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Terms and conditions

Please read these terms and conditions carefully before using this site.

Website Terms and Conditions

Last revised May 2021

  1. Who we are and how to contact us

    https://cimastudy.com is a site operated by Kaplan Financial Limited in conjunction with The Chartered Institute of Management Accountants ("We"). Kaplan Financial Limited is registered in England and Wales under company number 01028790 and its registered office is at 179-191 Borough High St, London, SE1 1HR. Kaplan Financial Limited’s VAT number is GB 719008837. The Chartered Institute of Management Accountants® is registered in England and Wales under company number RC000251 and its registered office is at The Helicon, One South Place, Haydons Road, Moorgate, London, United Kingdom, EC2M 2RB.

    To contact us, please email enquiries@cimastudy.com.

  2. By using our site you accept these terms

    By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

    If you do not agree to these terms, you must not use our site.

    We recommend that you print a copy of these terms for future reference.

  3. There are other terms that may apply to you

    These terms of use refer to the following additional terms, which also apply to your use of our site:

    • Our Kaplan Privacy Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.
    • Our Cookie Policy, which sets out information about the cookies on our site.
    • CIMAStudy Course Terms and Conditions are the terms on which we provide the products and services on the CIMAstudy.com site.
  4. We may make changes to these terms

    We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. These terms were most recently updated on 7th May 2021.

  5. We may make changes to our site

    We may update and change our site from time to time to reflect changes to our products, our users' needs and our business priorities. We will try to give you reasonable notice of any major changes.

  6. We may suspend or withdraw our site

    Our site is made available free of charge, however certain content and pages within the site require login details and payment.

    We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

    You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

  7. We may transfer this agreement to someone else

    We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

  8. You must keep your account details safe

    If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

    We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

    If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at enquiries@cimastudy.com.

  9. How you may use material on our site

    We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

    The contents of this website may be downloaded, printed or copied for your personal use and you may draw the attention of others within your organisation to content posted on our site.

    You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

    Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.

    You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

    If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

  10. Do not rely on information on this site

    The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.

    Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

  11. We are not responsible for websites we link to

    Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

    We have no control over the contents of those sites or resources.

  12. User-generated content is not approved by us

    This website may include information and materials uploaded by other users of the site, including to bulletin boards and chat rooms. This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.

  13. How to complain about content uploaded by other users

    If you wish to complain about content uploaded by other users, please contact us on enquiries@cimastudy.com.

  14. Acceptable Use

    You may only use this website in accordance with these Terms and Conditions and, in any event, for lawful and proper purposes which includes complying with all applicable laws, regulations and codes of practice within the UK or other jurisdiction from which you are accessing this website.

    In particular, you agree that you will not: post, transmit or disseminate any information on or via this website which is or may be harmful, obscene, defamatory or otherwise illegal; use this website in a manner which causes or may cause an infringement of the rights of any other; make any unauthorised, false or fraudulent booking; use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this website including but not limited to uploading or making available files containing corrupt data or viruses via whatever means; deface, alter or interfere with the front end "look and feel" of this website or the underlying software code; take any action that imposes an unreasonable or disproportionately large load on this website or related infrastructure; obtain or attempt to obtain unauthorised access, via whatever means, to any of our networks. Without prejudice to any of our other rights (whether at law or otherwise) We reserve the right to: cancel your bookings without reference to you; and/or deny you access to this website where we believe (in our absolute discretion) that you are in breach of any of these Terms and Conditions.

  15. We are not responsible for viruses and you must not introduce them

    We do not guarantee that our site will be secure or free from bugs or viruses.

    You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

    You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.

  16. Applicable Law

    Please note that these terms of use, their subject matter and their formation, are governed by English law and you may bring proceedings in the English courts.

Course Terms and Conditions

Last revised May 2021

Core Terms Applicable To All Courses

  1. These terms
    1. What these terms cover. These are the terms and conditions on which we provide study materials and services to you, whether these are courses, exams, associated services or digital content combined (a Course).
    2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide Courses to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
  2. Glossary
    1. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
    2. Definitions

      When the following words with capital letters are used in these terms and conditions, this is what they mean:

