Level
The Certificate in Regulated Customer Care (CeRCC) is incorporated into the National Qualifications Framework (NQF) at Level 3.
Duration
The Certificate in Regulated Customer Care (CeRCC) comprises 1 module with a 12-month registration period. As CeRCC is a self-study qualification it is up to you how quickly you progress through it. You can register for CeRCC at any time.
Cost
The registration fee for the Certificate in Regulated Customer Care is £135.00. This fee includes the learning manual and initial examination entry.
The Certificate in Regulated Customer Care (CeRCC) qualification develops your understanding and knowledge of the regulatory and practical implications of the Treating Customers Fairly initiative.
The Treating Customers Fairly (TCF) initiative is a key theme in UK financial services. TCF themes are a key part of the regulatory regime employed by the Financial Services Authority (FSA), with close attention paid to how authorised firms have integrated and embedded TCF policies and procedures throughout their interactions with customers.
Qualification details
The Certificate in Regulated Customer Care (CeRCC) comprises 1 module:
Regulated Customer Care
Learning outcomes
On completion of CeRCC you should be able to demonstrate an understanding of:
- the different types of customers and their range of backgrounds, characteristics, requirements and needs
- the FSA concept of Treating Customers Fairly (TCF), its scope and relevance, and the benefits of implementing a TCF culture at all levels in an organisation
- the status of TCF within the financial services legal and regulatory framework, including the role and objectives of the FSA and how TCF fits into FSA principles and conduct of business requirements
- the responsibilities of firms in relation to TCF and how it impacts on customer relationship management, quality of service, staff training, and competence and effectiveness
- the implications of addressing TCF in practice, in areas such as product design, customer communication before and after point of sale, and complaints handling
Study time
It is recommended that you spend 40-60 hours’ study time on the Certificate in Regulated Customer Care (CeRCC).
Entry requirements
There are no entry requirements for the ifs School of Finance’s Level 3 Certificate in Regulated Customer Care (CeRCC).
Exemptions
View the list of potential exemptions through other qualifications.
Studying for this qualification
How do I study?
The Certificate in Regulated Customer Care (CeRCC) has been designed as a self-study qualification. Upon registration you are sent study materials that you study from at your own pace.
Learning resources
A comprehensive set of learning materials is provided at the time of registration. Upon registration, the ifs also provides a comprehensive learning support package for you, including access to extensive online student resources via the information gateway my ifslearning.
Please note that in order to reflect any changes to syllabuses, including matters arising from the annual Budget, the study materials for some (though not all) modules are updated annually. It is your responsibility to ensure you are studying from the most up-to-date materials. The most up-to-date learning materials, updates and amendments can be found on the ifs' secure website and we suggest that you log in to my ifslearning regularly to gain access to these.
Due to the Emergency Budget, held on 22 June 2010, materials for modules requiring new versions of the text in 2010 will be available online week commencing 2 August 2010, and in print from week commencing 16 August, for assessment from 1 October 2010.
Additional resources
The following additional study support materials, designed to complement the learning manual, are available to purchase:
- specimen examination papers
View the complete list of additional study support materials.
Assessment
The Certificate in Regulated Customer Care (CeRCC) is assessed by a 90-minute multiple-choice examination comprising 75 questions. The pass mark for CeRCC is as follows:
Pass 70%
Merit 80%
Distinction 90%
You must achieve a minimum of 70% to pass this module. If the pass mark is not achieved you will need to resit the module.
These examinations are delivered electronically with results given immediately.
Assessment venues
The ifs School of Finance works in partnership with Pearson VUE, a leading international electronic delivery provider, to offer electronic multiple-choice examinations held daily Monday to Friday across the UK and overseas (please contact Further Education Customer and Student Enquiries to find your nearest centre, or go online at: www.vue.com/ifs). You study for the qualification at your own pace and take the examination when you feel ready. To book your examination with Pearson VUE please call 0870 608 1915.
You can also sit your examination at the ifs’ own London Test Centre located at Peninsular House, which is in the heart of London’s financial district, near Monument. Once you are ready to take your examination please contact us on +44 (0) 20 7337 6299 to book your examination session. Please view our location map.
You can book as little as 2 working days in advance of the date you wish to sit the examination, subject to availability. There are over 150 examination centres throughout the UK for you to choose from.
After you pass
Upon successful completion of this qualification you can use the letters ‘CeRCC’ after your name.
Further details
Price list
Registration fee £135.00
Resit fee £105.00
Registering
Online - complete the online registration and payment form.
By post/fax - download and complete the registration form. To view this file you need to have Acrobat Reader installed on your computer. This is free and available from the Adobe website. When you have completed the form either send it to the address stated on the form or fax it to +44 (0) 1227 784331.
By phone - call Further Education Customer and Student Enquiries on +44 (0) 1227 818609 (option 1). Please have your VISA/MasterCard/debit card to hand when you call.
Regulations applicable to this qualification
View the regulations for CeRCC.
Discontinuation of the Mortgage Code Compliance Board (MCCB)
In light of the introduction of statutory regulation through the FSA, the Mortgage Code Compliance Board (MCCB) has been discontinued. Residual MCCB funds have been allocated to various projects. The ifs School of Finance and its customers have benefited from such a distribution, namely in the development of the Advanced Certificate in Mortgage Advice and Practice (Adv CeMAP®) and CeRCC qualifications.
The MCCB had done much to raise the profile of education within the mortgage industry and it is fitting that its final act is to continue the promotion of heightened professionalism through education.
Additional information
View additional information about studying with the ifs
Contact us
Call Further Education Customer and Student Enquiries on +44 (0) 1227 818609 (option 1) or email customerservices@ifslearning.ac.uk