Frequently Asked Questions

The registration fee includes the study text, in both book and PDF format*, the first sitting of your examination and/or coursework and online access to the MyLIBF area of the website.

*The Certificate for Specialists in Demand Guarantees (CSDG®) study text is not currently available online.  

We do not offer payment plans for our qualifications.

In line with our charitable objectives, we make means-tested bursaries available to students studying our qualifications.

You can find out more information about the bursaries we offer here.
If you would like to apply for a bursary, please email our Student and Customer Services team or call them on +44 (0)12 2781 8609. Please ensure that you have details of the qualification you intend to study when contacting us.

If you find that the qualification you have registered for is not appropriate to your needs, you may cancel it. A full refund will only be given providing all learning materials are returned to us, fully intact and undamaged, within 14 calendar days of receipt. However, if you have already booked an examination, no refund will be given.


After 14 calendar days, all fees are non-refundable and non-transferable. If you have registered for a qualification where study materials are provided online only e.g. resit and CSDG students, a refund may only be requested within 14 days of The London Institute of Banking and Finance receiving payment.

This is dependent on the type of examination you are sitting. Electronic examinations are controlled by Pearson VUE and you will need to contact them directly via using the details on the ‘important registration information’ link on the MyLIBF home page.

As the electronic Advanced Financial Advice (AFA) examinations and all non-electronic examinations, are taken on a set date (as per the qualification timetable) and it is not possible to change the date and time. You may however, be able to change the venue or defer to a later sessions and should contact the Student and Customer Services team via email or by phone on +44 (0)12 2781 8609 to enquire.
 

If you find that you are unable to attend your electronic examination, please contact Pearson VUE as soon as possible to cancel or reschedule your examination, allowing a minimum of one full clear business days notice prior to your examination. For example, the deadline to cancel or reschedule an electronic examination due to take place on a Tuesday would be the Friday before. 

For  the electronic Advanced Financial Advice (AFA) examination and all paper based examinations, please telephone Student and Customer Services directly on +44 (0)12 2781 8609 to discuss your options.

If you are unable to provide the required notice due to significant mitigating circumstances such as sudden illness, please contact Students and Customer Services straight away as you may be eligible for Special Consideration. Supporting documentary evidence is required for a Special Consideration application.

Please contact the Student and Customer Services team on +44 (0)12 2781 8609 or email customerservices@libf.ac.uk immediately to discuss your options.

Yes, this will still be available and allows you to access your study history, register for further qualifications, update your personal details and order a new Statement of Professional Standing or Certificate of Personal Achievement.
 

Recognition of Prior Learning (RPL) encompasses a student’s previous non-certificated and certificated achievements obtained through another awarding organisation. This has previously been known as an exemption.

You can apply by completing the RPL application form and sending the form and certified copies of your qualification certificate or transcript to the email or postal address on the form.

We aim to consider and respond with an outcome to your application within 10 working days. In the event that an enquiry proves complex, we may need longer than initially anticipated to investigate it. In such cases, we will make sure that you are kept informed of progress.
 
You can find the RPL policy here.

You can find our Special Consideration Policy here.

If you wish to apply for a special consideration, you will need to complete an application form and submit this with your documentary supporting evidence. Given the individual nature of special consideration claims, we would recommend that you also contact the Student Support Services team by telephone on +44 (0)12 2782 9499 or email enquiries@libf.ac.uk for an informal discussion before you submit your application.

For your claim to be considered, you must have initially notified us of your circumstances on or before the submission deadline for coursework or within five days of the examination date. Any applications made outside of this timescale must include an explanation as to why the delay has occurred.

We aim to consider and respond with an outcome within 5 – 10 working days of receipt of your application. This timescale may be longer In the event of your application being referred to the Concessionary Board. In this instance, we will let you know the date when you application will be considered by the board and when you can expect the outcome.
 

The London Institute of Banking & Finance is committed to providing an inclusive educational experience for its students, regardless of any disabilities or learning difficulties they may have and realises that, without reasonable adjustment, students may be prevented from demonstrating their true level of ability during an assessment.

Given the individual nature of reasonable adjustments, we would recommend that you contact the Student Support Services team by telephone on +44 (0)12 2782 9499 or email enquiries@libf.ac.uk for an informal discussion before you submit a request. This will allow us to fully understand the nature of your request and advise you on the type of supporting evidence required.

You can find our Reasonable Adjustments Policy and Procedures here. An application form is included within Section A, and must be sent to us at least six weeks prior to the date when the adjustment will need to be in place. 

A complaint is defined as an expression of dissatisfaction with a product or service. There are three levels of complaint:

Stage 1 – informal resolution
Stage 2 – formal resolution
Stage 3 -  complaint escalation

A complaint should be made as soon as possible, but no later than ten working days from the date of the incident occurring. In the first instance, we recommend that you contact the Student Support Services team by telephone on +44 (0)12 2782 9499 or email enquiries@libf.ac.uk to discuss your concerns and allow us to try and reach an informal resolution. 

We deal with all complaints as promptly as possible and within clearly defined timescales. Where it is not possible to meet these service standards, students will be informed of the progress of their complaint. The stages for handling a complaint are as set out within our Complaints Policy and Procedure.
 

Students have the right to appeal to a decision that has been made in the course of the assessment of their programme of learning. An appeal may only be submitted in relation to final decisions. 

In the first instance, we recommend that you contact the Student Support Services team by telephone on +44 (0)12 2782 9499 or email enquiries@libf.ac.uk to discuss the nature of your appeal and for us to offer guidance regarding the process.

An appeal application must be submitted to us within 15 working days of the date of our letter advising the outcome of a decision. If the appeal application form is received after the deadline, we reserve the right to refuse the application. Please read our Appeals Policy, in particular Section B - 'making an appeal'.

If you believe that there has been an error in the marking of your assessment, you may apply for an assessment result enquiry. This policy does not apply to the applicant who believes that their performance  during an assessment may have been adversely affected by external factors, for example, noise, illness or unforeseen circumstances. These cases are dealt with under our Special Considerations Policy.

Please read our Assessment Result Enquiry Policy fully as this sets out the key stages for applying. An application form is included within the policy and must be sent to us within 10 working days of the assessment outcome being communicated to you. We aim to consider and respond with an outcome to your application within 30 working days.

In the event that an enquiry proves complex, we may need longer than initially anticipated to investigate it. In such cases, we will make sure that you are kept informed of progress.