      • Additional Fees means any fees payable to either us or the relevant professional body for computer based e-assessments, examination entry fees and e-project, tests and assessments, any updates to the Course, administration fees (if applicable) and any registration and membership fees.
      • Cancellation Period means a period of 14 days starting the day after we email you to confirm your enrolment on a Course.
      • Start Date means the date you are given access to the Course on the CIMAStudy website.
  3. Our contract with you
    1. The enrolment and acceptance process. Enrolment takes place when you purchase a Course on the CIMAStudy website: https://cimastudy.com/Home or by purchasing a Course through CIMA Global.
    2. If you are paying by debit or credit card, we will debit the Course fee from your card on or after the day you make an order for the Course. Credit or debit card details are collected over a secure link.
    3. Our acceptance of your enrolment will take place when we have issued you with confirmation of your enrolment at which point a contract will come into existence between you and us.
    4. If your employer is paying your Course fee directly to us, we have agreed a separate contract with your employer for the provision of the Course. In this case any provisions relating to the payment of fees or refunds contained in these terms and conditions do not apply to you.
    5. Any provisions relating to the payment of fees or refunds also do not apply to you if we are providing you with sample resources and demos free of charge.
    6. If we cannot accept your enrolment. If we are unable to accept your enrolment, for example where you have provided incomplete or inaccurate information, we will inform you of this.
  4. Your rights to make changes

    If you wish to make a change to the Course you have applied for please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Course, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. An administrative fee may be payable.

