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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
Company replied
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
Company replied
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
Company replied
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.
I purchased text books since the 6…
I purchased text books since the 6 March 2026 which I’m yet to receive. My exams is coming up in 2 months time . I’m very disappointed.
March 6, 2026
Reply from Kaplan UK
Hello Lamin,
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 the delay in your receiving your materials, I have reached out via email to help resolve this matter.
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
Hello Jose,
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 your ordering experience was great!
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
Hello Ali,
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 enjoyed our materials! I will also ensure to feedback your comments about the delivery of these.
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)
The platform is beyond my logic
The platform is beyond my logic, I’m extremely frustrated because I wanted to start ACCA program and I gave up because of the material usability. Rigid platform, a pdf that cannot be viewed normally, cannot do tests in an interactive manner…awful.
March 17, 2026
Reply from Kaplan UK
Hello Daniel,
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 you have not enjoyed the MyKaplan platform. I will ensure to pass this feedback onto the relevant teams.
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)
Books are great
Books are great, and electronic version is great too, there is good tools like walk through video with explanations and quizzes. Find it very helpful for self study.
However can’t say same for customer service. If everything goes well than no problem, but if there is issue than it’s another story. My situation was that I’ve ordered wrong books, phoned and cancelled within 10 min from completing order, been told that order got cancelled and I will get refund in few days. 5 days later received cancelled books and now need to return them on my own cost! More than 2 weeks past and I’m still waiting for my refund.
March 9, 2026
Reply from Kaplan UK
Hello Egle,
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 purchasing the wrong materials - I will reach out via email to help resolve this matter for you.
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
Hello Diyor,
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 you expected to be able to download these as a PDF. Unfortunately, due to copyright reasonings we are not able to offer this.
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)
Purchased printed materials…not delivered
Purchased printed materials, expected delivery would be 5 working days. Still haven’t received my order despite the 5 working days lapsing.
March 14, 2026
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 the delay in you receiving your materials. I can confirm that I have chased this with our Publishing team and will be back in touch via email once I have further information.
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)
The whole idea of me buying the exam…
The whole idea of me buying the exam kits was to ensure it had mock exams it doesn't instead only the online version does. Not happy at all
March 14, 2026
Reply from Kaplan UK
Hello Mohammed,
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 that this is not in the format that you would have preferred. All of our Mock exams are located on your MyKaplan so that they can be interactively marketed by yourself. This is also stated in the details on our Publishing website.
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)
Does what it says on the tin .
March 10, 2026
Reply from Kaplan UK
Hello,
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 had a good 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)
I have not received the books after…
I have not received the books after more than 10 days, could you please provide the tracking link. Thank you.
March 9, 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 materials delivery.
We are looking into this with the relevant team now.
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)
Be able not to download the full book …
Be able not to download the full book what is paid for. We only download because there isn't a store we can by purchase and it cost too much clearance when ship
March 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 ebook platform.
The limits on downloads are for reasons of copyright protection, and you should be able to access Bibliu offline should you require.
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)
Professional and complete service
Kaplan staff are very professional and the facilities are quite good to accomodate the students for exams.
But the door of the building in Newcastle is very hard to find. The sign is quite small and facing one side of the street. If you walk from the other side, like I did, you may have to spend a good 10 minutes to find the entrence (Ask the newsagent).
March 9, 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)
Feedback
The order was processed smoothly, and I got my delivery on time.
I was given access to an online platform where the digital version of the study materials.
March 11, 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)
To high prices
To high price I still did not receive materials and waiting 2 weeks already.
March 11, 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 found our pricing to be unsatisfactory.
Our materials are priced competitively for what is provided, as the only provider of CIMA-approved study materials.
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)
Delivery of printed books
I recently purchased the ACCA Taxation FA25 book from Kaplan, and unfortunately my experience was quite disappointing.
At the time of ordering, I was told that I would receive a text message with the delivery date, but I never received any notification. I was away from home for a few days, and because of the lack of communication, I couldn’t make any arrangements for the delivery.
The parcel was delivered while I was away and left outside my front door. As it was raining, the package was soaked, and the book was damaged.
I’m particularly disappointed that the item was left unattended without any protection or attempt to ensure safe delivery. Better communication and handling would have easily prevented this issue.
I hope Kaplan improves its delivery process to avoid similar situations for other customers.
March 14, 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 difficulty with your delivery.
We are currently investigating this on your behalf.
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)
I made a purchase (KP1525589) since 21…
I made a purchase (KP1525589) since 21 February 2026. We are 18 March 2026, almost 1 month and i have still not received the books. First I had to call to request for the tracking number which was sent by email on 4 March. From the tracking, the last date is 5 March which shows that the shipment will be returned. I have made not less than 10 cals since the PO, yet i keep receiving promises like "I will check that", "I"ll get back to you"... I have been directed to Customer service who sent me an email on 10 March and I responded the following day. Since then no reply. I had to call again on 17 March to receive another promise that the order will be resend.
I had a similar problem with my PO KP1502256 which I received only from the resend.
On the contrary with PO KP1488525, I was very satisfied with the speed and timeline. In less than 1 week, the books were already in Gabon.
I thought i needed to raise this review which i have been hesitating since i receive the email.
Hoping this review helps in the improvement process.
Best regards
February 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 these delays with your orders.
I will look into this for you now and be in touch where necessary.
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)
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)
Shocking customer service
Shocking customer service. Nothing is ever easy with them. Every single time I've encountered Student Services, they come back to me with problems. Also don't appreciate that they lie and say that they've stopped sending out textbooks to "save paper" and yet the course costs are so expensive still. The tutors are great though.
March 9, 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 had such a negative experience with our services.
I am looking into this for you now.
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 first Encounter with Kaplan.
My experience was great because the site was very easy to navigate, everything is clear and well placed.
March 10, 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 website.
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)
Corporate greed
I used to order the books to the EU and received them promptly within a week via DHL. Now I don't. Simple as that. I tried talking to them. Nope. A junior assistant runs the show. And it's Evri. Not DHL. The last time (after a month of waiting) they sent it through the DHL. It arrived in a week. So why use EVRI. Well, it's about the money. Not about the customer service. 😉
March 6, 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.
We are looking into this for you now.
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)
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.