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Certificate in Regulated Complaints Handling (CeRCH)

CeRCH enables customer-facing staff and specialist complaints handlers within banks, building societies and outsourced teams to effectively manage and resolve customer complaints.

About the qualification

This qualification helps you to develop a comprehensive understanding of the issues involved in resolving complaints and assists you in analysing and applying appropriate solutions. Through completion of CeRCH, you will develop an in-depth understanding of the UK regulatory environment, principles of best practice in complaints handling and the skills to apply this knowledge in the workplace. 

Key facts

  • Registration is open year-round
  • Comprehensive study materials are provided
  • Multiple-choice exam assessment
  • On-demand exams in over 150 nationwide locations with same day results
  • Upon completion, you are able to use the ‘CeRCH' designation after your name

Important Qualification Related Information

CPQ Blue Testimonial

The way the study materials are presented makes for easy referencing and studying, even if you are new to complaints handling. I think that if you are dealing with, or responsible for complaints in your firm, you should consider studying this qualification. The case studies were great in that they help with the practical application of the learning points in the text.


Binh Robertson-Lee - UK Risk & Compliance, Aon UK


CeRCH consists of four units contained within two modules.

Module 1 - UK Financial Regulation (UKFR)

    Unit 1 - Introduction to Financial Services Environment and Products (L/501/8715)
    Unit 2 - UK Financial Services and Regulation  (R/501/8716)

The environment of the financial services industry, an introduction to the main financial services products and the interplay between regulation and legislation.

Module 2 - Regulated Complaints Handling (CRCH)

    Unit 1 - Fundamentals of Regulated Complaints Handling (A/504/7580)
    Unit 2 - Regulated Complaints Handling Solutions (F/504/7581)
  • Changes in UK society and culture causing the rise in consumer complaints
  • Regulatory and legislative concepts involving complaints handling
  • The range of UK financial services products relating to complaints and the regulatory and legal framework for advised and non-advised sales
  • Customer segmentation
  • Evaluating and offering solutions to particular situations        


    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. The following additional study materials are also available to purchase:

    • Specimen exam papers
    • Revision notes

    150 study hours are recommended.


    Both modules are assessed through objective exams.

      Module 1 - UKFR:
      2-hour exam with 100 multiple-choice questions
      Module 2 - CRCH:
      2-hour exam with 50 standalone multiple-choice questions and 3 case studies each with 10 linked questions

    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.