Certificate in Regulated Complaints Handling (CeRCH) syllabus
Regulated Complaints Handling is a module that will demonstrate your ability to analyse, and using the information provided, interpret circumstances.
Covers:
- The expansion of Financial Services provision and competition
- The end of consumer deference and the rise of the litigious society
- Financial Services Compensation Scheme
- Treating Customers Fairly
- Types of customer and segmentation
- Pension shortfalls
- Pre - A Day complaints
- Investment mis-selling
- Legislative considerations
- Dealing with difficult customers and controlling interactions
- The complaints investigation cycle
- Common investigation cycle
- Data Protection Act 1998
- Recordkeeping and management information
| Type of module: |
The Regulated Complaints Handling module is available as part of the Advanced CeMAP® qualification or as standalone qualification, taken with UK Financial Services Regulation and Regulated Customer Care. |
| Cost: |
£135.00 |
| Study hours: |
40 - 60 hours |
| Assessment: |
A two-hour, 80 question multiple choice examination
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Download syllabus |
| File type |
Adobe Acrobat pdf |
| File size: |
18KB |
| Number of pages: |
4 |
| Download time |
30 sec |