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Certificate in Retail and Digital Banking (CertRDB)

Professional qualifications

Certificate in Retail and Digital Banking (CertRDB)

Whether you're already working in a retail bank – or looking for a customer-facing job in financial services – CertRDB will give you the skills for a career in today’s banking sector.


About the qualification

Banking is changing at a rapid pace. Digital disruption and evolving customer expectations are transforming the way banks operate.

To help you address these new challenges, we’ve created CertRDB. It will expand your knowledge of regulatory requirements, products and services, as well as the many delivery channels available to customers.

CertRDB uses omni-channel digital learning so you can study where and when suits you – on any device. The course content is interactive and supports all learning styles.

You will build skills in:

  • communication
  • assessment and problem-solving
  • understanding digital transformation in financial services
  • analysing and using data and information.

With an updated skillset you’ll be better able to support your bank through these challenging times and progress your career by setting yourself apart from your peers.

Your studies will cover 

  • Emerging bank business models, retail products and services
  • Changes in customer expectations and behaviour
  • Digital innovation and its impact on customer services and bank processes
  • Capturing, analysing and using customer data
  • Digital influences in financial services Regulation and legislation.

Benefits for you

  • Gain a solid foundation and understanding of the retail banking sector
  • Improve your soft skills
  • Study anytime, anywhere with digital omni-channel learning
  • Access to research tools and industry analysis through KnowledgeBank and Financial World
  • Student membership for one year with additional benefits, including events and webinars from industry leaders and access to career support and guidance.
Registration fee £350
The price includes study materials and exam entry.
When to apply? You can register to study CertRDB throughout the year
Number of units     Two
Average time to complete 134 hours
Study type This qualification is on-demand. Everything is online and you can study at a pace that suits you. 
Study material
  • omni-channel digital learning platform
  • online access to the core learning materials
  • learning material self-print option
  • access to KnowledgeBank (e-library)
  • unit syllabuses
  • study planner
  • end of topic ‘test your knowledge’ questions
  • specimen papers
  • a comprehensive range of interactive questions and activities. 
Assessment type Multiple-choice examination
Assessment provider You can book your exam at test centres nationwide or through remote invigilation
  • Registered with Ofqual in the Regulated Qualifications Framework (RQF)
  • Meets the Financial Conduct Authority's (FCA) examination standards
  • Part of the Apprenticeship Standards for Level 3 Compliance/Risk Officer and Level 3 Senior Financial Services Customer Advise.

Get up-to-date information relating to Coronavirus.


CertRDB has two units and you need to successfully complete both of them to achieve your certificate.

Unit 1 – The Delivery of Retail and Digital Banking (DRDB)

  • Understand banking customers, what they want and expect from banks and how the evolution of digital technology continues to change customer expectations
  • Evaluate the need to provide high standards of customer service
  • Understand how banks capture and analyse and use data about their customers
  • Understand how regulation and legislation affects financial services organisations and their customers
  • Identify the operation and features of key retail financial products and services.

Unit 2 – Assessing Customer Needs and Providing Solutions (ACNS)

  • Assess the needs and aspirations of retail banking customers and identify appropriate financial solutions to meet these needs.


You will be assessed for each module by a one-hour electronic multiple-choice exam.

  • Unit 1– 50 stand-alone multiple-choice questions
  • Unit 2 – six case studies with five multiple-choice questions linking to each case study.

You will have 12 months from when you register, to complete each module and sit the exam. Your first exam is included in the registration fee for each module.

You'll need to achieve the minimum pass mark of 70% in each unit and will get your results on the same day. A breakdown of the assessment and marking structure is available on the qualification specification.

How to book your exam

When you have successfully completed the qualification, we will post your certificate to you.


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Frequently Asked Questions

Your registration fee includes the qualification study materials, and the first sitting of your exam and/or coursework. You will also gain access to MyLIBF (our student portal). Some qualifications include a hard copy of the study text, access to student forums, tutor forum support and specimen papers.

