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Student general FAQs

Last updated: 3rd August 2021

We are now phasing a return to the classroom. How this will work depends on which qualification you are studying for. Please see the qualifications section for more details.

Find out more:

Ensuring the safety of our students and staff

"Is it safe to attend a Kaplan centre?"

It is our absolute priority that we are open only if it is safe for our students. Despite the easing of lockdown from 19th July, we are continuing to keep student numbers in centres to a minimum and are also keeping in place supplementary safety measures. We are currently offering exams and a selection of classroom courses, all with reduced numbers. You can find full details of what steps we are implementing on our Student Safety page.

“Do I need to bring anything with me when I come in?”

Despite the government changes to legislation in place from 19th July we are continuing to maintain a number of safety measures across our locations; Face coverings are to be worn by all staff, students and candidates while in a Kaplan location. Face coverings may only be removed when seated at a designated desk and when social distancing measures are taken. Face coverings must be worn at all other times, including when arriving/leaving and when walking around the location.

We recommend that face coverings remain in place during exams and assessments.

A face visor or shield may be worn in addition to a face covering but not instead of one.

We are unable to supply face coverings to students/candidates.

Some people may be exempted from wearing face coverings, for example, if a health condition prevents them from doing so. We will follow the Government’s guidance on face covering exemptions launch.

“Are there any circumstances where I shouldn’t come into a Kaplan centre?”

Yes, please do not come into a Kaplan location if:

  • You, or a member of your household, are showing symptoms of COVID and have not yet been PCR tested or received PCR test results. Symptoms (per the NHS) could be:
    • a high temperature – this means you feel hot to touch on your chest or back (you do not need to measure your temperature)
    • a new, continuous cough – this means coughing a lot for more than an hour, or 3 or more coughing episodes in 24 hours (if you usually have a cough, it may be worse than usual)
    • a loss or change to your sense of smell or taste – this means you've noticed you cannot smell or taste anything, or things smell or taste different to normal
  • You have tested positive for COVID in the last 10 days
  • You have been in close contact with a confirmed case within the last 10 days. Close contact could be:
    • living in the same house
    • face-to-face contact, for example, talking for more than a few minutes
    • being coughed on
    • being within 2 metres of the person for more than 15 minutes
    • contact with their body fluids
  • You have taken a lateral flow test and tested positive and are awaiting a full PCR COVID test result.

“If there has been a confirmed case in a Kaplan location what will you do?”

We will take immediate advice from public health professionals, if the confirmed case has been on the premises within the last 48 hours, it is likely the premises will get extra cleaning resulting in a possible short term closure.

We will work with the student or member of staff and the NHS Test and Trace service to ensure anyone who may have been in close contact with them is informed and can self-isolate.

If your exam booking is with us or you are attending a class, we will communicate with all learners who were in the class on the same day as the confirmed case to clarify what steps we are taking to ensure everyone's safety and confirm if any closure of the site has/will be necessary. Please note, where we are delivering exams on behalf of an examining body or other organisation we will be unable to contact all learners. In this instance we will inform our partner who will follow their own processes regarding communicating with you.

Delivery of classroom courses

Are Kaplan still running face-to-face classroom courses?

We are delivering a range of classes across AAT, CIMA and ACCA at reduced volumes supported by our range of online and self study solutions. We will gradually start running ACA, ATT and CTA classes from September, please see the relevant qualification page for more details. Student health and safety remains our number one priority.

"During the suspension of classroom courses, what alternative arrangements are in place for students?"

We are delivering a special timetable of Live Online classes or digital resources as a replacement for face-to-face courses.

In the event that you haven't received a notification, you can view your dates in MyKaplan.

Our Academic Support team will also continue to be available to support you. As a reminder, they are available 7 days a week via email and ‘request a callback‘ through MyKaplan.

Hard copy materials for our courses

(Please also refer to the page for the qualification you are studying for more specifics.)

“How will I get access to my hard copy materials?”

We are sending all material to learners' home addresses before classes start. Our aim is to get these to you two weeks before your classroom course starts or if you are studying via any other study method, you should expect your materials within 5 working days of us receiving your confirmed enrolment.

