Certificate in Regulated Customer Care (CeRCC)

Please note that from 1 November 2007, the FSA Handbook was revised to bring it in line with the FSA's move towards 'principles-based regulation' and the consequent changes to some of the specific rules governing financial advice and the sales process. Because of these changes the syllabus for this qualification has also been revised. Registered students can access an online supplement or purchase a hard copy. Students sitting examinations after 1 April 2008 will be examined on the new syllabus.

Who should study CeRCC?

The ifs School of Finance's Certificate in Regulated Customer Care (CeRCC) will assist individuals and firms in ensuring the fair treatment of customers.

Formally assessed knowledge and understanding of the principles and practice of Treating Customers Fairly (TCF) provides evidence of the action taken to embed Treating Customers Fairly (TCF) at all levels in an organisation. The CeRCC qualification provides that evidence and can help in addressing the need to show the FSA how the firm is responding to this vital issue. CeRCC addresses the key features of the FSA approach to TCF.

In the 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 and its customers have benefited from such a distribution, namely in the development of the Advanced CeMAP and Certificate in Regulated Customer Care (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.

CeRCC is particularly valuable in that it is designed to:

Increase the skills and confidence of those dealing with customers so that they are aware of the factors which may influence dealings with individual customers so that customers are treated fairly, appropriately and equally
Provide those dealing with customers with a framework of knowledge and understanding of the issues relating to Treating Customers Fairly upon which they can draw to identify potential problems and determine their approach to customers
Enhances the experience of customers in the quality of service received; transparency and clarity of transactions and the resolution of difficulties
Provide a formally assessed body of knowledge and understanding which, along with workplace assessment, can develop and maintain good practice in treating customers fairly.

What does the course cover?

On completion of the CeRCC module, candidates will be expected to demonstrate knowledge and understanding of:

the different types of customers and their range of backgrounds, characteristics, requirements and needs;
the FSA's concept of TCF, its scope and relevance, and the benefits of implementing a TCF culture at all levels in an organization;
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, and staff training, 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.

View syllabus.

What does CeRCC and its components count towards?

Please refer to the easy reference guide.

Entry requirements

None

Qualification level

Level 3

Study time

Depending on your approach to learning, between 40 - 60 hours.

Study support

A comprehensive learning manual is provided for each module at the time of registration.

View the complete list of available study materials.

Updates to Study Materials

Please note that in order to reflect any changes to syllabuses, including matters arising from the annual Budget, the study materials are updated annually. Updates are usually available in July and come into effect in all examinations from 1 September of that year. It is your responsibility to ensure you are studying from the most up-to-date materials. Full details will be given in your registration confirmation letter.

Examinations

The module is assessed by a 90-minute, 75 question, multiple-choice examination. This is delivered electronically (in mainland UK) with results given immediately.

Grading

Pass	70%
Merit	80%
Distinction	90%

Students who do not meet the pass mark of 70% will need to re-sit the module.

After you pass

Upon successful completion of this qualification you can use the letters “CeRCC” after your name.

How do I study?

Distance learning - materials are sent to you and you study at your own pace. When you're ready, you book the exam.

Cost

£135.00 per module, which includes a twelve-month registration, the learning manual and the initial examination entry (any resit examinations are purchased separately).

How to register

Online - Complete the online registration and payment form.

By post/fax - download and complete the application form (PDF format). 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 please send it to the address given on the form or fax it to +44 (0)1227 784331.

By phone - call Customer and Student Enquiries on +44 (0) 1227 818609. Please have your VISA/MasterCard/Debit card handy when you call.

More information

Go to http://www.treatingcustomersfairly.com/. Alternatively call Customer and Student Enquiries on +44 (0) 1227 818609 or email customerservices@ifslearning.ac.uk.