If you need to resit your exam or coursework, you will need to register and pay for a resit.

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

Bursary information

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. 

Recognition of Prior Learning (RPL):
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.

Please read our Recognition of Prior Learning Policy as it explains the steps to take when applying. Your application will need to include certified copies of your qualification certificate or transcript.

We aim to provide an outcome within 10 working days. If we need longer, we will let you know.

Special consideration:
The Special Consideration Policy applies to students who believe they have been disadvantaged during, or before, an assessment because of an injury, illness or other unforeseen temporary circumstance beyond their control that may have adversely affected their performance in one or more assessments.

Please read our Special Consideration Policy as it explains the steps to take when applying. Your application will need to include supporting documentation.

Given the individual nature of special consideration claims, we would recommend that you contact our Student Support team on +44 (0)1227 818609 or support@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 exam date. Any applications made outside of this timescale must include an explanation as to why the delay has occurred.

We aim to provide an outcome within 5 – 10 working days. It may take longer if your application is referred to the Concessionary Board.

Reasonable adjustment:
We are committed to providing an inclusive educational experience for all students, regardless of any disabilities or learning difficulties they may have and realise 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 recommend that you contact our Student Support team on +44 (0)12 2781 8609 or support@libf.ac.uk for an informal discussion before you submit your request. This will allow us to fully understand the nature of your circumstances and advise you on the type of supporting evidence required.

The Reasonable Adjustments Policy explains the steps to take when applying and has an application form included. Your application must be received, with supporting documentation, at least six weeks prior to the date when the adjustment will need to be in place.

You have 14 calendar days from your course start date to cancel your registration and arrange a refund by calling our Student and Customer Services team. You will need to return any hard copy study texts in its original condition.

After this period all fees are non-refundable and non-transferable.

If you have booked your exam with Pearson VUE (and are within the cancellation period), you will need to contact them directly at least 24 hours prior to the exam date to cancel it. Then allow at least two hours before calling our Student and Customer Services team to cancel the qualification registration and arrange a refund.

Contact Pearson VUE on +44 (0) 370 608 1915 (Europe, Middle East, Africa region).

Electronic Pearson VUE exam:
Before your registration expiry date you can cancel your exam or change your exam date, time or venue (subject to availability). You will need to contact Pearson VUE directly, giving a minimum of 24 hours’ notice online or at least one working days’ notice by phone prior to your current exam booking. For example, if your exam is booked for a Monday, the latest you can reschedule is the previous Friday.

Pearson VUE can be reached via the details given on your Important Registration Information link on MyLIBF or our ‘Exam booking and information’ page.

Session based exams (set exam date as per study timetable) including Advanced Financial Advice (AFA):
Please telephone Student & Customer Services directly to discuss your options. You may be able to change your venue, but will need to call us at least eight weeks before your exam date to check.

For all exams, 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.

Making a result enquiry:
If you believe there has been an error in the marking of your assessment, you can apply for a result enquiry.

The Assessment Result Enquiry Policy explains the steps to take when applying and has an application form included. Your application must be received within 10 working days after we have communicated your assessment results.

This policy does not apply to students who believe their performance during an assessment may have been affected by external factors, for example noise, illness or unforeseen circumstances. These cases are dealt with under our Special Consideration Policy.

Appealing a decision:
You have the right to appeal to us to review decisions that have been made in the course of the assessment of your programme of learning. An appeal may only be submitted in relation to a final decision.

Please read our Appeals Policy as it explains the steps to take when applying, in particular section B 'making an appeal'. Your application must be received within 15 working days after we have communicated the outcome of a decision.

Making a complaint:
A complaint should be made if you are dissatisfied by one of our products or services as soon as possible, but no later than 10 working days from the date of the occurrence.

We deal with all complaints as promptly as possible and within clearly defined timescales. The stages for handling a complaint are listed in our CPQ Complaints Policy.

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