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Certificate in Retail Banking Conduct of Business (CertRBCB®)

CertRBCB sets a new independent standard in customer service excellence and helps UK retail banks embed understanding of the Financial Conduct Authority's (FCA) Retail Banking Conduct of Business and payment services regulations within their organisations.

About the qualification

Aimed at customer-facing staff, CertRBCB 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
CPQ Blue Testimonial
It was a tough exam but the level of studying required meant I was able to increase my knowledge greatly. It has made me feel more professional by having a qualification and was well worth the effort.


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


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

120 recommended study hours.


CertRBCB is assessed through a single 2-hour objective exam, split into two sections detailed below:

    Unit 1 - PORB
    50 multiple-choice questions
    Unit 2 - RCBS

    3 case studies each with 10 linked multiple-choice questions

The exam 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)1227 818609.