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Frequently asked questions

Before contacting us with any specific query, please review the FAQ’s below first. These are the most common questions we receive and it is very likely that your query will be answered below.

Browse F.A.Q. Topics

1 - General

  • Where can I book an exam?
    The CII exams can only be booked via the CII.  You will also find dates and location to all their exams on their website at http://cii.co.uk
  • Where can I purchase a CII study text?
    The CII study texts can only be purchased directly from the CII.

    For the majority of the exams, our resources are intended to complement your studying from the CII study text, not to replace it. They help to cement your learning.
  • Are your mock papers the same as the CII’s papers?
    Our mock papers are written by Brand Financial Training Ltd.  They are not duplicates of the CII exam guides or past papers.  Our mock papers are written in the same style and format as the CII exam to aid with your revision, study and exam practice.
  • Are your multiple-choice mock papers as hard as the CII’s papers?
    Most candidates say our papers are ‘spot on’, but we do occasionally hear from candidates who say our papers are easier, and sometimes we hear from candidates who say ours are harder!  It seems odd, but actually makes a lot of sense.

    With the multiple-choice exams, every candidate gets their own ‘mix’ of questions.  How a candidate finds their particular paper depends on a) how prepared they are for the exam, and b) how well the paper happens to play to that individual’s strengths or weaknesses.

    For example, there are some candidates who rely on recognising questions and therefore memorising answers.  They do badly when the CII word things differently as they don’t have the required level of genuine knowledge and understanding.

    Another example is where a candidate finds the first sitting very hard and fails, but their re-sit is fine, and they pass.  Often, they put this down to an easier paper.  Of course, this is mainly down to the fact that they’ve spent more time studying but is sometimes also down to the fact that the paper happened to suit them better.  Lady luck does play a small part!

    Our mock papers are written in line with both the CII’s study text and the most recently available CII exam guide.  We review these every year, or more often if we start to receive feedback for a particular exam that suggests the CII have changed their style/format mid-year.
  • Do you provide face-to-face courses?
    We do not provide face-to-face training as we focus on the need for instantly accessible and endurable learning resources for our customers. We provide a wide range of learning resources including mock papers, calculation workbooks, study notes, audio masterclasses and E-Learning videos, which you can access immediately after payment has been made.

2 - Learning Resources - Electronic

  • How do I get my resources after ordering?
    All of our PDF resources are available as a digital download only. We do not provide hard copies. Once you have purchased your resources, you should be sent to a download page (some work servers block this), and you will also be sent an email which will include a download link for you to access your resources.  Please check your junk folder if this doesn’t arrive.  This link is active for 3 days from the moment of purchase, and the PDFs will need to be saved to your device in order to access them at a later date.  If you do not download the resources within 3 days, contact us for a new link.  If you are having problems with receiving emails from us at your work email address, please speak to your IT Helpdesk or contact us with an alternative personal email address.
  • I can’t view my PDF file, can you help?
    If you are having problems accessing/opening the PDF files, here are some things you can try:

    • Copy the link and paste it directly into the browser address window OR
    • "Right click" the download link and either "left click" "Save Target As" (Internet Explorer Users) or "Save Link As" (Chrome and Firefox users) - then choose where on your computer you want to save the file and click Save.
    • Ensure you have latest version of Adobe Reader for PDF downloads. You can download the latest version for free at https://get.adobe.com/reader/
    • If this does not work - please contact your IT support department, if you have this available to you.

    Contact us with the page you are trying to view, the browser you are using and the error you are receiving, and we'll do all we can to help.
  • How do I access my Audio Masterclasses?
    Our audio masterclasses are downloadable MP3 files.  After purchase, you will receive the link to download your electronic files in a separate email. Note that the download link is ONLY ACTIVE FOR 3 DAYS. If you are having problems with receiving emails from us at your work email address, please speak to your IT Helpdesk or contact us with an alternative personal email address.
  • I can’t download my Audio Masterclass MP3 files, can you help?
    Have an Apple device?  Apple don’t have a simple method of downloading MP3 files to an Apple device!  However, instructions on how to save to your Apple device are in the README file, included in your download. If you feel the zip file is taking a long time to download, this may be due to the large file size and your internet connection.  With a standard broadband connection, a single zip file will take approximately 5 to 10 minutes to download.  Please try again later or from a different internet connection. To listen to MP3 files, you must have software that can play MP3 audio files. There are dozens of programs out there (most of which are free), but chances are that you have at least one of them already on your device.
  • How do I access my E-Learning Videos?
    Our e-learning videos come as a subscription.  After purchase, you will receive a logon via email allowing you to view the videos online.  You will need to be connected to the internet to view the video portion of the e-Learning courses, but the slide handouts and workbook are downloadable for offline viewing. It may take up to 2 hours for your logon to be activated.  Your logon will be active for 3 months, after which you will need to purchase a new subscription.  If you are having problems with receiving emails from us at your work email address, please speak to your IT Helpdesk or contact us with an alternative personal email address.
  • I’m having problems viewing my E-Learning Videos, can you help?
    Our e-learning videos have been tested across multiple browsers and devices; however, if you are having problems viewing video on our website, please try each of the following:

