Frequently asked questions

Got Questions?  We’ve Got Answers!  The Kaplan Altior team have written a number of Frequently Asked Questions (and Answers) in response to enquiries we have received previously on our training and assessment programmes or on how to book with us and use this website.

If you can't find what you're looking for, please send a quick email to altior@kaplan.co.uk and we will do our very best to answer your question as soon as possible.

Making a booking

We accept booking enquiries either through our website, by clicking ‘Book your place’ on each course information page, or you can contact us on +44 (0)29 2000 3135. Our team will discuss your training requirements with you and then email a booking form to you to confirm your request.
We aim to process all bookings within 48 hours, and you will receive an email confirmation to notify you once your booking has been processed. If you have not heard from us by this time, please call Customer Services on (0) 29 2000 3135 where the team will be happy to check the status of your booking.
Yes. Please call our customer services team on (0) 29 2000 3135 who will be happy to take your credit/debit card payment over the phone.

Kaplan Altior runs training courses in venues across England and Wales. We try to use as many city centre locations as possible, close to rail and road links for easy access.

You will be informed of the venue details along with your joining instructions approx. 2 weeks before the start date of your course.

If you booked your course online or by telephone, you may cancel it without penalty within 14 days prior to the course date. Otherwise, once we have accepted your booking, you will remain liable for the full fee should you wish to cancel your course. However, delegates may be substituted free of charge, provided that you notify us in writing before the start of the course.

Please note special terms apply to Higher Rights of Audience training and Assessments, TLP and CILEx Advocacy training and Assessment courses. Please see our terms and conditions.

How do I make a booking?

We accept booking enquiries either through our website, by clicking ‘Book your place’ on each course information page, or you can contact us on +44 (0)29 2000 3135. Our team will discuss your training requirements with you and then email a booking form to you to confirm your request.

Can I make a provisional booking?

We do not accept provisional bookings. 

Do I have to book before I attend a course?

Yes, all courses must be booked in advance. You will not be able to attend a course if you turn up on the day without prior booking.

What is included in the course fee?

In addition to the training on the day of the course, the course fee includes the following:

  • Course materials

  • Access to online materials - MyKaplan/MyResources, if appropriate to the course booked

  • Ability to transfer for free up until 28 days before the course

Lunch, travel and expenses are not included in the course fee

Can I purchase the materials from a training course without attending?

No, our course materials are only available to those who attend a training course with us.

What if I have special needs?

If you require extra support on your course or exam, please contact the Disability Support Officer, Jude Welsh (Jude.welsh@kaplan.co.uk) who will contact you to discuss your requirements.

I’ve not heard anything about my course booking, what should I do?

We aim to process all bookings within 48 hours, and you will receive an email confirmation to notify you once your booking has been processed. If you have not heard from us by this time, please call Customer Services on (0)29 2000 3135 here the team will be happy to check the status of your booking.

Can I pay by cheque for my training?

Yes. Cheques should be made payable to: Kaplan Altior

You should post your cheque along with a copy of your booking form to:

[1] Kaplan Altior, 6th Floor, West One, Fourth Banks. NE1 3PA.

Cheques must be received prior to attending the course. You can not bring payment with you on the day of your course.

Can I pay by Credit/Debit card?

Yes. Please call our customer services team on (0)29 2000 3135. who will be happy to take your credit/debit card payment over the phone.

Can I pay by BACS for my training?

Yes. If you would like to pay for training by direct bank transfer, please request the BACS details from our customer services team.

Where will my course be held?

Kaplan Altior runs training courses in venues across England and Wales. We try to use as many city centre locations as possible, close to rail and road links for easy access..

You will be informed of the venue details along with your joining instructions approx. 2 weeks before the start date of your course.

Travel & accommodation

In your joining instructions you will be sent a map with all travel links to the venue. If you wish to arrange accommodation please contact the venue directly who will be able to help. Unfortunately we do not have any preferential rates agreed with the venue partners in regards to travel, parking or accommodation.

Can I transfer onto a different course/ course date?

You can transfer from one course to another, however we will apply an administrative fee of £50.00 plus VAT per day transferred if you are transferring within 28 days of your course start date.  Please note special terms apply to Higher Rights of Audience training and Assessments, TLP and CILEx Advocacy training and Assessment courses.

How do I cancel a course booking?

If you booked your course online or by telephone, you may cancel it without penalty within 14 days of making the booking. Otherwise, once we have accepted your booking, you will remain liable for the full fee should you wish to cancel your course. However, delegates may be substituted free of charge, provided that you notify us in writing before the start of the course.

Please note special terms apply to Higher Rights of Audience training and Assessments, TLP and CILEx Advocacy training and Assessment courses.

Course information

Your joining instructions will be sent out approximately 2 weeks prior to attending the course via email. If you have not received them within this time frame please contact our administration team on (0)29 2045 1000

You can expect to receive results  for your assessment as follows:

  • Financial and Business Skills examination (FBS module of the Professional Skills Course) within 28 days of sitting the examination.
  • CILEx advocacy assessments within 6-8 weeks of undertaking the examination.
  • Higher Rights of Audience assessments within 12 weeks of undertaking the examination.

