Annex 1 Complaints Procedure
Annex 2 Student Code of Conduct
Annex 3 Kaplan Wi-Fi Policy
Annex 4 Classroom Student Charter
Annex 5 Attendance Policy
Annex 6 Disciplinary Procedure
Annex 7 Model Cancellation Form
Annex 8 Bringing your own device to use at Kaplan
Annex 9 Plagiarism Statement
Annex 1 – Complaints procedure
- 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'.
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.
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.
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.
It is expected that the documentation generated during the complaint procedure will remain confidential and that this will be respected by all parties.
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.
If the complainant is concerned about revealing their identity, advice may be sought from anyone at the local centre or familiar to the Customer.
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.
- 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
- 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.
- Appeal against Outcome
If, on receiving the response, the Customer considers that:
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.
- 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;
- 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.
- Stages of the Procedure
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.
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.
The information must be submitted on the official complaints form. The online version of the form is available here.
If you are unable to access this form, please contact the Complaints Officer email@example.com for an alternative version of the form that can be submitted as a hard copy.
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.
Please note that certified copies of documents (e.g. medical certificates) may be requested.
You will receive a confirmation that the complaint has been received.
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.
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.
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)
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.
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.
Annex 2 – 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.
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:
- Treat all Kaplan staff and fellow students, agents or others with respect.
- Practise and promote equality.
- Behave responsibly and safely at all times both on Kaplan premises and in the local area.
- Switch off mobile phones and any other communicating devices when you are in a class.
- Take care of Kaplan equipment, resources, facilities and buildings.
- Follow the Kaplan Wi-Fi Policy.
- Attend all classes on time.
- Keep your tutors informed of any difficulties you may have which affect your course, so that we can support you.
- Ensure that all work is your own.
- Dress in a way that does not offend others. Hooded tops with the hood up and any form of headgear must not be worn in classrooms unless for medical or religious reasons.
- Dispose of litter responsibly by using bins located in every Kaplan classroom.
- Comply with the terms of your student visa, where applicable.
- Do not smoke on or immediately outside Kaplan premises.
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.
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:
- Aggressive and threatening offensive behaviour or language.
- Fraud and deceit.
- Cheating and plagiarism.
- Intentional or reckless damage to Kaplan property or student property.
- Serious misuse of Kaplan property or equipment.
- Material incapacity through alcohol or illegal drugs on Kaplan premises.
- A criminal offence.
- Breach of the Kaplan Wi-Fi Policy.
- Failure to meet student visa requirements.
- Smoking on Kaplan premises.
Annex 3 – Kaplan Wi-Fi policy
Wi-Fi offered by Kaplan is solely for use by its employees and prospective and enrolled students physically present on Kaplan premises. Your use of our "Kaplan Wi-Fi" represents your agreement to these terms.
These terms can be modified at any time, and your continued use of the Kaplan Wi-Fi indicates your acceptance of those modified terms.
Kaplan does not guarantee that the Wi-Fi will be available in all areas of the premises or at all times. Kaplan may modify, suspend or cancel the Kaplan Wi-Fi at any time for any reason and without notice.
Passwords provided to you to access the Kaplan Wi-Fi are intended only for the relevant students or staff members and must not be disclosed to or used by any third parties.
By using the Kaplan Wi-Fi, you agree to the following:
- You are a Kaplan employee, enrolled student, or prospective student, using a laptop on the Kaplan premises.
- You will use the Kaplan Wi-Fi for personal, non‐commercial use only.
- You will not use the Kaplan Wi-Fi in a manner that interferes with Kaplan's ability to offer the Kaplan Wi-Fi to others.
- You will not use the Kaplan Wi-Fi to transmit or store improper or unlawful material. "Improper material" means any text, graphic, audio-visual, visual or aural material that:
- infringes the proprietary rights of another person, including copyright, trademark, patent and rights of privacy and publicity;
- contains viruses or other destructive programs;
- is harassing, embarrassing, sexually explicit, profane, obscene, intimidating, libellous or defamatory; and/or
- provides false or misleading information, constitutes fraud, or is otherwise unlawful.
- You will not use Kaplan Wi-Fi to send junk mail, spam, chain letters, pyramid schemes or any similar or fraudulent schemes or any inappropriate form of communications, or collect responses to such communications.
- You will not use the Kaplan Wi-Fi to violate any laws or to discuss illegal activities.
- You will not impersonate any person or entity, forge headers or otherwise manipulate identifiers in order to disguise the origin of any posting, or collect or store personal data about other users.