    • Delete the cache in your browser (do a search on how to do this for your specific browser). This usually fixes logon and video playback issues.
    • Try a different web browser such as Google Chrome. Your browser settings may be blocking the video.
    • Please try a different computer if possible as some individual PC settings, especially work PCs, can block some videos.
    • If still no luck, please be aware that some workplace firewalls block video files. Please try at home.
    • Failing all else, please contact us. Please ensure you try the above first.
  • Are your resources updated each tax year?
    For financial services exams, the CII tax year runs from 1st September to 31st August each year.  We update all of our resources during August each year, and our updated resources are usually available towards the end of August.  We send out emails regarding this to everyone on our mailing list during August. For insurance exams, we update our resources in the run-up to a new examinable year, usually 1 January.  Our updated resources are usually available towards the end of the preceding month. We send out emails regarding this during December. The updates to our resources cover any changes to the CII exam syllabus, all changes relevant to the new tax year, and relevant changes in law.  Any areas that are still valid from the previous tax year will remain.

3 - Learning Resources - Study Text

  • Can I cancel my study text order?
    You can cancel your order for a refund within 30 days from the day the resource is ordered by you.  Products must be returned to us at your expense, in the condition which they were supplied to you. Upon receipt of the returned resource or proof of sending, we will make the refund within 5-10 business days. If the order has not yet been processed, the refund will be made within 5-10 business days from receipt of your notice of cancellation. To cancel, email
  • When should I receive my study text?
    The study text is sent to you as a hard copy.  Allow 5 business days for delivery.  We can only deliver within the UK.

4 - Discounts

  • Do you offer any discounts for individuals?
    Our study kits include a generous discount.  DO visit the relevant web page for your exam to see what is included in the study kits.

    We offer a welcome discount of 10% for your first purchase with us. Claim this by filling in the form on the right-hand side of our website’s home page.

    We offer an ‘analysis exam guarantee’ whereby if you purchased our AF5 or R06 analysis and do not pass the exam, we will provide a discount on the analysis for your next sitting.  Please contact us if you wish to claim this discount, and we will send you a code to use for your next sitting.

5 - Payments & Invoicing

  • I need a receipt, how do I get one?
    You will have been emailed an order receipt after you placed your order.  Note that this may have gone to your junk folder.  However, if you require a VAT receipt, please contact us stating your order number.
  • How can I pay for my resources?
    Acceptable methods of payment are credit or debit card.  All payments have to be made online.  We cannot accept other methods of payment other than for companies placing large orders. All of our online debit and credit card payments are processed by Shopify, one of the leading shopping cart and payment processors, who are used by over 1 million businesses, including some major international brands.

6 - Order Queries

  • I have a general question about my order, how do I contact you?
    If you are querying an order, please advise us of your Order ID or the email address you provided when you placed your order. If you are emailing us from a different email address to the one you ordered with, please provide us with the original email address that you used to place your order.  Please email us at
  • I have a question about the content in one of your resources, can you help?
    If you have a query with regards the content of one of our resources, please check our Learning Resource Updates Page for any recent updates https://brandft.co.uk/cii-learning-resources-updates/  If you still have a query, please contact us stating the exact learning resource, the question number and/or section etc within the resource, and your query.  We will then investigate and get back to you.
  • Do you have a money-back guarantee?
    We offer a 30-day money-back guarantee on all our resources.  In the unlikely event that you are not satisfied with your purchase, email us with your order information and we can assist you further. If you are awaiting a refund, please allow 7-10 business days from the date of request for the refund to clear into your account.
  • Do your prices include VAT?
    All prices displayed on our website are inclusive of VAT.

7 - Businesses

  • Do you offer discounts to businesses?
    We offer corporate discounts to companies who wish to purchase multiple copies or licenses of our resources for their staff. Please check our Businesses page at https://brandft.co.uk/businesses/ for more information.

8 - Terms, Conditions and Policies