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info_outline Coronavirus (COVID-19): We're now delivering all of our courses remotely via Live Online, OnDemand and Distance Learning.

More information about teaching arrangements, institute news and exams can be found here ›

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Student general FAQs

Last updated: 6th July 2020

We're now delivering all of our courses remotely via Live Online, OnDemand and Distance Learning. 


Find out more:

Ensuring the safety of our students and staff

"Is it safe to attend a Kaplan centre for my exams?"

It is our absolute priority that we reopen only if it is safe for our students. At present we are therefore keeping student numbers to a minimum by only opening for computer based exams. 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?”

Yes. Face coverings are to be worn by all staff and students while in a Kaplan location. Students must bring their own face coverings as we are unable to provide them. Students will be allowed to remove their face covering when at their desk and for the duration of the exam, if they wish. Face coverings can be in the form of masks or shields.

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.

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

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

  • You are showing symptoms of COVID and have not yet been tested or received 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 7 days
  • You have been in close contact with a confirmed case within the last 14 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

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

We will take immediate advice from public health professionals, it is likely the premises will be deep cleaned resulting in a possible short term closure and, if necessary, we can temporarily move to other learning channels including Live Online.

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.

We will communicate with all learners who were in the building 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.

Delivery of classroom courses

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

From Tuesday 17th March and until further notice we have suspended all face-to-face teaching at our training locations across the UK. We cannot predict how long these measures will need to be in place, but we will provide you with at least one week’s notice before they are going to recommence.

“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. Details of your replacement resources and how to access these will be emailed to you separately.

Where possible, we will try to maintain teaching dates, however this will not be possible in all instances.  Should you be unable to attend a session on a new teaching date, you will be able to access the recording within 24 hours on MyKaplan.

Confirmation of dates and/or new scheduled dates will be sent to you along with your invitation link to the Live Online session.  Please note, the course confirmation email will still show the original location where your classroom course was scheduled to take place. Our priority is to get new dates to you as quickly as possible. 

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, live chat and ‘request a callback‘ through MyKaplan.

Hard copy materials for classroom 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 if I can’t collect from a centre as planned?”

As an online retailer our publishing and warehouse team are continuing to operate.

To process your materials for delivery, we need you to complete your details and submit them on this form. We will only use this data for the purpose of sending the materials to you.

We have prioritised those courses which start first. Our warehouse team has so far dispatched all classes which start prior to Wednesday 15th July. Our couriers have notified us that delivery time frames will be 2-3 days, slightly longer than normal. We use Parcelforce for our deliveries, they will text you on the morning of the delivery with an expected hour slot.

Our aim is to get material to all students at least 2-3 days before the start of the class.

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

If your course is due to start tomorrow and you have not received your material, please contact us on the email/phone number at the bottom of the FAQ.

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 delighted that we are now starting to reopen our Kaplan locations for Computer Based Exams.

To start with we are only running AAT assessments as there are currently no remote proctoring (exams from home) solution for AAT exams. If you would like to see more detailed information and advice for AAT students please visit our AAT Institute page.

Other Accountancy and Tax Institutes have either moved exam windows or found remote proctoring solutions which will enable students to sit exams safely from home. Please see the Institute pages for more information on options for other qualifications. We will update this site as soon as we start offering exams for alternative qualifications.

The following Kaplan locations are now open for the AAT exams:

  • Birmingham
  • Nottingham
  • Reading
  • Norwich
  • Leeds
  • Newcastle
  • Manchester
  • London Islington

During August we aim to reopen the following locations:

  • Bristol
  • Glasgow (subject to government announcements in Scotland)
  • Hull
  • Ipswich
  • Liverpool
  • Leicester
  • London Bridge
  • Milton Keynes
  • Southampton

AAT exams for July and August can be booked via our website.

The remaining sites not included above are under review and we will update you on reopening plans for those sites as soon we have more details.

Keeping students and staff safe is our number one priority. For full details on how we will do this please see our Student Safety page.

Please be aware, a face covering is mandatory in all Kaplan locations. If you are attending a computer based exam at a Kaplan centre please ensure that you bring your own, as we are not able to provide them, and you will not be able to sit your exam without one.

“I have a computer based exam booked at a Kaplan centre in the next 7 days but am now unable to attend per your guidance. What should I do?"

Please contact our student services team on +44 (0) 161 259 7400 to discuss rearranging your exam.

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 has temporarily closed its training centres but 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.

“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 resources for you to use whilst furloughed.
  • 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?”

All face-to-face development days have been temporarily suspended until at least the end of June. Some development day sessions have been transferred to shorter on-line classes.

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

“Functional Skills - I've heard that some people don't have to take assessments. Is that true?”

If you had been due to take a Functional Skills assessment between the end of March and end of July, you would have been in scope for receiving a 'calculated result' from City & Guilds rather than doing the assessment. This, however, was only if you had sufficient evidence of learning and on programme assessment already on file e.g. passing a mock exam and we submitted this to City & Guilds by the end of June 2020. Calculated results will be confirmed by City & Guilds from 31 July 2020.

If you were not in the position to have a 'calculated result', City & Guilds say that Functional Skills exams can be taken from 1 August in the usual way i.e. on demand on paper or on screen. Please liaise with your Talent Coach if you have any questions about this.

“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?”

You will not be able to complete your Apprenticeship without completing your End Point Assessment. Please refer to the specific detail regarding the qualification you are studying to get full details of what it means for you personally.

We will be reaching out to you as the planned time of your EPA approaches to let you know next steps regarding any imminent EPAs (we will prioritise those whose EPA are coming up). 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.

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 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.

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.

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. Finally, the government is developing resources for apprentices being made redundant and we will share those with you as soon as they become available.

Last updated: 6th July 2020

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.

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