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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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
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An email that I sent regarding my order…
An email that I sent regarding my order was never actioned.. I even called in and nothing was resolved.. No acknowledgement.. Nothing
April 10, 2026
Reply from Kaplan UK
Dear Gerald,
Thank you for taking the time to leave a review.
I'm sorry to hear about the delay in response you have experienced, I have sent you an email regarding this issue now.
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!
Ross
(Senior Service Operations Advisor)
Changed delivery partner
Changed delivery partner - Evri service is absolutely terrible.The packaging of book is totally torn
April 16, 2026
Reply from Kaplan UK
Dear Eva,
Thank you for taking the time to leave a review.
I'm sorry to hear about the damage to your materials, I have sent you an email regarding this issue now.
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!
Ross
(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)
The worst customer service ever
The worst customer service ever. I have sent them a total of 3 emails asking simply what i was meant to receive from them after spending £1700 on a course for ACCA for one exam. Still no response.
April 23, 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 have experienced this delay in response from our Student Services team.
Unfortunately I cannot see an order number or contact email attached to this review to follow up.
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)
Material viewing experience not upto the mark
Hi,
I like the material's content and it covers the whole syllabus.
What I didn't like is to view these material on Bibliu app which looks so outdated.
April 8, 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 these difficulties with the Bibliu platform.
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)
Technical Issues with Quiz's in Digital Textbooks
I'm currently studying CIMA BA3 with Kaplan and their online textbook with BibliU is completely unfit for purpose.
Although the information is good and easy to understand, I've come across multiple technical issues with their quiz's and end of chapter tests, ranging from unamendable text boxes which incorrectly total numbers forcing you to get the answer wrong, to getting the correct answer marked as wrong then refreshing the page doing it again, and getting marked as correct!
This is an issue across the chapters and is highly frustrating and confusing when trying to learn - I'm concerned I'm learning the incorrect answers, which ultimately could be detrimental when sitting the exam.
Furthermore, I raised this issue with their chatbot and I was asked to raise a ticket myself! As a customer I feel raising tickets about technical issues should probably be the customer services teams job, as I'm not being paid to be a technical checker :')
I did however go on to raise a ticket last week when I first noticed the issues and have had absolutely no response what so ever, so I'm not even sure if they are taking the time to process and correct this.
I'm not sure if this is purely a CIMA BA3 issue, but the way it has been handled is disappointing; so I will be considering other providers for my future studies, as I'm spending more time trying to figure out if I actually got the answer wrong or not, than I am learning the material!
April 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 have experienced these difficulties with the Bibliu platform. We recommend accessing these directly via the Bibliu website or app for a better user experience.
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)
Even though I write emails
Even though I write emails, I don’t receive a response to my question.
March 24, 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 these delays in your delivery as well as in response from our Student Services team.
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)
My review and recommendations.
It was an easily satisfactory experience. I will just shine light on recommendations. For me, as an old customer, I knew how to navigate and find my way to activating the book through Bibliu, finding mock exams and other resources. I feel that any newcoming students may feel lost in the process of doing the above mentioned. Otherwise, I am adequately facilitated.
April 1, 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)
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 difficulty with your order.
It appears as though you have purchased an ebook copy of this material.
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)
Superb quality content long delivery
The study Kits by Kaplan are the absolute best texts for AAT without a doubt, they are concise and filled with the exact information you need but also elaborate everything perfectly, with the perfect amount of detail and framing of knowledge. The problem is the textbooks sometimes take 7 days or more sometimes ten to arrive. The exam study kits are actually quite thin and not as extensive as Bpp media for example which dont allow for as much question practise they could be longer, although the content inside is superb, it does require further supplementation which is good for study. There is also the issue of very few discounts, loyalty schemes or rewards or incentives to repeat customers. I have bought all my aat level 4 books with Kaplan and only found one discount after using Osbourne books whos 2022 texts were appalling but 2016 texts were acceptable. The quality and content of the study texts is however unmatched and I have never failed when using them and reading 4 times over. The exam kits could be longer and after buying over a dozen Kaplan books I would have hoped to have some recognition or discount etc.
