Ordered my books on Wednesday before midday. The postage label wasn't generated until late on Friday and the books were only collected by the courier on Monday and delivered on Wednesday. The 3-5 work... See more
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Review summary
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The interface is not very user friendly. In order to access the ebook, we must click on several links. Plus the ebook reader is not very interactive. It would be good if we could select the answers or... See more
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I find it very inconvenient that Kaplan made the Study text and exam practice kit available only in digital form. I am experiencing issues with the BibliU app and am unable to download the material.... See more
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think it is crazy that when paying for materials you have to wait to access them till september just because I want to sit exam in December would have liked longer to study as I work full time in dema... See more
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Company details
- Business School
- Accounting School
- Apprenticeship Center
- Distance Learning Center
- Education Center
- Educational Institution
About Kaplan UK
Written by the company
Reasons why people choose Kaplan:
Experts in training and upskilling, for those in accountancy and other professional sectors.
From accountants to bankers to tax and IT professionals, for over 70 years Kaplan has been developing the careers of thousands of learners.
Consistently producing some of the best pass rates in the UK, Kaplan has a broad range of study methods and classroom locations (across the country).
70+ years of teaching experience
40k students each year
8/10 of the UK’s top accountancy firms use Kaplan
FTSE 100 firms use Kaplan
SEE LOCATIONS
Popular qualifications and programmes:
ACCA
CIMA
AAT
ACA
CFA
APPRENTICESHIPS
Our unique approach to teaching:
Kaplan follows an evidenced-based approach, using data and published research (where possible) to inform our teaching and course design.
We also draw on dynamic elements, which evolve as: new technologies emerge, employers demand different levels of expertise, and our understanding of how people learn changes.
Our study methods:
We have a study method to suit any circumstance.
Maybe you need to fit your studies around your family. Or maybe you are an independent learner? Or perhaps you feel more confident in a classroom setting?
Our four study options - OnDemand, Classroom, Live Online and Distance Learning - accommodate all learning styles and are designed to bring the best out of your/your employees’ studies.
Contact info
Borough High Street 191, SE1 1HR, United Kingdom
- 0161 259 7400
- studentservices@kaplan.co.uk
- kaplan.co.uk
3.4
Average
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The lead time from payment point to…
The lead time from payment point to delivery of study text is taking easily more than 1 working day(off on weekend). I was waiting to study and I have to follow up with several emails to get my text.
May 2, 2026
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave this review.
I am sorry to hear that you have experienced this delay in the access to your digital materials. This can unfortunately be the case given the nature of non-working days.
If you would like for us to look into this further, please call our Student Services team on 0161 259 7400, or contact us via email at studentservices@kaplan.co.uk.
I hope you have a great day!
Kind Regards,
Alex
(Senior Service Operations Advisor)
Lower than 1 star find another training provider
Can't go lower than 1 star but I'd go minus 100 if I could. I was told I could defer my final module of my ACCA due to my father in law passing and then being made redundant on the week of his funeral unexpectedly and under questionable circumstances. Now that I'm due to pick the course up again I've been told that I need the authorisation of the previous company even though no money is changing hands and it's been paid for in full. They even want to charge an additional fee because the course fees have gone up. I've been told I can not speak to a manager just a customer service advisor and that I can not make a complaint and nothing can be escalated. They don't listen, they don't seem to be able to make reasonable decisions and they don't follow through with what they have agreed. It seems when students just plough through there is no issue but as soon as their is an issue Kaplan don't want to know. As a training provider there is a duty of care to students and they have shown none. So disappointing.
May 22, 2026
Unprompted review
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave this review.
I am sorry to hear that you are not satisfied with the service provided.
I can see that this has been picked up by our complaints team, and they are investigating the situation for you currently.
If you would like for us to look into this further, please call our Student Services team on 0161 259 7400, or contact us via email at studentservices@kaplan.co.uk.
I hope you have a great day!
Kind Regards,
Alex
(Senior Service Operations Advisor)
Uncaring and unhelpful
I had to go on a study break due to an illness when I returned to my studies student services were unhelpful and uncaring. They gave me a limited time access to my old material but failed to let me know that the content has been updated in the years since and wanted me to pay in full to access the new module that had minimum changes. It's shameful that they are trying to resell the full module that I had already purchased for a few undocumented changed.
The on-demand material is not up to the required standards for the price they charge. A lot of money just for a handful of videos' of someone reading the material aloud and unclear explanation that are frankly worse than their own study text.
Then add on their exploitative e-books that are the same price of printed material (if even available) that is only a licence to access for a single year that are highly restrictive on its useability with limited printing and a dreadful viewer from the mid-2000s.
I would not recommend but there is a very little choice. Must be nice to run a monopoly where you can scam customers with high prices and bad service.
May 8, 2026
Unprompted review
Reply from Kaplan UK
Dear Kieron,
Thank you for taking the time to leave this review.
