Subscription Service

Free Trial Period


You are eligible for a free trial before you purchase a course with Kaplan. This will give you access to all the content and resources available to Kaplan students.


Once the trial has expired after 5 days you will no longer have access to the content provided by Kaplan. To continue using the resources available students must then enrol using one of the subscription models available.


The free trial period cannot be extended unless due to extenuating circumstances.

Enrolment


  • To enroll on a Kaplan course you need to fill in the online form via our website. After submitting the form you are formally accepting these terms and conditions.


  • You acknowledge the fact that it is your sole responsibility to get registered and/or become a member of the relevant professional accountancy body for your course as required. Kaplan can advise but it is the student's responsibility to organise this themselves.


  • By enrolling on a Kaplan course, you hereby give Kaplan permission to share your ACCA student number with the ACCA for the purpose of the ACCA result service. You also give permission to the ACCA to share your exam results with Kaplan. These details will not be shared with any third party.


  • No hard copy material is provided when using the subscription service. The integrated workbook only will be available in pdf format.


Payment


  • Depending on which plan you choose (monthly, quarterly or annually) charges will vary. You can place your order directly on our website and pay by debit or credit card. You will be asked for your card details at the checkout where you can pay securely. Your order will then take 48 hours to be completed.


  • Kaplan will continue to take payment either monthly, quarterly or annually until the student fully cancels the subscription. You will be sent email reminders 1 week before payment is due.


  • If payment fails a notification email is sent to the student. We will then try to take payment again after 3 days, if it fails again we will attempt after 5 days. Finally if it still fails after 7 days the subscription will be cancelled and the access will be taken away. As soon as payment is received the course will be made active again.

Membership


  • The fees will be payable in Malaysian Ringgits.


  • If a student decides to cancel their subscription, they are not entitled to a refund for any previous months paid (Monthly, Quarterly or Yearly).


  • If prices increase at any point in the agreement, students will be notified in advance.


  • The membership will automatically renew unless we are notified otherwise.


  • If a student decides to cancel the subscription they can do this online via their account or get in touch with our customer services team via email.


  • If a student decides to upgrade or downgrade the subscription they need to get in touch with our customer services team via email.


  • Students are responsible for managing their membership account. They can view their subscription details, edit payment details, cancel their subscription and view any past invoices.



Licence of Intellectual Property. We will allow you to use the applicable study materials in a personal capacity for the purposes of studying on the Course. That permission will end when this Contract ends. You agree that you will only use any study materials and/ or digital content for study purposes and that you will not copy, make available, transmit , reproduce, sell, licence, distribute, publish or broadcast or otherwise circulate the materials.

Ownership of Intellectual Property. All intellectual property rights (including copyright) in a Course or other learning materials belong to us, or another company in the same group of companies as us.



Complaints procedure

  1. Complaint Definition
    'An expression of dissatisfaction with any individual, service or lack of service where a response is reasonably expected, and has not been resolved by an informal approach'.

  2. Introduction
    The following describes Kaplan Financial's Customer Complaints Policy. This document will apply to Customers (students/learners and employers) who are dissatisfied with the provision of Kaplan's services and wish to make a formal complaint. The procedure may be used by existing and prospective customers.

  3. Principles
    Kaplan constantly seek to improve services and aims, therefore, to deal thoroughly, objectively and fairly with any complaint about business services, and to offer an appropriate remedy to anyone who is adversely affected by a service which fails to meet our standards.

  4. Customers, either individually or collectively, are entitled to raise legitimate complaints and criticisms. Kaplan will not penalise anyone for making a legitimate complaint about College services. This entitlement is balanced by the requirement that the rights are not misused, and that the professional reputation of members of staff are protected. Disciplinary action may be taken if a complaint is shown to be malicious, frivolous, or vexatious.

  5. It is expected that the documentation generated during the complaint procedure will remain confidential and that this will be respected by all parties.

  6. Kaplan cannot deal fully with anonymous complaints, as a personal response would no longer be an option. Kaplan considers those about whom complaints are being made have the right to know the basis of the complaint and what is being claimed. A copy of relevant documentation will be forwarded to the person who is the subject of the complaint. Kaplan will, however, always ensure that the complainant's identity is not disclosed, or implied as the complaint is investigated, without informing the relevant party first.

  7. If the complainant is concerned about revealing their identity, advice may be sought from anyone at the local centre or familiar to the Customer.

  8. Customers are advised to raise the issue informally and ONLY ONCE with the Head of the appropriate Department or any other appropriate individual familiar to the Customer. It is anticipated that the vast majority of complaints will be resolved at this stage. This is the first and preferred method of resolution, without recourse to formal procedures. Informal complaints will be logged by the College at this stage, which will override any further informal approach made by any other individual subsequent to this.

