We use cookies on all our websites to gather anonymous information about your visit that helps us to make improvements and increase performance. By continuing you are consenting to these cookies.

If you would like more information or would like to change your cookie preferences, please visit our cookies page.

Three professionals talking

Certificate in Regulated Complaints Handling (CeRCH)

CeRCH enables customer-facing staff and specialist complaints handlers within banks, building societies and outsourced teams to effectively manage and resolve customer complaints.

About the qualification

This qualification helps you to develop a comprehensive understanding of the issues involved in resolving complaints and assists you in analysing and applying appropriate solutions. Through completion of CeRCH, you will develop an in-depth understanding of the UK regulatory environment, principles of best practice in complaints handling and the skills to apply this knowledge in the workplace. 

The Certificate in Regulated 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 ‘CeRCH' designation after your name
CPQ Blue Testimonial
I found the study materials to be informative and accessible enough so that studying whilst working full-time was not too much of a challenge. By gaining this qualification I have been able to get involved with complaint handling propositions in my job, making use of the knowledge and skillset I have gained through my studies. Louise McGarvie - Associate


CeRCH consists of four units contained within two modules.

Module 1 - UK Financial Regulation (UKFR)

    Unit 1 - Introduction to Financial Services Environment and Products (L/501/8715)
    Unit 2 - UK Financial Services and Regulation  (R/501/8716)

The environment of the financial services industry, an introduction to the main financial services products and the interplay between regulation and legislation.

Module 2 - Regulated Complaints Handling (CRCH)

    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. The following additional study materials are also available to purchase:

    150 study hours are recommended.


    Both modules are assessed through objective exams.

      Unit 1 comprises 50 multiple-choice questions.
      Unit 2 comprises 50 multiple-choice questions.
      Unit 1 comprises 50 multiple-choice questions.
      Unit 2 comprises 3 case studies each with 10 linked questions.

    The exams 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.