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Award in Customer Complaints Handling (AwCCH®)

AwCCH enables frontline customer-facing staff to effectively handle complaints and provide high standards of customer service.  

About the qualification

The qualification develops a fundamental understanding of the industry and the best practice methods and solutions to ensure customer complaints are resolved effectively and within the necessary regulatory parameters. Developed in collaboration with some of the UK's leading financial institutions and experts, AwCCH is at the forefront in best practice principles and regulatory standards of complaints handling. 

The Award in Customer Complaints Handling is a Level 3 qualification registered with Ofqual in the Regulated Qualifications Framework (RQF).

Key facts

  • 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 ‘AwCCH' designation after your name


AwCCH consists of two units contained within one module.

Module 1 - Regulated Complaints Handling

    Unit 1 - Fundamentals of Regulated Complaints Handling (A/504/7580)
    Unit 2 - Regulated Complaints Handling Solutions (F/504/7581)
  • Changes in UK society and culture causing the rise in consumer complaints
  • Regulatory and legislative concepts involving complaints handling
  • The range of UK financial services products relating to complaints and the regulatory and legal framework for advised and non-advised sales
  • Customer segmentation
  • Evaluating and offering solutions to particular situations


    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.

    Additional study materials including specimen exam papers are available to purchase.

    70 study hours are recommended.


    AwCCH is assessed through a single 2-hour objective exam split into two sections:

    • Unit 1 comprises 50 multiple-choice questions.
    • Unit 2 comprises 3 case studies each with 10 linked 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)12 2781 8609.