Results will only be expressed as a pass / fail. Specific marks or grades will not be disclosed.

Unfortunately, members of the Kaplan Altior team are unable to provide results over the telephone.Results will be emailed to the address provided to us at the time of booking.

If your contact details have changed please update us as soon as possible using our online enquiry form, by emailing us at altior@kaplan.co.uk or by calling (0)29 2045 1000
Our PSC has specific instructions relating only to delegates attending this course. Please view the PSC information guide which can be found on the course detail page.
Our HRA courses and Assessments have specific instructions relating only to delegates attending these courses/assessments. Please view the HRA information guide which can be found at the bottom of the course page.
Dress code for our training courses is usually smart casual, but some courses/assessments require you to wear court attire. Please check your course information guide for more specific requirements by course.
If you are running late for your course, please call the Customer Services team (0)29 2045 1000.  It is important that we know as soon as possible to be able to advise you about the hours that may be lost and what alternative arrangements can be made.
If you are unable to attend, please call the Customer Services team on (0)29 2045 1000 and inform them of the reason for the non-attendance.  Please also refer to our terms and conditions as it details any administrative charges that may arise from this non-attendance.
My Kaplan is a personal online study space used by other parts of the Kaplan UK business and the portal through which we administer the Financial & Business Skills Online Revision Module.  Important Note: This revision module is the only module that can be accessed through MyKaplan.  To access course details, distance learning and venue details for all other modules, please refer to My Resources.

Within 48 hours of enrollment onto the Financial & Business Skills Online Revision Module, you will receive an email from MyKaplan Support with a link to the registration page.  If you have not received this, please call the Customer Services team on (0)29 2000 3135 to check the status of your enrollment and for further guidance.

Before contacting us, please first check your spam/junk filter as the registration email can, on the odd occasion, be pulled out by your filters.

Some of our courses require an element of pre-reading or coursework to be completed as part of your training. If this is applicable to your course, you will be sent information to log into the MyResources section on this website along with your joining instructions. Here you will be able to access any pre-course materials that you will require.
A link is available for your MyResources account on the top right hand side of the header bar on this website. You will need the username and password provided on your joining instructions email to access your account.

My Kaplan
Problems with access to the Online Revision Module should be addressed by calling the My Kaplan helpdesk on 0800 988 7760* or 01908 768 400. (*Free from UK landlines only. 01908 UK local rates apply) They are open from 8:30am – 10pm Monday to Friday and from 8:30am to 6:30pm on the weekend and bank holidays.

MyResources
If you are unable to access the MyResources section of the Altior website, please call our administrative team, their contact details can be found on your joining instructions email.

Where will my joining instructions or pre-course materials be sent?

These will be generally sent to your personal email address (work or home, whichever you have specified) unless we have received alternative instructions from your firm. Please check with your training manager for more information.

How will I receive my distance learning  work for my PSC electives?

Within your Joining Instructions you will be provided with a password and link to access this work online, please see information on MyKaplan and MyResources below.

When will I receive my joining instructions?

Your joining instructions will be sent out approximately 2 weeks prior to attending the course via email. If you have not received them within this time frame please contact our administration team on (0)29 2045 1000.

When will my course materials be sent out?

If your training requires you to review course materials prior to the course date, a link to view these materials will be sent to you within your joining instructions. Delegates are not required to print this material in advance as a hard copy of course materials for all courses will be provided at the venue on the day of the course.

When do I receive my results?

You can expect to receive results  for your assessment as follows:

  • Financial and Business Skills examination (FBS module of the Professional Skills Course) within 28 days of sitting the examination.

  • CILEx advocacy assessments within 6-8 weeks of undertaking the examination.

  • Higher Rights of Audience assessments within 12 weeks of undertaking the examination.

Results will only be expressed as a pass / fail. Specific marks or grades will not be disclosed.

Unfortunately, members of the Kaplan Altior team are unable to provide results over the telephone.Results will be emailed to the address provided to us at the time of booking.

Results will not be issued if there is an outstanding balance on your account. Please see our terms and conditions.

When and how will I receive my certificate of completion?

Your certificate will be sent to your nominated postal address when all elements of your course/s have been satisfied, including; passing any assessments, completing coursework, attending courses and full payment being received.

What if I change my address?

If your contact details have changed please update us as soon as possible using our online enquiry form, by emailing us at altior@kaplan.co.uk or by calling (0)29 2045 1000.

Professional Skills Course information

Our PSC has specific instructions relating only to delegates attending this course. Please view the PSC information guide.

Higher rights of audience

Our HRA courses and Assessments have specific instructions relating only to delegates attending these courses/assessments. Please view the HRA information guide. 

What should I wear / what is the dress code?

Dress code for our training courses is usually smart casual, unless you are attending an advocacy based course, in which you will be required to wear court attire. This information can also be found in your course handbook.

Who should I notify If I am going to be late for my course / exam?

