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Professional Qualifications

Award in Customer Complaints Handling (AwCCH®)

This qualification is no longer available to new registrants.

Complaints-handling-banner

This qualification is no longer available to new registrants.

For any enquiries please contact Student and Customer Services team on customerservices@libf.ac.uk or +44 (0)12 2781 8609.

See our other professional qualifications and progress your banking and finance skills relevant to sector demands.

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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).

Upon completion, you are able to use the ‘AwCCH' designation after your name.

Units

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
  • Studying

    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.

    Assessment

    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
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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).

    This is dependent on the type of exam you are sitting.

    Multiple choice exams sat at Pearson VUE venues:
    Before your registration expiry date you can 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.

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

    Session based (set exam date as per study timetable):
    It is not possible to change the date and time unless you defer to a subsequent session for an additional fee. The deadline to defer is 24 hours before your current exam date.

    You may be able to change your venue. Please call us at least eight weeks before the exam date to check.

    If you are unable to call us eight weeks before the exam, due to mitigating circumstances such as a sudden illness, please call us straight away as you may be eligible for Special Consideration. To be eligible you will need supporting documentation.

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

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