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Diploma in Retail Banking Conduct of Business (DipRBCB)

Professional qualifications

Diploma in Retail Banking Conduct of Business (DipRBCB)

Are you looking to step up in your retail banking role? DipRBCB builds on the skills taught within the Certificate covering management skills, regulation, and good practice.

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About the qualification

DipRBCB will give you a deeper insight into the customer life cycle and the drivers that affect it.

You’ll also learn the rules, practices, and guidelines in retail banking to give yourself an in-depth knowledge on coaching and leadership skills – preparing you for your next role as a line manager.

Even if you have reached a management position already, DipRBCB will help solidify these core skills to give you more confidence.

If you have already studied CertRBCB with us, you’ll only need to do one more unit to qualify and you will be entitled to a reduced fee when you register.

What your studies will cover

  • Understanding the needs, wants and goals of your retail banking customers
  • How regulation and legislation affect products and services
  • The importance of customer services and relationship management
  • The different product and services features
  • Providing high standards of customer service
  • How to assess a customer’s goals and identify solutions for them

Benefits for you

  • Qualify in 12 months
  • Online study that fits around your life
  • Access to research tools and industry analysis through KnowledgeBank and Financial World
  • Use the ‘DipRBCB’ designation after your name once you qualify
  • Student membership for one year with additional benefits
  • Access to career support and guidance
  • Invitation to attend events and webinars from industry leaders
Registration fee £510
£360 – discounted rate if you have passed CertRBCB
When to apply? You can apply for DipRBCB throughout the year
Number of units     Three
Average time to complete 12 months           
Study type Online, self-study, distance learning
Study material You’ll receive:
  • a printed study textbook
  • online access to our student portal MyLIBF
  • online access to our virtual library KnowledgeBank
  • unit syllabuses
  • specimen exam papers
  • student led discussion forums
  • study tip videos
  • weekly study planner
Assessment type  Two-hour multiple choice exam
Assessment provider You can book your exam at test centres nationwide or through remote invigilation 
Regulation Registered with Ofqual in the Regulated Qualifications Framework (RQF). 



Get up-to-date information relating to Coronavirus.

Units

If you have already completed CertRBCB, then you only need to study and pass unit three to achieve the Diploma. 

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

Unit 3 - Advanced Retail Banking Conduct of Business (ARCB)

  • The importance of rules, practices and guidelines for retail banking and its related products
  • Customer relationship management and the impact of customer attrition
  • Different types of risks and how to manage these successfully
  • Performance management techniques
  • Leadership and management skills

If you haven't completed the certificate you can view the qualification here
CPQ Blue Testimonial

I think the course is excellent and very applicable to my role in a retail branch. The materials definitely are spot on with current issues and made me think about the future and how I can personally help shape it through change and management.

Joe Chesterman Banking Consultant

Assessment

You will be assessed by a two-hour multiple-choice exam split into:

  • Section A – 50 multiple-choice questions
  • Section B – four case studies, with an associated multiple-choice question

Please note this is for unit 3 only. For unit 1 and 2 please visit the CertRBCB page.

You can choose when to take your exam and pick from test centres nationwide or through remote invigilation. 

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.

How to book your exam

Once you have passed all three units, 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.

Contact

For registration and other enquiries please contact Student and Customer Services on +44 (0)12 2781 8609.

FAQs
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