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
- #5 of 5 best companies in Business school
- #2 of 2 best companies in Accounting school
- #7 of 7 best companies in Apprenticeship Centre
- #29 of 29 best companies in Distance Learning Centre
- #78 of 78 best companies in Education Centre
- #119 of 125 best companies in 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.
You have not control over what you paid for!
Find a way of protecting your intellectual assets without restricting buyers, a student must have full control of what they pay for!
6 June 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 you feel our eBooks are restricted. We have moved our ACCA eBooks to Bibliu to increase accessibility, allowing annotations, offline access and more.
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 had purchased the wrong book…
I had purchased the wrong book initially (MA1kit) and asked for a refund which took almost two weeks for approval of refund. I told the representative I would buy the correct book so I could access it online quickly and if they can issue a refund on the first book and not deliver it to Ireland.
Despite the correspondence with Kaplan representative, I have two books delivered t to me , no refund since June 5th correspondence and now I have to courier back the additional book at my cost for me to get my refund of around 40 pounds.
I had followed all terms and conditions for a refund to done.
5 June 2026
Reply from Kaplan UK
Hello Chanda,
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 ongoing experience - I have reached out over email to look further into this issue 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)
I got the resources I needed on time…
I got the resources I needed on time and they were useful for the course I was taking
4 June 2026
Reply from Kaplan UK
Hi,
Thank you for taking the time to leave a review.
It's great to hear you have had a positive experience with our services, and your books arrived on time.
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.
Ross
(Senior Service Operations Advisor)
I haven't received the books till now
I haven't received the books till now. The delivery operator doesnt have any contact number. How can i receive my books? I was supposed to receive them by june 10.
3 June 2026
Reply from Kaplan UK
Dear Valeria,
Thank you for taking the time to leave this review.
I am sorry to hear that you have not yet received your materials.
I have reached out to you via email to discuss this further.
If you have any further issues 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)
Print materials not available
I bought printed materials for the Sep 2026 exams in early June. It's already 2 July and apparently the printed materials are not available yet, causing loss of previous study time. Postage costs that were charged are also higher than actual ahipping costs.
4 June 2026
Reply from Kaplan UK
Dear Andrew,
Thank you for taking the time to leave this review.
I am sorry to hear that you have not yet received your materials.
I have reached out to you via email to discuss this further.
If you have any further issues 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)
I still have not received my textbooks…
I still have not received my textbooks a month after ordering them. I have emailed Kaplan numerous times with no response
3 June 2026
Reply from Kaplan UK
Dear Jessica,
Thank you for taking the time to leave this review.
I am sorry to hear that you have not yet received your materials.
I have reached out to you via email to discuss this further.
If you have any further issues 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)
"Excellent service and support
"Excellent service and support. Ms. Fanny Sumawan is a fantastic, warm-hearted manager who calmly solves any problem and always takes great care of us. Ordering materials for our students is smooth and stress-free thanks to her. Highly recommended!"
30 June 2026
Reply from Kaplan UK
Hi,
Thank you for taking the time to leave a review.
It's great to hear you have had a positive experience with our staff and that you have found our ordering process to be simple and easy to use.
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.
Ross
(Senior Service Operations Advisor)
the app is not comfortable to use
30 May 2026
Reply from Kaplan UK
Dear Vung,
Thank you for taking the time to leave this review.
I am sorry to hear that you have faced issues with the app.
I have reached out to you via email to discuss this further.
If you have any further issues 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)
Not recommended
1. The orderered book has not been delivered after a full month!
2. Access to the materials expires after a year, which has not been properly communicated at any stage.
3. Access to the materials is available only on one device which is a significant obstacle in many situations.
31 May 2026
Reply from Kaplan UK
Dear Michał,
Thank you for taking the time to leave this review.
I am sorry to hear that you have not yet received your materials.
I have reached out to you via email to discuss this further.
If you have any further issues 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)
Great and useful videos and I love how…
Great and useful videos and I love how you get tested to consolidate your knowledge.
27 May 2026
Reply from Kaplan UK
Hi BD,
Thank you for taking the time to leave a review.
It's great to hear you have had a positive experience with our services and you found them useful for your studies.