That's why it's essential you keep your delivery information up to date, which you can now do in MyKaplan by following these simple steps.

Our couriers have notified us that delivery time frames may be slightly longer than normal. We use Parcelforce 24 hour service for our deliveries, please provide us with your mobile number via MyKaplan, and Parcelforce will text you on the morning of the delivery with an expected hour slot.

"What can I do if my hard copy materials have not yet arrived?"

If your materials have not arrived 10 working days prior to your course starting, please contact Student Services.

In the meantime, all online versions of the study materials are available for students to access on MyKaplan or Schweser. Do also remember that you can access your materials on an iPhone, iPad and android devices even when you are offline via the Brightspace Pulse App. Please find details on how to use this here.

Computer Based Exams

“Will exams go ahead as planned at a Kaplan location?”

We are currently running AAT, Functional Skills, ACCA, ACA, and CIMA CBEs.

You can view availability and book your AAT, CIMA, or ACCA CBE via our exam booking page. ICAEW certificate level exams can be booked by calling Student Services on 0161 259 7400.

ACCA, CIMA and ICAEW qualifications also offer remote invigilation options for their on demand computer based exams, please see the relevant qualification pages for more details.

We recognise that, given the recent developments in respect of the COVID-19 pandemic, candidates may no longer want to travel to the test centre or take an in-centre exam. Any students with a CBE booking can choose to sit as planned or claim a full refund by emailing us at

Students should only attend if they are comfortable with both the in-centre exam and travelling to the centre to sit their exam. If students do choose to sit the exam, they should carefully consider the safety of their proposed route to the exam centre. As has always been the case, they must strictly comply with our social distancing policy. Failure to comply with these restrictions may result in a student being asked to leave the centre before or during the exam. Please see our student safety page for further information. 

“I have a computer based exam booked at a Kaplan centre but am now unable to attend per your guidance or unwilling to attend. What should I do?"

Please contact our Student Services team on +44 (0) 161 259 7400 to discuss rearranging your exam or to request a refund.

Accessing Online resources

"What equipment do I need to access Kaplan Online learning resources?"

MyKaplan is a fully responsive site which means it will optimise for any device whether that be a laptop, tablet or smartphone.

Within MyKaplan we have three main types of learning that you may wish to access but which may have some limitations:

  • Our OnDemand and Flexible Online content has not been optimised for consumption on small devices but it will adapt to the size of your screen. You can zoom in where the content appears too small. Your learning experience will be better on a tablet compared to a smartphone.
  • Our Live Online ‘live’ sessions need to be viewed in the ‘Cisco WebEx meetings’ app which can be downloaded from Apple’s App store and Google’s Play store. For more information on system requirements please visit our FAQs.
  • Our ‘recorded’ Live Online delivery will work on all devices where they have MP4s. We have a small number of recorded sessions that are not MP4s and therefore not available on mobile devices.
  • For both live and recorded sessions we recommend using a minimum of an A5 sized screen so that you can properly view the tutors notes.

Online assessments, such as Knowledge Checks, are fully responsive and will work on any device. PDFs can also be viewed and can be made available offline in our associated app - Brightspace Pulse.

Updates on Apprenticeships

Redundancies - if you are at risk of redundancy then please note you could still continue with your Apprenticeship. Please contact your Talent Coach as soon as possible to discuss how we can keep you in learning and help find you a new employer.

Please read our FAQ for apprentices facing redundancy.

“Does my Apprenticeship training need to stop if Kaplan has closed their training locations?”

Not at all, you can keep studying! Kaplan is running a reduced number of classroom courses and we are fully operational remotely, to allow you to continue with your Apprenticeship.

You do not need to stop your Apprenticeship and it is important we help you keep on track for completion and are here to be supportive and flexible, whilst everyone navigates a new reality.

"I am being supported by the Government job retention scheme known as "furloughing launch" - can I still continue with my Apprenticeship?"

Yes you can.

As long as you remain an employee, and are not doing work for your employer whilst furloughed, you can carry on with your Apprenticeship study programme. This should be a good opportunity to devote time to your study and get ahead.