I am sorry that you have had a negative experience with our services. I have reached out to you via email to discuss this further.
If there is anything else we can help with, please call our Student Services team on 0161 259 7400, or contact us via email at studentservices@kaplan.co.uk.
I hope you have a great week!
George
(Senior Service Operations Advisor)
Very poor service and materials. Sneaky stopped providing physical books.
Kaplan have sneakily stopped providing physical study and exam textbooks with ACCA modules. There was no announcement or warning of this and it isn't highlighted when buying. I've previously studied 8 modules with them (at approx £2k each!) where I received physical Study and Exam Kit books. On the 9th they tricked me. The pocket notes I did receive came several weeks late. As someone that works full time with screens I want to use a physical book not spend more time hurting my eyes. I see many others complain of this on here.
Even worse, you can't just use the online materials. It's infested with DRM (anti-piracy measures) that Kaplan has used to ensure noone can copy any of the info. This means opening, viewing and scrolling the text is difficult and the resolution&zoom make it difficult to view. Kaplan clearly massive prioritises reducing piracy over providing the courses people pay a lot of money for. You can't even download a pdf copy to annotate, which naturally makes learning harder and clashes with what their own teachers suggest as a studying method! They only allowing pdf downloads of 20% of each book and even when buying extra add-on courses like revision, for the same module, this percentage doesn't get increased!
If I get the usual generic response from Kaplan asking for my contact details, I've already left the same review officially via your end-of course review and my name is as listed, so you can proactively contact me.
May 14, 2026
Unprompted review
Reply from Kaplan UK
Dear Thomas,
Thank you for taking the time to leave this review.
I am sorry that you have had a negative experience with our services. I have reached out to you via email to discuss this further.
If there is anything else we can help with, please call our Student Services team on 0161 259 7400, or contact us via email at studentservices@kaplan.co.uk.
I hope you have a great day!
Kind Regards,
Sam W
(Senior Service Operations Advisor)
No issues
Have used Kaplan on more than one occasion for the Live online courses and have been successful in my studies. I was a little disappointed in their change of practice to not supplying a hard copy study text as part of my training materials (this had been included during my previous studies). There is now only a digital copy available - I am old school and prefer reading from an actual textbook and making notes, it is more effective. I did spend an additional £53.00 to purchase separately on top of my course fees.
April 25, 2026
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave a review.
It is great to hear you have had a positive experience with our services!
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great week.
Alex
(Senior Service Operations Advisor)
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave a review!
It is great to hear you have had a positive experience with our services.
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great week.
Alex
(Senior Service Operations Advisor)
good experience
April 27, 2026
Reply from Kaplan UK
Hello Analene,
I hope that you are well!
Thank you for taking the time to leave some lovely feedback about Kaplan Financial and our services!
It’s great to hear that you have had a great experience with Kaplan Financial!
Please do let us know if there is anything else we can help with - our dedicated Student Services team are available on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Thank you,
Sam
(Senior Student Service Advisor)
Student services are fab
Student services (Manchester number) are genuinely great, I spoke to Jerome today and he sorted my issue out, laughed along with my stupidity, gave me some gentle encouragement and left me feeling much better about having to spend more money to extend my course (again, because i'm a lazy toad). 11/10 service.
May 6, 2026
Unprompted review
Reply from Kaplan UK
Hello Helen,
I hope that you are well!
Thank you for taking the time to leave some lovely feedback about Kaplan Financial and our services!
It’s great to hear that you received such a good level of customer service!
Please do let us know if there is anything else we can help with - our dedicated Student Services team are available on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Thank you,
Sam
(Senior Student Service Advisor)
Online materials
Have used Kaplan previously, only reason I went with Kaplan instead of any other provider was that their materials were easy to understand.
Kaplan has now moved to fully digital materials but this doesn’t work for everyone. While I support reducing paper use, I already spend my whole working day on a screen, and then having to study the same way is causing significant strain.
The Bibliu platform also limits certain functions. I can’t easily copy text or annotate like on a paper or pdf, even pdf I can print and annotate. As someone who uses a computer rather than a touchscreen device, I find it much harder to learn without being able to write things down.
Kaplan’s tutors recommend copying question wording when practicing to save time, yet the BibliU library doesn’t allow this (it says copying limit reached just for copying the wording of question in my answer format) meaning I spend unnecessary time typing instead. This adds to the frustration and makes the process more stressful than the studying itself.
Given the high cost of the course, the quality and usability of the materials are disappointing. My experience with the last two exams through Kaplan has been very poor, and I would have appreciated being given the option to choose physical textbooks.
May 6, 2026
Unprompted review
Reply from Kaplan UK
Hello,
I hope that you are well.
Thank you for taking the time to leave some feedback about Kaplan Financial and our services.