  5. Our rights to make changes
    1. Minor changes to the Courses. We may change the Course and these terms:
      1. To reflect changes in relevant laws and regulatory requirements;
      2. To implement minor technical adjustments and improvements, which will not affect the delivery of a Course; and
      3. To ensure consistency with UK professional education sector practice and guidance.
      4. To accommodate minor or temporary changes to dates and locations, which do not impact on the overall provision of the Course.
    2. More significant changes to the Courses and these terms. In addition, we may make the following changes to these terms or the Course, but if we do so we will notify you in advance and you may then contact us to end the contract and receive a full refund before the changes take effect:
      1. To increase Course fees to proportionately reflect the costs associated with establishing and providing the Course;
      2. To correct errors;
      3. By adding or removing optional modules; and
      4. If a third party such as a government body, an awarding body or professional institute which governs a Course imposes the changes on us, such as amending a policy or procedure, changing the syllabus or method of assessment.
    3. Updates to digital content. We may update or require you to update digital content. We may from time to time make modifications, enhancements or issue clarifications (for example, to clarify ambiguous regulatory drafting) to audiovisual, interactive or written courses, and our systems requirements. Access to such changes will be free of charge to the extent that such changes relate to the Course purchased by you at the applicable time, during the period for which the digital content is available for your Course. The updated digital content shall always match the description of it that we provided to you before you bought it.
  6. Providing the Courses
    1. Acceptance of your enrolment on your Course. You are formally accepting these terms and conditions and your enrolment on the Course by (i) purchasing a Course; or (ii) where you have received a passcode, by activating your passcode on the CIMAStudy website.
    2. Access and extension. Access to your Course is available for 12 months from enrolment or activation of a passcode. If you wish to extend the access to your course beyond the initial 12 months the following will apply:
      1. Extensions of 12 months can be purchased for CIMAstudy and CIMAstudy Prime courses (Aptitude courses cannot be extended). The fee payable will be 15% of the full Course price. The extension will be processed within two (2) working days of payment being received. The costs of these extensions are not included in amounts previously paid and will be charged separately.
      2. Your existing CIMAstudy content will be made available to you for the agreed extended period. You may not receive updated or new content and we cannot guarantee that the original content is valid for subsequent exams. Any assignment or mock submission deadlines will not be extended.
      3. Extensions will not be granted if Kaplan / CIMA no longer offer or support that course or qualification or syllabus.
      4. The extension is non-transferrable.
      5. To request an extension contact: enquiries@cimastudy.com within 30 days of your Course expiring.
    3. Access to MyKaplan is not included as a part of the Course.
    4. Course updates From time to time certain courses and/or study materials may be superseded by new legislation, new syllabi or the issue of new regulations. If this arises then we may produce courses covering the new material. For the avoidance of doubt, purchase of a current Course does not as part of the original purchase price entitle access to future revised courses and further amounts may be due.
    5. We are not responsible for delays outside our control. If provision of the Courses is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any part of the Course you have paid for but not received.
    6. Reasons we may suspend the provision of a Course to you. We may have to suspend the provision of a Course, for example to:
      1. Deal with technical problems or make technical changes;
      2. Make changes to a Course as notified by us to you (see clause 5); and
      3. Complete any disciplinary procedure.
    7. Your rights if we suspend the provision of a Course. We will contact you in advance to tell you we will be suspending provision of a Course, unless the problem is urgent or an emergency. You may contact us to end the contract for a Course if we suspend it, or tell you we are going to suspend it and we will refund any sums you have paid in advance for part of the Course that you have paid for but not received.
    8. We may also suspend provision of a Course if you do not pay. If you do not pay us for a Course when you are supposed to (see clauses 3d and 11) and you still do not make payment within 7 days of us reminding you that payment is due, or if your sponsoring employer or third party funder does not pay us, we may suspend provision of the Course until you have paid us the outstanding amounts. We will contact you to tell you we are suspending provision of the Course. We will not suspend the Course where you dispute the unpaid invoice (see clause 11e). We will not charge you for the Course during the period for which it is suspended. As well as suspending the Course we can also charge you interest on your overdue payments (see clause 11e).
    9. Ownership of Intellectual Property. All intellectual property rights (including copyright) in a Course or other learning materials and the materials on this website (as well as the organisation and layout of this website) together with the underlying software code belong to us, or another company in the same group of companies as us and/or CIMA, or by our licensors.
    10. 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. The contents of this website may be downloaded, printed or copied for your personal non-commercial use. You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text. Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged. You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors. If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.
    11. Your Account and Password. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use. If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at enquiries@cimastudy.com.
    12. It is your responsibility to register and/or become a member of the relevant professional body for your Course.
  7. Your rights to end the contract
    1. You can always end your contract with us. Your rights when you end the contract will depend on what you have applied for, how we are performing and when you decide to end the contract:
      1. If you want to end the contract because of something we have done or have told you we are going to do, see section 7b;
      2. If you have just changed your mind about a Course, see sections 7b(vi), 7c and 7d. You will be entitled to a refund if you cancel within the 14-day Cancellation Period.
      3. In all other cases (if we are not at fault and the Cancellation Period has ended), see section 7e.
    2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (i) to (v) below the contract will end immediately and we will refund you in full for any part of the Course which have not been provided and you may also be entitled to compensation. The reasons are:
      1. We have told you about a significant upcoming change to the Course or these terms in accordance with clause 5b which you do not agree to;
      2. We have told you about an error in the price or description of the Course you have ordered and you do not wish to proceed;
      3. There is a risk that the Course may be significantly delayed because of events outside our control as provided for by clause 6f;
      4. We have suspended provision of the Course for technical reasons, or notify you we are going to suspend it for technical reasons, in each case for a period of more than 30 days; or
      5. You have a legal right to end the contract because of something we have done wrong.
      6. Exercising your right to change your mind (Consumer Contracts Regulations 2013). You have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. If you are cancelling within the 14 day Cancellation Period then please let us know by a clear statement: using the contact details in section 8a, send us a letter, email us, or call us. Please give us your name, address, details of the Course and where available your phone number and email address. You may also use the model cancellation form provided at Annex 1 to these terms. The use of the model cancellation form is not obligatory. To meet the cancellation deadline it is sufficient for you to send us your communication telling us you wish to cancel before the end of the Cancellation Period. If you are posting either a letter or the model cancellation form to us, you may wish to send this by recorded delivery as you will need to be able to prove that we have received it. If you are completing the online model cancellation form by clicking here, we will acknowledge receipt by email without delay.
    3. When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
      1. Digital content after you have started to download or stream these; and
      2. Services, once these have been completed, even if the Cancellation Period is still running; and
      3. Sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them.
    4. How long do I have to change my mind? You have 14 days after the day we issue you confirmation of your enrolment in accordance with clause 3c. If you cancel after the Start Date, you must pay us for the elements of the Course provided to you up until the time you tell us you have changed your mind. If we delivered digital content to you immediately, and you agreed to this when you applied, you will not have the right to change your mind, and will have to pay us for that element of the Course.
    5. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 7a), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for study materials or digital content is completed when these are delivered, downloaded or streamed and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for any elements of the Course not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract which will include an administrative fee of up to £100 per course for handling the cancellation.
  8. How to end the contract with us (including if you have changed your mind)