However, if you cannot do any study or skills and behaviour development relevant to your Apprenticeship standard for more than four consecutive weeks, then you may need to go on a Break in Learning from your Apprenticeship. This should be for a four week period and then reviewed.

If you are furloughed please update your training log and let your Talent Coach know. Please make sure you provide your Talent Coach with a personal email address and mobile number so we can remain in contact with you whilst you're on furlough. We will place this information on your records and ensure you get full support to continue with your studies. At present the furlough scheme is due to end on 30th September 2021.

“I am a furloughed worker continuing with my apprenticeship. What happens to my 20% off the job?”

If you are continuing with your apprenticeship, whilst being Furloughed from work, you still need to meet your 20% requirements across your whole Apprenticeship. Whilst you are Furloughed any time you spend studying will count as Off the Job and so it could be a great time to get ahead with your programme. Whilst Furloughed you will not be doing any working hours.

Record your training time in your Training Log and your Talent Coach will help you to ensure that you have met your 20% requirement overall. And if you are doing more than 20% training to make the most of your furloughed time, there's no requirement from Kaplan that you cap it at 20% during furlough. Do press on and make the most of this time.

“I am a worker on reduced hours - how does this impact my 20% 'off the job' training time?”

It is important to remember that the 20% applies across the whole apprenticeship duration. There may be periods during which you are able to spend more time in training and other times when this isn't possible - as long as the total amount ends up at 20% of working hours over the whole Apprenticeship period, then that is ok. If you are working reduced hours for more than 4 consecutive weeks and you cannot commit to your intended training schedule then please note this on your Training Log and discuss it with your Talent Coach who can help you to make any necessary adjustments.

“Other aspects of my role have changed and I am concerned about my 20% Off the Job Training”

You might be covering a different part of the business at the moment which isn’t as relevant to your Apprenticeship. You might be asked not to take off the job time whilst there’s a shortage of colleagues. This is understandable in the current situation and should not mean that you need to stop learning.

Keep a note of this if it happens, so you can talk with your Talent Coach in your next review about additional time you’ll need. If it becomes unmanageable, please ask your line manager or Apprenticeship business lead to contact their Kaplan Account Manager or Talent Coach.

The main thing is to keep going and talk to us about any challenges you face.

“Knowledge, Skills and Behaviours - what can I do to keep on track?”

You can still be making progress towards the KSBs of your standard, even if you’re working remotely. Now may be a good time to:

  • access the e-learning on MyKapApp.
  • speak to your Talent Coach about our additional Skills and Behaviour  microsite resources
  • complete one of the assignments or mocks in your course.
  • update your training log.
  • complete a reflections log.
  • book onto one of the on-line development days.
  • make sure you’re up to date with what’s expected in your End Point Assessment - this could be a good time to get ahead.

“Are Apprenticeship development days still going ahead?”

Our development sessions are Live Online sessions. They are interactive and typically last between two and three hours, depending on the subject.

Apprentices should continue with 'skills and behaviours' training online in MyKapApp, and through our additional Skills and Behaviour resources (Learning Through the Lockdown microsite).

“Can I take my Functional Skills exams remotely?”

During Covid 19 restrictions, Functional Skills exams were conducted remotely. This provision is set to continue for the foreseeable future.

Taking your exams remotely will be subject to having access to specified hardware, software, a network test being undertaken and an environment where exam conditions can be applied. There are specific dates and times available, so please speak to your Talent Coach for further information.

“Can I take my Functional Skills exams in a Kaplan centre?”

Functional Skills exams can be taken in our nationwide Kaplan centres. Your safety is still our top priority. Exam administration will continue to be carried out in line with Covid-19 safety measures.

There are specific dates and times available, so please speak to your Talent Coach for further information.

“How will I stay in contact with my Talent Coach?”

We’re holding all review meetings with your Talent Coach via phone or video. Please keep those meetings in your diary, even if you’re working from home.

You also have your Talent Coach’s email address. They can support you with the changing landscape and offer advice and guidance.

“End Point Assessment - I am due to have my End Point Assessment in the next few weeks. What does that mean for me?”

