If you want to make a complaint, we recommend raising the issue informally with a member of staff you feel comfortable with. They'll do everything they can to help you and the vast majority of complaints will be resolved at this stage. If you don't have access to a member of staff who you feel comfortable, please email complaints@kaplan.co.uk, or contact us here. If you're unable to resolve your complaint informally, you'll need to provide us with details in writing to the Complaints Officer as soon as possible, within 14 working days of the issue. The information must be submitted on the official complaints form, which can be downloaded here, and Kaplan may not be able to investigate your complaint properly if you delay. If you're unable to access this form, please contact the Complaints Officer at complaints@kaplan.co.uk for an alternative version of the form. More information on our formal complaints procedure and policy can be found here.