- You will never use Kaplan Wi-Fi to attempt to gain unauthorised access to, or interfere with any computer system, or to damage, or breach authentication or security measures protecting any computer system, including Kaplan's computer system.
- You will immediately comply with any request from Kaplan that you cease any conduct that Kaplan, in its sole discretion, considers a violation of these terms.
- You acknowledge and agree that you are solely responsible for your conduct in using the Kaplan Wi-Fi, and you indemnify and hold harmless Kaplan and its group companies, subsidiaries, affiliates, officers, agents or other partners and employees from any claim or demand, including legal fees, made by any third party due to or arising out of your use of the Kaplan Wi-Fi, your connection to the Kaplan Wi-Fi, your violation of these terms, or your violation of the rights of another.
Kaplan has no obligation to monitor the Kaplan Wi-Fi, but may do so and disclose information regarding use of the Kaplan Wi-Fi and your personal information for any reason if Kaplan, in its sole discretion, believes that it is reasonable to do so, including to satisfy laws, regulations, or governmental or legal requests; operate the Kaplan Wi-Fi properly; or protect itself and its employees, students and customers.
We also may remove, block, filter, or restrict by any other means any materials that, in our sole discretion, may be illegal, may subject Kaplan to liability or may violate these terms. Breach of these terms may result in the suspension or termination of either access to the Kaplan Wi-Fi and/or other actions including suspension or removal from study in accordance with applicable code of conduct.
Disclaimer Of Warranties And Limitation Of Liability
The Kaplan Wi-Fi is provided on an "as is" and "as available" basis. Kaplan does not warrant that the Kaplan Wi-Fi will be uninterrupted, error‐free or free of viruses or other harmful components. Kaplan is not responsible for any changes you make to your computer's setting as a result of attempting to connect to the services.
You expressly acknowledge that there are security, privacy and confidentiality risks inherent in wireless communications and technology and Kaplan does not make any assurances or warranties relating to such risks and is not responsible for any loss of privacy or data you may experience while using the service.
Kaplan makes no express warranties and you waive all implied warranties including, but not limited to, warranties of title, non-infringement, merchantability and fitness for a particular purpose regarding any merchandise, information or service provided through Kaplan or the internet generally. No advice or information given by Kaplan or its representatives shall create a warranty.
Neither Kaplan nor any of its officers, directors, shareholders, employees or other authorised representatives shall be liable for any damages arising out of or in connection with the use or performance of the Kaplan Wi-Fi, including (without limitation), compensatory, direct, indirect, or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties. If you are dissatisfied with the Kaplan Wi-Fi or any related terms, conditions, rules, policies, guidelines, or practices, your sole and exclusive remedy is to discontinue using the Kaplan Wi-Fi.
Without prior notice, Kaplan may terminate this Agreement, your password or your use of the Kaplan Wi-Fi, for any reason, including, without limitation, if Kaplan, in its sole discretion, believes you have violated this Agreement or any of the applicable policies. Sections of this Agreement relating to disclaimer of warranties and limitation of liability shall survive termination of this agreement and the Kaplan Wi-Fi.
References here to "Kaplan" refer to the relevant Kaplan Group Company with which you study or are dealing with.
Annex 4 – Classroom 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:
- Attend all your classes
- Complete course assessments/mocks and get them marked
- 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:
- Ensure that you are in class at the scheduled start time. If you join a class late, this is disruptive and disrespectful for other members of your group. Latecomers will be asked to join the group at the next available break time and the register marked as late attendance.
- Sign the attendance register/swipe your student ID cards at each class. Registration is normally taken three times a day for manual registers – morning, start of the afternoon and end of the day – and four times a day for electronic registers (Tensor Card) – morning, lunch start, lunch end and end of day. These are not only vital for health and safety purposes, but are also required for Tier 4 compliance.
- We expect you to achieve a minimum of 80% attendance.
- Advise a centre within 24 hours of a class if you are ill and provide a doctor's note(s). If you are going to be off for 3 or more days you must inform Kaplan at the earliest opportunity.
- Not to switch course groups or courses without agreeing it in writing with the relevant Kaplan centre customer service staff. If you switch group or course without advising us, then you will be marked as absent.
- Disciplinary action will be taken if a student signs the register for anyone other than themselves.
- 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.
- 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.
- It is your responsibility to book and attempt exams relevant to all the papers/units/subjects studied.
Treat all Kaplan staff and your fellow students with respect at all times.
Annex 5 – Attendance Policy
The Student Attendance Policy has been developed as part of Kaplan's commitment to the UKVI regulations and to provide a supportive learning environment that enables all students who have chosen to study with Kaplan to achieve their full potential.
