Two women in a classroom

Diploma in Retail Banking Conduct of Business (DipRBCB®)

DipRBCB is designed for ambitious professionals who manage, or aspire to manage, customer-facing teams within the retail financial services sector.

About the qualification

The Diploma extends on the learning in CertRBCB®  and provides the key management and leadership skills required for professionals who have line management responsibilities in Retail Banking or are aspiring into a management role. Your studies will cover the rules, practices and guidelines in retail banking and its related products, as well as the different types of risks and how to manage these.

The Diploma in Retail Banking Conduct of Business is a Level 4 qualification registered with Ofqual in the Regulated Qualification Framework (RQF).

Key information

  • CertRBCB completers are entitled to a reduced fee and only need to complete one further unit
  • Registration is open year-round
  • Comprehensive study materials are provided
  • Multiple-choice exam assessment
  • Upon completion, you are able to use the 'DipRBCB' designation after your name

Important Qualification Related Information

CPQ Blue Testimonial

I think the course is excellent and very applicable to my role in a retail branch. The materials definitely are spot on with current issues and made me think about the future and how I can personally help shape it through change and management.

Joe Chesterman


DipRBCB consists of three mandatory units, with the two first units taken from CertRBCB. If you have already completed the Certificate, you are entitled to a reduced fee and only need to study and pass the final unit to achieve the Diploma.

Unit 1 - Principles of Retail Banking (PORB)


  • The financial services environment and the operation and features of key retail financial products and services
  • Different retail banking customer needs and aspirations
  • Delivering effective customer service and its impact on customer retention
  • Regulatory objectives and processes

Unit 2 - Retail Banking Customer Solutions (RBCS)


  • Principles and rules of key legal concepts relating to retail banking and the impact for customers
  • The conduct of business rules on retail banking customers and providers
  • The impact of customer service quality for retail banking customers and providers

Unit 3 - Advanced Retail Banking Conduct of Business (ARCB)


  • The importance of rules, practices and guidelines for retail banking and its related products
  • Customer relationship management and the impact of customer attrition
  • Different types of risks and how to manage these successfully
  • Performance management techniques
  • Leadership and management skills


Online access to study texts is available immediately after registration has been completed and hard copies will also be provided. The study text contains review questions and activities to support your learning. A specimen paper for Unit 1 and 2 and an exemplar paper for Unit 3 are also provided to test your learning.

350 study hours are recommended.


Unit 1 - PORB and Unit 2 - RBCS

The first two units are assessed through a single 2-hour objective exam, split into two sections:
    Unit 1
    50 multiple-choice questions
    Unit 2
    3 case studies each with 10 linked multiple-choice questions

Unit 3 - ARCB

Assessed through a single 2-hour objective exam comprising:
  • 50 multiple-choice questions (35 requiring a single response from 4 options and 15 where you select multiple responses from a range of options)
  • 4 case studies each with an associated multiple-choice question

The exams can be taken at over 150 Pearson VUE centres nationwide with the result provided on the day.
View information on examination booking and venues


Looking for further information


For registration and other enquiries please contact Student and Customer Services on +44 (0)12 2781 8609.