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University College
Level 3 Award in Customer Complaints Handling (AwCCH)
The Award in Customer Complaints Handling
(AwCCH) is a QCF Level 3 qualification designed
specifically to assist frontline customer-facing staff and
complaint handlers both in branch and call centres.
This award develops the fundamental understanding of complaints
handling. Describing best practice methods and the key solutions to
ensure customer complaints are resolved effectively and within the
necessary regulatory parameters.
AwCCH has been developed in conjunction with some of the UK's
leading financial institutions and experts. This ensures AwCCH is at the
forefront of the latest best practice and regulatory standards for
complaints handling.
Studying this qualification allows staff to demonstrate a professional
standard of complaint handling and customer service and can be the
first step onto career progression into a management role.
Upon successful completion, students will be able to:
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Understand the changes in UK society and culture that has caused
the rise in consumer complaints
Understand the regulatory and legislative concepts relating to
complaints handling
Understand the range of UK financial services products relating
to complaints and the regulatory framework for advised and
non-advised sales
Facts at a glance
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Evaluate and offer solutions to regulated complaints handling.
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Registration
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Students can register for AwCCH at anytime and there are no entry
requirements to study.
Register online at www.ifslearning.ac.uk/AwCCH or by phone on
+44 (0)1227 818609 (option 1).
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Study and learning resources
The Level 3 Award in Customer Complaints Handling
(AwCCH) is a Qualifications and Credit Framework (QCF)
qualification regulated by Ofqual
AwCCH consists of one module with two units
Registration costs £164 and includes learning materials,
initial examination entry and online access to any relevant
update during the registration period
Assessed by a single 2-hour multiple-choice question
examination
The AwCCH examination is available at over 150 Pearson VUE
test centres nationwide with the result provided on the day.
AwCCH is a distance learning qualification, allowing students to study
at a pace and time that suits them. A comprehensive set of learning
materials is provided at registration, both in hard copy and online via
the information gateway ‘my ifslearning‘.
www.ifslearning.ac.uk/AwCCH
ifs University College is a registered charity, incorporated by Royal Charter.
Level 3 Award in Customer Complaints Handling (AwCCH)
Qualification structure
Progression
Module 1 Regulated Complaints handling
Following completion of the Award in Customer Complaints Handling
students can use the designation ‘AwCCH’ after their name and can
progress onto the Level 3 Certificate in Regulated Complaints
Handling (CeRCH).
Unit 1
Fundamentals of Regulated Complaints Handling
40 recommended learning hours
1 hour exam (50 multiple-choice questions)
Unit 2
Regulated Complaints Handling Solutions
30 recommended learning hours
1 hour exam (50 multiple-choice questions)
Qualification: AwCCH
(Award in Customer Complaints Handling)
About ifs University College
Cost
Registration fee
(includes materials and initial examination entry)
£164
Examination resit fee
£127
twitter.com/@ifs_Uni_College
The certificate expands on the learning of AwCCH by providing an
overview of the financial services sector, its products and the
regulation that governs it. For students that want to upgrade their
award they will just need to complete Module 1 of the CeRCH
qualification to earn the certificate.
ifs University College is the university college for financial education.
London-based, it is a registered charity incorporated by Royal Charter
that exists to ensure a flow of talented individuals into the financial
services industry and related sectors. Its qualifications enable
individuals to reach their full professional potential and encourage
appropriate and ethical practice. It also works to enhance the financial
wellbeing of future generations through its unique personal finance
qualifications and wider financial capability initiatives.
linkedin.com/company/ifs-university-college
ifs University College, ifs House, 4–9 Burgate Lane, Canterbury, Kent CT1 2XJ
T +44 (0)1227 818609
youtube.com/ifsUniversityCollege
E [email protected]
W www.ifslearning.ac.uk
Every effort was taken to ensure this information sheet was accurate at the time of going to press, ifs University College is not liable for any errors or omissions in this publication. ifs University College reserves
the right at any time and without notice to vary the content of its courses and syllabuses previously announced and to modify as appropriate the facilities and arrangements for students.
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