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Certificate in Retail Banking Conduct of Business (CertRBCB)

Professional qualifications

Certificate in Retail Banking Conduct of Business (CertRBCB)

This qualification is no longer available to new registrants.

Two women in a classroom

This qualification is no longer open to new registrations and has been replaced with the Certificate in Retail and Digital Banking (CertRDB).

About the qualification

Aimed at customer-facing staff, the Certificate in Retail Banking Conduct of Business is a highly relevant qualification for anyone entering the Financial Services sector and is the benchmark for non-regulated roles. The qualification covers the background of the sector, the relationship between financial services providers and consumers and the different types of retail products available. CertRBCB provides you with the required knowledge of the financial services environment, regulatory requirements and principles of customer service excellence.

The Certificate in Retail Banking Conduct of Business is a Level 3 qualification registered with Ofqual in the Regulated Qualifications Framework (RQF).

Key information

  • 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 ‘CertRBCB' designation after your name

Get up-to-date information relating to Coronavirus.


CertRBCB consists of two units.

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

CPQ Blue Testimonial

CertRBCB was a good opportunity for me to develop my Retail Banking knowledge.  I completed this qualification before moving on to complete DipRBCB.  The knowledge I gained through these qualifications has helped to develop amongst other areas, my understanding of operational and regulatory requirements in Retail Banking.


Study texts are included in your registration fee. Online study texts will be made available immediately after payment and we aim to send a hard copy of your study texts by post within five working days of receiving your registration fees. 

The study text contains review questions and activities to support your learning.

A specimen paper is provided to test your learning. You will also have access to a student-led discussion forum, study tip videos and a study planner.

This qualification is typically completed in eight months.


CertRBCB is assessed by a two-hour Pearson VUE electronic multiple-choice exam, split into two sections:

  • Unit 1, Principles of Retail Banking (PORB) – 50 multiple-choice questions
  • Unit 2, Retail Banking Customer Solutions (RBCS) – three case studies each with ten linked multiple-choice questions.

The exams can be taken at a time and location of your choice at Pearson VUE test centres with same day results.

You will have 12 months to complete and sit the exam. Your first exam is included in the registration fee for each module. If you wish to retake an exam you will need to pay a resit fee.

Subject to availability: you can book your exam at test centres nationwide or through remote invigilation. 

Find out how to book your Pearson VUE exam

Once both units are successfully completed, we will post your qualification certificate to you.  


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