Consumer Protection Code

Tailored versions of Consumer Protection Code can be made for different sectors.

This includes:

• Asset Management
• Building Societies
• Credit Unions
• Fintech
• General Insurance
• Investment Banking
• Law Firms
• Life Assurance
• Mortgage Brokers
• Pension Providers
• Retail Banking
• Wholesale Banking

CityLearning’s Consumer Protection Code course is built around a set of learning objectives to ensure your staff are trained to follow the Consumer Protection Code (CPC) and treat consumers fairly in your workplace.

After completing this course, you will be able to:

Module 1: Introduction to the CPC

• discuss the spirit and principles of the CPC.
• explain how the CPC applies to your company.
• describe the implications of breaching the CPC.
• distinguish between customers and consumers.

Module 2: Conflicts, Sales and Marketing

• list the general requirements of the CPC.
• outline the product life cycle.
• define conflicts of interest.
• summarise the rules on bundling of products.

Module 3: Post-sales Requirements

• identify the requirements for dealing with individuals acting under a Power of Attorney.
• recognise the requirements for processing claims and the requirements concerning charges, statements and secondary markets.
• explain the requirements for handling complaints and dealing with errors.

Consumer Protection Code is designed to increase your staff’s awareness of the purpose and main provisions of the Consumer Protection Code (CPC) introduced by the Central Bank of Ireland in 2012. This eLearning course begins by introducing the spirit, principles and scope of the CPC and explaining what could happen if you breach it. It explains how to implement the CPC at all stages in the product lifecycle, from designing and marketing products to responding to customer complaints.

Consumer Protection Code ends in a 20-question course test. Learners must answer at least 16/20 questions correctly to pass the course. Their score will be automatically saved in CityLearning’s Learning Management System (LMS) CityREPORTs, so that compliance with consumer protection training requirements can easily be proven.  

Rigorous Testing: Spot questions are used throughout the course to increase user engagement; they either probe to expand on a learner’s existing knowledge of the subject matter or reinforce key learning points. Each module ends in a short quiz, and the course ends in a 20-question course test with an 80% pass mark. Questions in the course test are randomised from a choice of three so that learners may retake without getting the same questions.

Customised Content: Consumer Protection Code can be customised with content specific to your company.

Accessibility: This course contains audio narration throughout.

Glossary of Terms: Unfamiliar terms are linked to this glossary when they are first used in the course. The glossary can be accessed at any time.

Multimedia Design: This course gets the message across with a mix of text, images, animation and video.

Interactive Content: We design our courses to keep learners engaged and thinking. Consumer Protection Code contains:

• navigational interactive elements, such as next/back buttons and icons that reveal more content once clicked.
• learning interactive elements, including scenario-based questions.

Modular Structure: This course is broken down into short modules that take less 15 – 20 minutes to complete, so learners can easily finish this course at their own pace.

Real Life Case Studies: Learners benefit from studying recent examples of Consumer Protection Code (CPC) breaches. These highlight the importance of following the CPC principles.

CityLearning enjoys a longstanding reputation for the highest quality course content. We are committed to continuous improvement and have a well-established Quality Assurance System in place to measure and enhance our performance.

All project personnel are highly experienced in developing generic, customised and bespoke eLearning solutions for our clients.

Our courses are regularly reviewed by Subject Matter Experts and thought leaders in the industry. The content is also reviewed by financial services regulatory consultants in the UK and a leading law firm in Ireland.

CityLearning is the only provider of an eLearning compliance training course on the Irish Consumer Protection Code.

CityLearning has been creating eLearning compliance training courses for 25 years. Our courses have been accredited for Continuing Professional Development (CPD) by various bodies, including the Chartered Insurance Institute (CII) in the UK and the Institute of Bankers (IOB), Life Insurance Association (LIA) and Insurance Institute of Ireland (III) in Ireland.