    1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
      1. Email. Email us at enquiries@cimastudy.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
      2. Fax. Complete the form contained at Annex 1 in this terms and fax it to us at (0)113 243 0056.
      3. By post. Print off the form contained at Annex 1 in these terms and post it to us at the address on the form. Or simply write to us at that address, including the information required in the form.
    2. CIMA Global. If you made your purchase through CIMA Global, contact CIMA directly.
    3. You accept that once a request to cancel your online or distance learning course has been received, your access to any online materials held on our websites will be revoked.
    4. How we will refund you. We will refund you the price you paid for the Course by the method you used for payment. However, we may make deductions from the fees, as described below.
    5. Discounted Offers. If you have purchased your Course though a discounted offer (e.g. discounts for buying two or more courses), you will be refunded at the discounted price.
    6. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of you telling us you have changed your mind.
  9. Our rights to end the contract
    1. We may end the contract if you break it. We may end the contract for a Course at any time by writing to you if you:
      1. Do not make a payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
      2. Do not receive funding authorisation from your employer or loan approval prior to the Start Date or if authorisation of or a loan to fund the Course is withdrawn during the duration of your Course.
      3. Have not complied with our policies referred to in clause 15, those of any relevant professional body or institute, or you are guilty of inappropriate conduct, or are acting in a way that detrimentally affects the learning of others.
    2. If we end the contract in the situations set out in section 9a on or after the Start Date you will not be entitled to any refund. If we end the contract in advance of the Start Date, we will refund any money you have paid in advance for a Course but we may deduct from that refund as reasonable compensation for the net costs we will incur as a result of ending your contract.
  10. If there is a problem with the Course
    1. How to tell us about problems. If you have any questions or complaints about the Course, please contact us. You can contact our customer service team at enquiries@cimastudy.com.
    2. Our complaints procedure is found at Annex 2 or by clicking here. If you wish to make a formal complaint once you have read the policy, please do so using our complaints form or alternatively use the details found in clause 10a.
  11. Fees and payment
    1. Where to find the fees for the Course. The fees of the Course (which includes VAT) will be the price indicated on the booking page when you make your booking. We take all reasonable care to ensure that the price of the Course advised to you is correct. However please see clause 11c for what happens if we discover an error in the price of the Course.
    2. We will pass on changes in the rate of VAT. If the rate of VAT changes between your enrolment date and the Course Start Date, we will adjust the rate of VAT that you pay, unless you have already paid for the Course in full before the change in the rate of VAT takes effect.
    3. What happens if we got the fees wrong. It is always possible that, despite our best efforts, some of the Courses we provide may be incorrectly priced. We will normally check prices before accepting your enrolment so that, where the Course's correct fees at your enrolment date is less than our stated price at your enrolment date, we will charge the lower amount. If the Course's correct price at your enrolment date is higher than the fees stated, we will contact you for your instructions before we accept your enrolment.
    4. When you must pay and how you must pay. We accept payment with Visa, Mastercard, American Express, Visa Delta/ Debit/ Electron, Maestro, Solo, Diners Card, JCB. When you must pay depends on what Course you have enrolled on:
      1. If you are a sponsored student and your employer is paying your fees, we will give you access to digital content and start providing your Course once your employer has paid us, or has agreed payment terms with us. If you are not a sponsored student, we will give you access to digital content and start providing your Course once you have paid us, have obtained a loan or agreed payment terms with us.
      2. For digital content, you must pay for these before you download them.
      3. For services you must pay the fees in advance.
    5. We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
    6. Third Party funding. If your employer is sponsoring your studies then additional documentation may need to be completed prior to enrolment. Please note that if funding is not received or ceases then we will end this contract as set out in clause 9a (ii).
  12. Our responsibility for loss or damage suffered by you
    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the enrolment process.
    2. If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us It is your responsibility to use virus checking software.
    3. We are not liable for business losses. We only supply the Courses for domestic and private use. If you use the Courses for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  13. How we may use your personal information
      How we will use your personal information. We will use the personal information you provide to us:
      1. To supply a Course to you;
      2. To process your payment for a Course; and
      3. If you agreed to this during the enrolment process, to inform you about similar Courses that we provide, but you may stop receiving these at any time by contacting us.
      We may share your personal information:
      1. If you are a sponsored student, we will share your data, course attendance and test results with your employer or any other party responsible for paying your fees.
      2. With CIMA as the relevant professional body for your Course.
      3. With other companies or organisations we have hired to perform services on our behalf including, without limitation, training services, carrying out market research, facilitating some aspects of our site and services, managing our database, contacting you, sending e-mail and fulfilling your requests. These other companies may be supplied with or have access to your personal data solely for the purpose of providing these services to us or on our behalf. We are the data controller and will remain accountable for the personal information.
      4. With other business divisions and subsidiaries of Kaplan, Inc. (our "Affiliated Businesses") that provide services we think might interest you.
      5. With a third party in connection with a change in or corporate structure such as, but not limited to, merger, consolidation, sale, liquidation, or transfer of substantial assets.
      6. We may disclose personal information, as permitted or required by law, and to: (i) respond to inquiries or requests from governmental or public authorities; (ii) protect our rights, privacy, safety or property ; (iii) permit us to pursue available remedies or limit damages that we may sustain; and (iv) enforce our agreements, including without limitation our enrolment terms and conditions.
  14. Technology
    1. Essential requirements. You will need the following essentials to participate in one of our Courses.
      1. Access to a PC or laptop;
      2. Ability to connect to the internet via a broadband connection; and
      3. Calculator – please note that some professional bodies specify the requirements for calculators and you will need to check this.
    2. Your browser. Our learning platform supports all the major modern browsers. However, for optimum performance we recommend that you use the latest version of Chrome. Please refer to our systems requirements.
    3. Pop-up blockers and firewalls. Your web browser may have active pop-up blockers to suppress unwanted advertising. Similarly, you may be behind a content-blocking device such as a firewall. It may be necessary to reconfigure or disable these. If you are accessing the learning platform from work or in a public place you may have to contact the system administrator to do this. It is your responsibility to ensure that CIMAstudy.com, Kaplan.co.uk and Kaplan.com are added to your safe domain list.
    4. Computer equipment and internet access costs. These are not included in our Course fees and are your responsibility.
    5. It is your responsibility to check that the computer or any other mobile device (such as a tablet) you plan to use to access your CIMAStudy account and/or online course is compatible with the minimum specification requirement for operating CIMAStudy and/or using our websites and participating in webinars. This information can be found at https://cimastudy.com/help-and-support.
  15. Other important terms
    1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happened and we will ensure that the transfer does not affect your rights under this contract.
    2. Courses are not transferrable between students.
    3. Students must not share any online content with nor make their online passwords available to any third parties including other students.
    4. Nobody else has any rights under this contract. Unless you are sponsored by your employer, this contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
    5. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    6. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Courses, we can still require you to make the payment at a later date.
    7. Which laws apply to this contract and where you may bring legal proceedings. By agreeing to these terms and conditions you are agreeing that these terms are governed by English law and you can bring legal proceedings in respect of the Courses in the English courts. This is the case even if you live outside of the European Economic Area.
    8. You should satisfy yourself that you will not be in breach of any law where you are resident if this is outside of the UK. If applicable, when ordering study materials for delivery (other than in the UK), you may be subject to import duties and taxes, which are levied once the goods reach the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when you order study materials from Kaplan Publishing, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the study materials.