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.
Ross
(Senior Service Operations Advisor)
Took so long to ship and promised to…
Took so long to ship and promised to deliver within 10 working days but took almost a month to get it. Also I had to pay custom duties. Not recommended. Very poor service
28 May 2026
Reply from Kaplan UK
Dear Kavindra,
Thank you for taking the time to leave this review.
Please accept our sincerest apologies for the delay in receiving your materials. Your order has been flagged to the appropriate team so this issue can be investigated further and to help prevent it from occurring again.
Regarding customs duties, these fees are handled and collected by the courier on behalf of the local customs authorities and are outside of our control. This is also outlined in the delivery information on our website.
If you would like 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 weekend!
George
Senior Service Operations Advisor
Reply from Kaplan UK
Hi Benneth,
Thank you for taking the time to leave a review.
It's great to hear you have had a positive experience with our services, and your books arrived on time.
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)
Great exam centres and helpful learning materials
I’ve been using their services for years, buying books and taking exams at their centres. They are very customer- and student-friendly. They help with rebooking exams without extra charges, unlike some other providers. The exam centres are very conveniently located around London and have a calm, pleasant atmosphere, which is important when you are taking a test.
Their books are very good. If you buy the hard copy books, you also get access to an online portal with extra exercises and mock exams.
30 January 2026
Reply from Kaplan UK
Dear EK,
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.
Sam W
(Senior Service Operations Advisor)
Still didn't receive my book...No…
Still didn't receive my book...No updates just a grumpy rep who told me track it..and never said which site...then when I asked I was told use xyz site very unimpressed fr. I paid more to get a physical book and what a disaster fr
20 May 2026
Reply from Kaplan UK
Dear Tamara,
Thank you for taking the time to leave this review.
I am sorry to hear that you have not yet received your materials.
I have reached out to you via email to discuss this further.
If you have any further issues 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)
I am writing to share my bad experience…
I am writing to share my experience with Kaplan UK, which I found highly unsatisfactory. I did not receive the books I had ordered in April, and despite sending multiple emails requesting clarification, I received no response whatsoever.
It was only after leaving reviews on Trustpilot that I began to receive responses to my emails. While Kaplan stated publicly that they were unable to locate my details, I found it noteworthy that on that very same day they answered to my email, confirming my order and confirming that a full refund will be issued within 14 days (as I requested after three months of delay)
While I appreciate that the matter is now being resolved, I believe the overall handling of this situation fell well below the standard of customer service one would expect.
15 June 2026
Unprompted review
Reply from Kaplan UK
Dear Anto,
Thank you for taking the time to leave this review.
I am sorry to hear you have had a negative experience with our services.
Unfortunately I am unable to locate details regarding this as there have not been any contact details left.
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,
Sam W
(Senior Service Operations Advisor)
Very helpful and quick with a last…
Very helpful and quick with a last minute registration!
15 June 2026
Unprompted review
Reply from Kaplan UK
Dear Megan,
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.
Sam W
(Senior Service Operations Advisor)
They have not delivered my product yet
They have not delivered my product yet! I have sent 3 messages asking where the delivery is, and nobody has responded yet.
23 May 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 not received your materials.
I have reached out to you via email to discuss this further.
If you have any further issues, 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)
Reply from Kaplan UK
Dear Marlena,
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.
Sam W
(Senior Service Operations Advisor)
Easy site to navigate and excellent…
Easy site to navigate and excellent resources on offer
18 May 2026
Reply from Kaplan UK
Hello Mandy,
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 found our site easy and navigate and our resources have helped your studies!
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)
Ebook purchase and reader
It was not easy to use my current email address when I was trying to purchase my ebook. The agent on chat kept asking me about an old email address. Most person using an email @gmail.com. When the email was changed and I purchase the book the confirmation said I will receive another email about the app to read. I have not received it. I trying to use either app and I am not getting through.
16 May 2026
Reply from Kaplan UK
Hello Alison,
I hope that you are well!
Thank you for taking the time to leave some lovely feedback about Kaplan Financial and our services!
In order to assist you further with your access issues, I have sent you an email. We will be able to resolve this matter for you there, thank you for your feedback.
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 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.