Award in Customer Complaints Handling (AwCCH®)

Professional Qualifications

Award in Customer Complaints Handling (AwCCH®)

AwCCH enables frontline customer-facing staff to effectively handle complaints and provide high standards of customer service.  


About the qualification

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).

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 ‘AwCCH' designation after your name


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.


    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

    Frequently Asked Questions

    The registration fee includes the study text, in both book and PDF format*, the first sitting of your examination and/or coursework and online access to the MyLIBF area of the website.

    *The Certificate for Specialists in Demand Guarantees (CSDG®) study text is not currently available online.   

    In line with our charitable objectives, we make means-tested bursaries available to students studying our qualifications.

    You can find out more information about the bursaries we offer here.
    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. 

    If you find that the qualification you have registered for is not appropriate to your needs, you may cancel it. A full refund will only be given providing all learning materials are returned to us, fully intact and undamaged, within 14 calendar days of receipt. However, if you have already booked an examination, no refund will be given.


    After 14 calendar days, all fees are non-refundable and non-transferable. If you have registered for a qualification where study materials are provided online only e.g. resit and CSDG students, a refund may only be requested within 14 days of The London Institute of Banking and Finance receiving payment.

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

    Electronic examinations

    These are controlled by Pearson VUE and you will need to contact them directly via using the details on the ‘important registration information’ link on the MyLIBF home page.

    If you are unable to attend your examination, please contact Pearson VUE as soon as possible to cancel or reschedule your examination, allowing a minimum of one full clear business days notice prior to your examination. For example, the deadline to cancel or reschedule an electronic examination due to take place on a Tuesday would be the Friday before. 
    AFA examinations

    All electronic Advanced Financial Advice (AFA) examination and all paper based examinations are taken on a set date (as per the qualification timetable) and it is not possible to change the date and time. You may however, be able to change the venue or defer to a later sessions and should contact the Student and Customer Services team via email or by phone on +44 (0)12 2781 8609 to enquire.

    If you are unable to provide the required notice due to significant mitigating circumstances such as sudden illness, please contact Students and Customer Services straight away as you may be eligible for Special Consideration. Supporting documentary evidence is required for a Special Consideration application. 

    Making a complaint

    A complaint should be made as soon as possible, but no later than ten working days from the date of the incident occurring. 

    We deal with all complaints as promptly as possible and within clearly defined timescales. Where it is not possible to meet these service standards, students will be informed of the progress of their complaint. The stages for handling a complaint are as set out within our CPQ Complaints Policy.

    Appealing a decision

    Students also have the right to appeal to a decision that has been made in the course of the assessment of their programme of learning. An appeal may only be submitted in relation to final decisions. 

    An appeal application must be submitted to us within 15 working days of the date of our letter advising the outcome of a decision. If the appeal application form is received after the deadline, we reserve the right to refuse the application. Please read our Appeals Policy, in particular Section B - 'making an appeal'.
    Making a result enquiry

    If you believe that there has been an error in the marking of your assessment, you may apply for an assessment result enquiry. This policy does not apply to the applicant who believes that their performance during an assessment may have been adversely affected by external factors, for example, noise, illness or unforeseen circumstances. These cases are dealt with under our Special Consideration Policy.

    Please read our Assessment Result Enquiry Policy fully as this sets out the key stages for applying. An application form is included within the policy and must be sent to us within 10 working days of the assessment outcome being communicated to you. 

    For any of the above, we recommend that you first contact the Student Support Services team by telephone on +44 (0)12 2782 9499 or email to discuss the nature of your concern and for us to offer guidance regarding the process.

    ... Recognition of Prior Learning (RPL)?

    You can apply by completing the RPL application form and sending the form and certified copies of your qualification certificate or transcript to the email or postal address on the form.

    We aim to consider and respond with an outcome to your application within 10 working days. In the event that an enquiry proves complex, we may need longer than initially anticipated to investigate it. In such cases, we will make sure that you are kept informed of progress.

    You can find the RPL policy here.

    special consideration?

    You can find our CPQ Special Consideration Policy here. You will need to complete an application form and submit this with your documentary supporting evidence. Given the individual nature of special consideration claims, we would recommend that you also contact the Student Support Services team by telephone on +44 (0)12 2782 9499 or email 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 examination date. Any applications made outside of this timescale must include an explanation as to why the delay has occurred.

    We aim to consider and respond with an outcome within 5 – 10 working days of receipt of your application. This timescale may be longer In the event of your application being referred to the Concessionary Board.

    … reasonable adjustment?

    Given the individual nature of reasonable adjustments, we would recommend that you contact the Student Support Services team by telephone on +44 (0)12 2782 9499 or email for an informal discussion before you submit a request. This will allow us to fully understand the nature of your request and advise you on the type of supporting evidence required.

    You can find our CPQ Reasonable Adjustments Policy here. An application form is included within Section A, and must be sent to us at least six weeks prior to the date when the adjustment will need to be in place. 


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


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