This policy applies to all Kaplan Students
Students should arrive on time for lectures and remain for the duration of the lecture. Late arrival at, and early departure from, lectures is disruptive.
Unsatisfactory attendance includes failure to regularly attend lectures without providing a satisfactory reason to customer service staff for absence, and persistent late arrival at, or early departure from, lectures without prior permission.
Students who are absent from lectures or any other required contacts with Kaplan Staff, without permission on three or more consecutive occasions will be issued with a warning letter and asked to contact the relevant customer service team. They may also be called in for a formal meeting with customer service staff/centre manager.
Students whose attendance falls below 80% will have a discussion with Kaplan staff and will sign a low attendance notice. If low attendance persists in the following semester, the issue will be addressed further and appropriate action taken.
Arriving Late and Leaving Early
Arriving late for or leaving early from your lecture has a negative effect on your attendance. If you are unsure what time your lectures are due to start, please speak with a member of the Customer Services staff in your centre.
If you are late and the lecture has already started, you must not enter the class until the next available break as stated in the Student Charter (Point 1).
Here is how your attendance is affected:
- Arriving late = half a day's absence
- Leaving early = half a day's absence
Please note there is no grace period.
All students are responsible for:
- Attending all timetabled lectures associated with their chosen course.
- Signing the attendance register or swiping their student ID cards during each lecture in order to provide acceptable evidence of attendance.
- Notifying the customer service team in advance (e.g. in person, by phone or email) that they expect to be absent from any lectures.
- Notifying the customer service team in advance (e.g. in person, by phone or email) that they have a timetable clash.
- Obtaining prior permission (e.g. in person, by phone or email) from customer service team for extended authorised absences of 5 or more contacts during term time.
- Notifying the customer service team in respect of unplanned or unforeseen absences from lectures within 24 hours and, if requested by the customer service team, providing a medical certificate or other evidence to explain their absence.
- Requesting permission to switch papers.
Annex 6 – 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.
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.
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.
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.
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.
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).
Annex 7 – Model Cancellation Form
Complete and return this form only if you wish to withdraw from the contract.
You can submit your form electronically or print and return your completed form to:
Kaplan Financial Student Services, 2nd floor, Universal Square, Devonshire St North, Manchester M12 6JH. United Kingdom.
Alternatively, you can email us at StudentServices@kaplan.co.uk.
Annex 8 - Bringing your own device to use at Kaplan
As you prepare for your computer based exam, it is a good idea to complete your course tests and mocks on computer too. As well as checking you're on track with your studies, it helps you get familiar with the software format, giving you extra confidence and getting you exam-ready.
We're happy for you to bring your own device, such as a laptop or tablet, into a Kaplan centre. You might feel more comfortable using a device you know.
Examples of courses where your device could be used are:
- ACA - Applied Workshop and Exam Prep
- ACCA - Revision and Question Based Day
- CIMA - Professional revision phase, including Case Study final two days
If you do bring your device to class, there are a few things you need to be aware of:
- Secure Wi-Fi is available in all our centres – you'll need to sign up using your email address to access it. It's a good idea to complete the sign-up process before you go into class.
- We've installed extra electrical power sockets in centres, so you can plug in to keep your device charged. However, we can't guarantee there will be enough for everyone so it's a good idea to ensure your device is fully charged at the start of each day.
- Keep it quiet – remember to keep your device on mute so you don't distract the rest of your class.
- You'll need your MyKaplan login password (username is your email address) so make sure you can recall it! If you've forgotten your password, at least one hour before your class simply go to www.mykaplan.co.uk and click on forgotten password. You'll then receive an email so you can reset it. Any difficulties call our MyKaplan helpdesk on 0161 259 7400.
- Our tutor and customer service teams in centres are not IT experts! We'll try to help you with any technical issues, but we may not be able to. It is a good idea to take your device into a centre beforehand to check you can connect to the Wi-Fi and MyKaplan, so you're not rushing on the actual day you need it.
- Kaplan cannot accept responsibility for any loss, theft or damage of your device or associated accessories whilst on our premises; you bring it to Kaplan at your own risk (see our full T&Cs on the website). We don't have anywhere to store your device when it is not in use, so it is up to you to keep it safe.
If you've any questions about whether to bring your device into Kaplan, please get in touch on 0161 259 7400.
Annex 9 Plagiarism Statement
If you are booked onto an ATT, ACCA LW-AAA, CIMA Case Study, CTA, ICAEW Professional or Advanced course you’ll 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 else’s 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 hadn’t 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.Back to Terms and Conditions