Most End Point Assessment Organisations now have remote options for EPA, which means that in most cases you can still complete your EPA as planned. Please refer to the specific detail regarding the qualification you are studying to get full details of what it means for you personally.

Your Talent Coach will discuss your EPA with you at your next contact point to make sure you know the next steps. If your EPA is due in the next few weeks and you haven't heard anything, please contact your Talent Coach.

Facing redundancy?

If you should find yourself in the position of redundancy, or potential redundancy, please contact your Talent Coach as soon as possible.

It can be a stressful experience to go through, and we are here to help you find a solution wherever possible.

Here are some answers to questions you might have:

"My End Point Assessment is coming up soon: can I still take it if I'm made redundant?"

Yes: if your End Point Assessment is in less than six months’ time, you can continue with your apprenticeship until it’s completed and take your EPA even if you aren't working. The Government will fund the remaining parts of your apprenticeship, directly to us.

If you begin a new job which is not an Apprenticeship then you will need to agree on any required time off with your new employer.

"I’m only half way through my apprenticeship but am being made redundant: what happens to my apprenticeship?"

Please contact your Talent Coach asap.

If you have more than six months before End Point Assessment, you can keep studying as an Apprentice for 12 weeks after leaving employment whilst you are looking for an alternative employer for your apprenticeship.

During this period, don’t worry about not being able to develop your skills and behaviours in the workplace. We can continue to deliver your technical training to you, and you can use our microsites for skills and behaviour development ( Learning Through the Lockdown) and our new Careers, Information, Advice and Guidance microsite. Your Talent Coach can send you access to these.

If there isn’t a new employer available to take you on after 12 weeks, then we would need to withdraw you from the programme. You can restart your apprenticeship at a later date if you have secured relevant employment and your employer is supportive.

Please note that the government sometimes changes the rules and time frames in relation to apprenticeships and redundancies. The latest version can be found in the government guidance document launch.

"What help is there to assist me with getting a new apprenticeship employer?"

We have a recruitment team at Kaplan - - who can help you with your CV and will do their best to assist you in finding a new role. Please make sure they have your latest CV and information about where, location-wise, you could work, so they can guide you and make recommendations.

There is an apprenticeship helpline for apprentices being made redundant. The number to ring is 0800 015 0400. There's written guidance on advice if you're facing redundancy through the government's apprenticeships website launch.

We also suggest that you keep an eye on the government’s apprenticeship website called Find Apprenticeship Training launch and LinkedIn launch. Many employers are now not using commercial recruitment firms, but are promoting vacancies on LinkedIn.

Make sure your Linked In profile is up to date and includes what you’ve been learning through your apprenticeship to date.

"I’m finding this difficult to cope with - who do I speak to?"

It’s understandable that you feel concerned: going through a redundancy and indeed, emerging from lockdown, can be a very unsettling time. Please do contact your Talent Coach and take a look at our resources on anxiety. You can also contact Kaplan’s designated safeguarding colleagues at with any wellbeing or safeguarding concerns.

Also, remember that there's a new helpline for apprentices being made redundant on 0800 015 0400. It's a free advice line which has details of support services offering financial, health and wellbeing advice; plus legal and careers guidance. Redundancy is also a time to think of new opportunities. Resilience and having an open mind are key qualities right now. The charity Mind has some excellent help on stress and resilience launch.

For anyone suffering from acute stress, please contact your GP or medical services via 111. The Samaritans provide out of hours telephone support as well on 116123.

Last updated: 3rd August 2021

Who is best to contact for help and advice?

For accountancy and tax students please be aware that we are experiencing high call volumes throughout this period. You can call us on 0161 259 7400 or email us at and an advisor will assist you as soon as possible.

For Banking and Finance (CFA, CAIA, FRM, IMC and CISI) please redirect your enquiry to

If you are worried about your progress through your Apprenticeship, please speak to your talent coach.

For information on your specific qualification please visit the Qualification and course update page.

If you would like some support with technical questions while you are studying don't forget about our Academic Support team. They are available 7 days a week via email, live chat and 'request a callback' through MyKaplan.

Safeguarding and Mental Health

If you have any safeguarding concerns, please contact us via 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.