I am sorry to hear about your experience with Bibliu. We do feel this change has offered higher accessibility for our learners. Unfortunately you have not left any contact information for this to be discussed further.
Please do let us know if there is anything else we can help with - our dedicated Student Services team are available on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Thank you,
Sam
(Senior Student Service Advisor)
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave a review.
It is great to hear you have had a positive experience with our services!
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great week.
Alex
(Senior Service Operations Advisor)
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave a review.
It is great to hear you have had a positive experience with our services!
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great week.
Alex
(Senior Service Operations Advisor)
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave a review.
It is great to hear you have had a positive experience with our products and services!
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great week.
Alex
(Senior Service Operations Advisor)
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave a review.
It is great to hear you have had a positive experience with our services!
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great week.
Alex
(Senior Service Operations Advisor)
Every time I order a textbook it…
Every time I order a textbook it arrives damaged, and customer service never rectifies the problem.
April 21, 2026
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave this review.
I am sorry to hear that you have experienced this issue with the delivery of your materials.
I am currently looking into this for you.
If you would like for us to look into this further, please call our Student Services team on 0161 259 7400, or contact us via email at studentservices@kaplan.co.uk.
I hope you have a great day!
Kind Regards,
Alex
(Senior Service Operations Advisor)
Easy to navigate
Easy to select and pay. Online reading on mobile devices should allow for a bit more flexibility, then its perfect.
April 14, 2026
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave a review.
It is great to hear you have had a positive experience with our services!
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great week.
Alex
(Senior Service Operations Advisor)
Extremely unsatisfactory customer…
Extremely unsatisfactory customer experience. The following claim was not addressed: "While I understand your reference to Brexit-related changes, the current situation is not clear from a customer perspective.
At the time of ordering, a delivery charge of £20 was included in your invoice, following confirmation of my address. However, I am now being asked by the delivery company to pay an additional €18.65. This amount appears to include taxes—although it is unclear how VAT is being applied to an overseas purchase from the UK—as well as unspecified delivery-related charges.
If these additional charges are outside your control, it raises the question of why a delivery fee was included in your invoice in the first place, given that the final cost to the customer is neither transparent nor fixed.
I would appreciate clarification on this matter, particularly how such charges are communicated to customers at the point of purchase, as I am considering sharing feedback on this experience more widely."
April 12, 2026
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave this review.
I am sorry to hear that you are dissatisfied with the courier service and fees relating to this order.
These fees are handled and collected by the courier on behalf of the local customs authorities. If you have concerns regarding the specific amount charged, we recommend you contact the courier directly. The courier will be able to provide an itemized breakdown or an official invoice detailing the specific duties and taxes applied to the shipment.
If you would like for us to look into this further, please call our Student Services team on 0161 259 7400, or contact us via email at studentservices@kaplan.co.uk.
I hope you have a great day!
Kind Regards,
Alex
(Senior Service Operations Advisor)
Straight forward and clear
April 14, 2026
Reply from Kaplan UK
Dear Student,
Thank you for taking the time to leave a review.
It is great to hear you have had a positive experience with our services!
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great week.
Alex
(Senior Service Operations Advisor)
Advice /book are helpful
Advice /book are helpful. I see when I pass exam :-)
Thank you
April 13, 2026
Reply from Kaplan UK
Dear JP,
Thank you for taking the time to leave a review!
It is great to hear you have had a positive experience with our products and services.
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great weekend!
Ross
(Senior Service Operations Advisor)
Online study text and exam kit
I find it very inconvenient that Kaplan made the Study text and exam practice kit available only in digital form. I am experiencing issues with the BibliU app and am unable to download the material.
Also, after working all day in front of the screen, it would have been great to give my eyes a rest and study from a physical book.
I understand that these days pretty much everything is moving online but I find it makes my study experience much worse and would have preferred the option of the physical books.
April 8, 2026
Reply from Kaplan UK
Dear VF,
Thank you for taking the time to leave this review.
I am sorry to hear that you have experienced issues with the Bibliu app.
I have sent you an email now to discuss this matter further.
If you would like for us to look into this further, please call our Student Services team on 0161 259 7400, or contact us via email at studentservices@kaplan.co.uk.
I hope you have a great day!
Kind Regards,
Ross
(Senior Service Operations Advisor)
Happy Student!
I just spoke with Jerome from the customer services team, and he was fantastic. He took the time to walk me through everything in detail and made sure all my questions were fully answered. It was a really positive experience—thank you so much, Jerome!
April 30, 2026
Unprompted review
Reply from Kaplan UK
Dear Yasir,
Thank you for taking the time to leave a review!
It is great to hear you have had a positive experience with our student services team.
If you do need any support in the future, please do not hesitate to contact our Student Services team on 0161 259 7400, or via email at studentservices@kaplan.co.uk.
Have a great weekend!
Ross
(Senior Service Operations Advisor)
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