April 2, 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 largely 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)
Disappointment
Although I enrolled in the first course on December 25, I have not received the study materials to date. As a result, I missed the March exam. The support team attempted to resend the books several times, but the dispatch issues remain unresolved. Additionally, the pocket notes are not available for download. I intend to claim reimbursement for the cost of the study materials.
Additional:
I've already received few sms with promise that link to payment of custom duty would be provide by email. But no email arrived
Appreciate, if you could help me finally receive this link
April 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 these issues with the delivery of your materials.
This appears to be on old awaiting the payment of customs fees.
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)
Quick and Clear service
Jerome helped me quickly and efficiently with my exam date change
April 16, 2026
Unprompted review
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 Learner,
Thank you for taking the time to leave this review.
I am sorry to hear that you have experienced this delay in the delivery of your materials. Please accept our sincerest apologies for any inconvenience this may have caused.
After reviewing your order, I can see that your parcel is currently with our delivery partner, Evri. I have now reached out via email to provide your parcel tracking number.
If you have any further questions or need any assistance, please don’t hesitate to respond to my email.
I hope you have a great day!
George
(Senior Service Operations Advisor)
Reply from Kaplan UK
Dear Arty,
Thank you for taking the time to leave a review.
It's great to hear you have had a positive experience with our courses!
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.
I hope you have a great week.
George
(Senior Service Operations Advisor)
The book I ordered arrived on time
The book I ordered arrived on time. Good delivery service, well packaged. The order was easy to make.
March 31, 2026
Reply from Kaplan UK
Dear Amelia,
Thank you for taking the time to leave a review.
It's great to hear your materials arrived swiftly!
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.
I hope you have a great week.
George
(Senior Service Operations Advisor)
Reply from Kaplan UK
Dear Abdullah,
Thank you for taking the time to leave a review.
It's 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.
I hope you have a great week.
George
(Senior Service Operations Advisor)
I’m disappointed with Kaplan’s learning materials
I’m disappointed with Kaplan’s service. The website clearly states that printed materials are included, which strongly implies comprehensive physical resources like textbooks. However, fot Distance learning, what I actually received was far from that expectation.
There were no proper physical learning materials provided-no full printed study guides—just “pocket notes,” which are not an adequate substitute. To make matters worse, even those arrived nearly two weeks late.
This is misleading at best. If Kaplan advertises printed materials, they should be transparent about what that actually includes. Students rely on these resources to study effectively, and this lack of clarity—and delay—directly impacts preparation.
April 14, 2026
Unprompted review
Reply from Kaplan UK
Dear Learner,
Thank you for taking the time to leave your review.
I’m sorry to hear that you’re disappointed with your course enrolment.
Unfortunately, as no contact details were included in your review, I’m unable to reach out directly to discuss this with you.
Regarding the course materials, within the ACCA section of our website under the “What’s Included” section, it explains that the Study Text and Exam Kits are provided digitally via BibliU. For Distance Learning courses, only a physical copy of the Pocket Notes is included.
Please accept our sincerest apologies for the delay in receiving your materials. Unfortunately, I'm unable to investigate this further without details of your order.
If you would like us to look into this further, please contact our Student Services team on 0161 259 7400 or email us at studentservices@kaplan.co.uk.
I hope you have a great day.
George
(Senior Service Operations Advisor)
Really helpful material and well…
Really helpful material and well structured! I passed APM my final exam with Kaplan's material, after 3 fails with self study!
February 3, 2026
Reply from Kaplan UK
Dear Dimitris,
Thank you for taking the time to leave a review.
Congratulations on passing your APM exam! 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.
I hope you have a great week.
George
(Senior Service Operations Advisor)
too much slow delivery
March 30, 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 your delivery.
I can see that it is on its way to 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)
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