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Student Services

At Kaplan, we have two teams that can help you with your queries. Student Services are there if you need admin-related support, such as booking exams, issues with course materials, and using MyKaplan. If you need to talk to your tutor about the course subject matter itself, like theories or understanding accounting principles, then Academic Support can help you.

Which team do I contact?

Use the following as a guide to find out which team you need to contact…

 

Student Services can help you if you need course information about units and exams, purchasing a course, MyKaplan queries, Schweser online access, accessing materials, and more.

Examples of enquiries we often receive include:

  • How do I access my course content on either MyKaplan or the Schweser online portal?
  • Where can I get more information about a course I’ve booked?
  • How do I book a computer-based exam?
  • Where can I find my Live Online WebEx links/recordings?
  • When will my material be delivered?
  • When will my script be marked?
  • How can I check / change something I’ve booked?
  • How can I catch up for a class that I missed?

How do I contact Student Services?

Academic Support deal with the topics you'll actually be learning, and can also help you with answers in your material.

Examples of enquiries we often receive include:

  • Which theory should I apply to the scenario in Q2 on page 76 of the ACCA P5 Exam Kit?
  • I don’t understand why the answer is B in Q5, Chapter 8 on page 43 of the Assurance Question Bank
  • Why have they used £8 as the fair value at grant date in Q2 page 124 in the CR question bank?
  • Please can you explain the concept of materiality for a statutory audit?

How do I contact Academic Support?

How to contact Student Services

There are three ways you can contact Student Services…

 
Fill out my online form.

studentservices@kaplan.co.uk

For all CFA, CAIA, FRM, CISI, IOC, IMC and Excel enquiries email: citybookings@kaplan.co.uk

Telephone Student Services on: +44 (0) 161 259 7400

Please note that our weekday opening hours have been updated to the below times. Weekend times remain the same.

UK phone lines are open:

Monday - Thursday:
Friday:
Saturday:
Sundays and UK Bank Holidays:
8:00am - 8:00pm
8:00am - 5:30pm
9:00am - 5:00pm
9:00am - 1:00pm

Monday - Thursday: 8:00am - 8:00pm
Friday: 8:00am - 5:30pm Saturday: 9:00am - 5:00pm
Sunday and UK Bank Holidays:: 9:00am - 1:00pm

Response time:
We aim to respond to all queries within 48 hours, but at peak times this may take a little longer.

For all CFA, CAIA, FRM, CISI, IOC, IMC and Excel enquiries, call +44 (0) 207 920 3060
(UK opening times for these enquiries are Monday to Friday 9am – 5pm)

Still not sure which team to contact?

For sales, business or apprenticeship related enquiries, call +44 (0) 161 259 7400.

Please note that our weekday opening hours have been updated to the below times. Weekend times remain the same.

Our UK phone lines are open:

Monday - Thursday:
Friday:
Saturday:
Sundays and UK Bank Holidays:
8:00am - 8:00pm
8:00am - 5:30pm
9:00am - 5:00pm
9:00am - 1:00pm

Monday - Thursday: 8:00am - 8:00pm
Friday: 8:00am - 5:30pm
Saturday: 9:00am - 5:00pm
Sundays and UK Bank Holidays: 9:00am - 1:00pm

For all CFA, CAIA, FRM, CISI, IMC and Excel enquiries, call +44 (0) 207 920 3060.
(UK opening times for these enquiries are Monday to Friday 9am – 5pm)

If you are currently studying with Kaplan, visit our Student Services page to find out how we can help you.

Safeguarding and Mental Health

If you have any safeguarding concerns, please contact us via Safeguarding@kaplan.co.uk during working hours. It is a confidential email account.

There are two very good charities who have out of hours support: NSPCC for concerns about young people 0808 800 5000 or the Samaritans 116123.

We can also signpost you to several helpful organisations - we have collated contact details of organisations such as Anxiety UK, Mind, CALM, and Young Minds.