Annex 1 – Model Cancellation Form

Complete and return this form only if you wish to withdraw from the contract.

You can submit your form electronically via email at enquiries@cimastudy.com or manually create a form using the template below and return to:

Kaplan Financial Limited,
2nd floor,
Universal Square,
Devonshire Street North,
Manchester
M12 6JH
United Kingdom


I hereby give notice that I cancel my contract for the supply of:

Course title:

Course start Date:

Name of student:

Email:

Address:

Signature (only if this form is notified on paper):

Date:

Annex 2 – 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.

    1. 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.
    2. It is expected that the documentation generated during the complaint procedure will remain confidential and that this will be respected by all parties.
    3. 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.
    4. If the complainant is concerned about revealing their identity advice may be sought from anyone at the local centre or familiar to the Customer.
    5. 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.
  4. 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:

    1. The behaviour of another Customer, i.e. student or member of staff
    2. Complaints arising from your educational experience e.g. poor teaching or supervision
    3. Complaints in respect of academic and/or administrative support or other services.
    4. 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.
  5. 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.

  6. 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;

    an appeal can be 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.

  7. 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.

  8. Stages of the Procedure

    Informal stage

    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.

    Formal stage

    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 complaints@kaplan.co.uk 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.

  9. The possible outcomes of the formal complaint are as follows:
    1. Complaint not upheld (if the complaint is felt not to be warranted)
    2. 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 timeframe.

    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.

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