  9. Types of Complaint covered by this policy
    This is a single complaints procedure to cover different types of Customer complaint or grievance, which can be used to complain about any service the College provides. The list is not exhaustive, but is likely to fall under the following categories:

    • The behaviour of another Customer, i.e. student or member of staff

    • Complaints arising from your educational experience e.g. poor teaching or supervision

    • Complaints in respect of academic and/or administrative support or other services

    • Complaints relating to Government Funding will be investigated as per the Skills Funding Agency's procedure - a copy of this can be provided on request

  1. Complaints affecting a number of Students
    If the complaint is shared by a number of Students, it should be raised collectively as a group and follow the procedure outlined above. If the group of Students/learners will be submitting a letter of complaint for any of the stages it should be signed by all concerned.

  2. Appeal against Outcome
    If, on receiving the response, the Customer considers that:

    • not all the evidence has been considered in reaching a judgment;

    • the decision you have received is unfair or unlawful; or

    • despite your complaint being upheld, you have still been disadvantaged;

  1. An appeal can made in writing to the Complaints Officer for the case to be reconsidered on any of these grounds. Both parties to any complaint have the right to appeal, within seven working days of learning of the outcome of the hearing. Grounds for appeal must include additional evidence to that submitted originally, and should indicate in writing why the response to the complaint is not satisfactory. Taking into account all the previous attempts at resolution, the Senior Management team will make the final decision.

  2. Customer Complaints Procedure
    Kaplan's Senior Management team has overall responsibility for the complaints procedure. It monitors the complaints and comments received, and the effectiveness of this procedure in addressing them. Subject to complaints being dealt with on an individual basis, the Senior Management team will review any common causes or patterns of complaints which emerge.

    The Complaints Officer is responsible for arranging, recording and ensuring that decisions are conveyed to the Senior Management team. All detailed documentation will be kept confidentially.

  3. Stages of the Procedure

  4. Informal stage

  5. If you are considering making a complaint, you are strongly advised to raise the issue informally with the appropriate Head of Department or member of staff you feel comfortable with. It is anticipated that the vast majority of complaints will be resolved at this stage. Your informal complaint will be logged and you will not be able to use the informal complaint route subsequently through any other individual. This is the preferred method of resolution, without recourse to formal procedures.

  6. Formal stage

  7. If you are unable to resolve your complaint informally, you will need to provide us with details in writing to the Complaints Officer as soon as possible after the events about which you are concerned occurred, normally within fourteen working days. Kaplan may not be able to investigate your complaint properly if you delay.

  8. The information must be submitted on the official complaints form. The online version of the form is available here.

  9. If you are unable to access this form, please contact the Complaints Officer complaints@kaplan.co.uk for an alternative version of the form that can be submitted as a hard copy.

  10. You will need to provide:

    • your name

    • a contact address (and preferably telephone and email address)

    • your programme of study

    • the date on which the problem arose

    • whether anyone else was affected, or saw what happened

    • the response you would like from us

    • any supporting evidence.

  1. Please note that certified copies of documents (e.g. medical certificates) may be requested.

  2. You will receive a confirmation that the complaint has been received.

  3. The investigation will be undertaken by our independent Complaints Officer who will respond within fourteen working days of receiving your complaint, to let you know the outcome of the investigation, and details of any actions to be taken. If Kaplan is unable to do so, you will be informed about how much longer it will take. You, and any individual against whom the complaint is being made, are entitled to submit written evidence to the Complaints Officer in support of your respective positions.

  4. If at any time during this stage, or later, you would like to try to resolve your complaint informally, you can do this by contacting the Complaints Officer.

  5. The possible outcomes of the formal complaint are as follows:

    • Complaint not upheld (if the complaint is felt not to be warranted)

    • Complaint upheld in whole or in part (if the complaint, or part of it, is felt to be fair in any of its elements)

  1. In the event of a complaint being upheld in whole or in part, recommendations will be made in respect of remedial action required. A response may be required from the individuals concerned, within a set time frame.

  2. Kaplan will respond by detailing how the complaint has been investigated, the evidence used, the conclusion reached, and, if appropriate, the steps to be taken to resolve the matter. Kaplan may not be able to give you the precise redress you asked for, but you will have an opportunity of saying whether or not you are satisfied with the proposals.

Student Code of Conduct


Purpose and scope

Kaplan is committed to creating a study environment for its customers and staff that is safe and where everyone is treated with dignity and respect. All students should work hard to achieve their study goals and take responsibility for their learning. Kaplan aims for all students to have an enjoyable and successful time with us.


The Code of Conduct explains how we expect students to behave whilst on Kaplan premises in relation to Kaplan staff, students, agents or otherwise.


Expectations

Whilst it is not possible to lay down an exhaustive set of standards, detailed below are general examples which demonstrate the level of conduct Kaplan expect from students:

  1. Treat all Kaplan staff and fellow students, agents or others with respect.

  2. Practise and promote equality.

  3. Behave responsibly and safely at all times both on Kaplan premises and in the local area.

  4. Switch off mobile phones and any other communicating devices when you are in a class.

  5. Take care of Kaplan equipment, resources, facilities and buildings.

  6. Attend all classes on time.

  7. Keep your tutors informed of any difficulties you may have which affect your course, so that we can support you.

  8. Ensure that all work is your own.

Breaches of Kaplan's Code of Conduct

If a student fails to achieve the Kaplan expected standards of conduct, their behaviour may be addressed through the Student Disciplinary Procedure.