If you are running late for your course, please call the Customer Services team (0)29 2045 1000.  It is important that we know as soon as possible to be able to advise you about the hours that may be lost and what alternative arrangements can be made.

What if I am unable to attend?

If you are unable to attend, please call the Customer Services team on (0)29 2045 1000 and inform them of the reason for the non-attendance.  Please also refer to our terms and conditions as it details any administrative charges that may arise from this non-attendance.

What is MyKaplan?

My Kaplan is a personal online study space used by other parts of the Kaplan UK business and the portal through which we administer the Financial & Business Skills Online Revision Module.  Important Note: This revision module is the only module that can be accessed through MyKaplan.  To access course detail, distance learning and venue details for all other modules, please refer to My Resources.

How do I sign into MyKaplan account?

Within 48 hours of enrollment onto the Financial & Business Skills Online Revision Module, you will receive an email from MyKaplan Support with a link to the registration page.  If you have not received this, please call the Customer Services team on (0)29 2045 1000 to check the status of your enrollment and for further guidance.

Before contacting us, please first check your spam/junk filter as the registration email can, on the odd occasion, be pulled out by your filters.

What is MyResources?

Some of our courses require an element of pre-reading or coursework to be completed as part of your training. If this is applicable to your course, you will be sent information to log into the MyResources section on this website along with your joining instructions. Here you will be able to access any pre-course materials that you will require.

How do I sign into MyResources account?

A link is available for your MyResources account on the top right hand side of the header bar on this website. You will need the username and password provided on your joining instructions email to access your account.

My password information doesn’t work, what should I do?

My Kaplan

Problems with access to the Online Revision Module should be addressed by calling the My Kaplan helpdesk on 0800 988 7760* or 01908 768 400. (*Free from UK landlines only. 01908 UK local rates apply) They are open from 8:30am – 10pm Monday to Friday and from 8:30am to 6:30pm on the weekend and bank holidays.

MyResources

If you are unable to access the MyResources section of the Altior website, please call our administrative team, their contact details can be found on your joining instructions email.

Will my course count for Continued Professional Development / Competence (CPD / CPC) purposes?

Your CPD requirement will depend upon which organisation you are regulated by.

Follow this link for more information.

How to use this website

How do I navigate the web site?

It's easy to find what you need at altior.co.uk.

If you are a delegate searching for training, you can get an idea of the courses you might be interested in, either through our course directory, or by visiting our public programmes page; which will tailor a list of courses for your career level. You can reach either of these sections from our homepage or through using the search function in the website header.

If you are booking for multiple delegates or would like information about our in-house and tailored training courses then this section is accessed from our home page or through using the search function.

Links to all main category pages including insights, courses, about Altior, contact us can be found through the top navigation and also again in the footer area.

How can I find what I need on your site?

Search entire site

In the header area, which appears on each page, there is a search box. Type a keyword or phrase, e.g. professional skills course or trainers, into the search box and click the "Search" button. A list of links to pages containing your search word will be displayed.

Course finder

Our course finder allows you to select the course you’re interested in and jump straight to this page. It’s a quick search function for all of our training courses. It can be found on key pages throughout this website as well as the homepage.

Site map

The site map, accessed from the footer of this website, shows you a list of the website's main section pages. You can click directly to the pages that interest you.

I’m experiencing issues with the website, who do I contact?

Please contact our customer services team on (0)29 2000 3135 to report any issues you may have encountered when using the website.

Feedback and contacting Kaplan Altior

If you would like to make a complaint, please download and review our complaints policy for instructions on how to contact us. The document can be found at the bottom of this page.

Can I let you know my thoughts?

Please feel free to provide us with any feedback or comments you may have via our email address altior@kaplan.co.uk or by submitting an online enquiry form.

I am interested in writing for the Kaplan Altior blog, who should I contact?

We encourage anyone interested in writing for our blog to submit their idea to our marketing manager Rhian Riley via email at rhian.riley@kaplan.co.uk.

I have not heard back about the feedback I gave during my course.

If you have requested a response to feedback provided on the day of your course but have not received a response from us within 14 days please contact our customer services team by calling (0)29 2000 3135, emailing us at altior@kaplan.co.uk or by submitting an online enquiry form.

I would like to give feedback following my course.

Altior values all feedback from delegates and we actively seek this by providing a Feedback Form that we ask you to complete after each module attended. Your tutor will provide this on the day of your course. If you have other feedback that you would like to provide, please complete the enquiry form on the website or feel free to email us directly at altior@kaplan.co.uk.

How do I contact you?

Please see our contact us page.

How do I find out about current vacancies?

For the latest vacancies at Kaplan Altior please visit the About us area of this website, accessed from the header or footer.

I’d like to know more about Kaplan.

Kaplan is changing the face of education. We are at the forefront of bringing educational programs and innovative learning technologies to students around the world to help them unlock their talent. The global educational landscape is changing, and Kaplan is leading the charge with a student-focused approach to education. For more visit www.kaplan.co.uk

How do I find information on other Kaplan businesses?

Please find links below to our other Kaplan businesses:

Please click to download our complaints policy document.