Gross Misconduct

A serious breach of this code of conduct may constitute gross misconduct and could lead to a disciplinary interview being held and the student's exclusion from study at Kaplan without any written warnings having been issued previously.

Examples of what may be deemed to constitute gross misconduct include, but are not limited to, the following:

  1. Bullying.

  2. Harassment.

  3. Aggressive and threatening offensive behaviour or language.

  4. Fraud and deceit.

  5. Cheating and plagiarism.

  6. Theft.

  7. Intentional or reckless damage to Kaplan property or student property.

  8. Serious misuse of Kaplan property or equipment.

  9. Material incapacity through alcohol or illegal drugs on Kaplan premises.

  10. A criminal offence.


Student Charter

At Kaplan we want you to enjoy your studies and pass your exams.

To ensure you have the best opportunity to pass your exams there are a few things you need to do:

  1. Attend all your classes

  2. Complete course assessments/mocks and get them marked

  3. Utilise the features and benefits, including online testing, provided on MyKaplan.

In order to get the most out of your studies with Kaplan, create a friendly study environment and for you to achieve your qualification, we require you to adhere to the guidelines set out in this charter:


Attendance

  1. If you miss a class without exceptional circumstances (e.g. illness), then tutors cannot be expected to spend additional time going over work that has been missed. If you are in a class and don't understand anything, then the tutor will endeavour to spend time outside the class helping you.

  2. Progression

  3. All assessments and mocks (as applicable per qualification/course) should be completed and submitted for marking within the deadlines provided. The more questions you attempt and the more practice and feedback you get, the better the chance of passing.

  4. It is your responsibility to book and attempt exams relevant to all the papers/units/subjects studied.

General

Treat all Kaplan staff and your fellow students with respect at all times.



Disciplinary Procedure

Kaplan's student disciplinary procedure provides a framework for addressing breaches of the code of conduct that are considered to be too frequent or too serious to be dealt with less formally. They have been designed in such a way as to ensure that all students are given access to a fair hearing and that all relevant facts will be established and considered before final decisions are made.

Investigation

In most cases, the matter will have arisen out of a complaint raised by a fellow student or an employee of Kaplan. In all cases an investigation will take place to determine whether or not it might be necessary to invite the student complained about to attend a disciplinary interview.

Suspension

In cases where the alleged misconduct is serious, and/or it may be detrimental to Kaplan or any individual/s for the student to remain on site, suspension may need to be considered while the case is being investigated. In such cases the student will be informed of the reason for suspension.

Suspension from studies does not constitute a warning for misconduct or removal from study with Kaplan.

Criminal proceedings

Where any member of staff has reason to believe or is informed that a student may have committed a criminal offence, Kaplan will normally refer the matter to the police and may also initiate disciplinary proceedings under this procedure or suspend the student pending the outcome of police enquiries and any charges which may be brought against the student. Where the student has been suspended under this provision, when the results of those enquiries and any criminal proceedings are known, Kaplan reserves the right to recommence disciplinary proceedings. Any Kaplan disciplinary action relating to alleged criminal offences will be based on reasonable belief.

Written warning

Where serious misconduct has occurred, the student may be given a written warning. The student will be informed that further misconduct or failure to meet the standards detailed in the Student Code of Conduct is likely to result in exclusion from studies with Kaplan. Details of written warnings will remain on a student's file for 12 months from the date of the warning being issued. Failure to attend a disciplinary interview may result in a decision being made in the student's absence.

Exclusion from Kaplan

Further misconduct after a warning has been issued, gross misconduct, or any other circumstances which Kaplan deem to be of a particularly serious nature may result in exclusion from studies with us. Students who are excluded from studies with Kaplan will not be entitled to any form of refund.

Appeals

A student who has been issued with a written warning or excluded from studies with Kaplan is entitled to appeal against the decision that was made. An appeal must be made in writing within 10 working days of receipt of the warning/exclusion letter. The original decision letter will state to whom the appeal should be made. The manager conducting the appeal may wish to conduct an appeal interview with the student and will notify of the decision in writing.

Third Party Notification

Kaplan reserves the right at any stage to inform the sponsor, the relevant governing body and/or the Home Office (where applicable).


Plagiarism Statement

If you are booked onto an ATT, ACCA LW-AAA, CIMA Case Study, CTA, ICAEW Professional or Advanced course youll have the opportunity to submit assessments for marking. Assessments enable you to demonstrate your knowledge & understanding of the paper in addition to tracking your progress. It is in your best interest to submit your own assessment, not to plagiarise anyone elses work or submit the model answer in lieu of your own.

If you are deemed to have cheated by either submitting the model answer or copying another student then the marker will not mark your paper. The marker will give the assessment a mark of 1. If you have been given a mark of 1 the student services team will email to inform you.

If your studies are sponsored by your employer then your manager will be emailed to be made aware that you have been given a mark of 1 and why.

If you are on a course with the Pass Guarantee (PG) and the assessment you have submitted is part of the PG then your Pass Guarantee will be voided as you hadnt made a reasonable attempt.

If you would like to appeal against the decision please notify the Student Services team and they will look into this for you.







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