Frequently Asked Questions
Before contacting us with any specific query, please review the FAQs below first. These are the most common questions we receive and it is very likely that your query will be answered below.
Downloads
I ordered a learning resource. Why can’t I download the file?
I have purchased a learning resource, but am having problems opening the file. What do I do?
I ordered some of your free samples. Why haven’t they arrived?
PDF Documents
When I try to open my PDF document, I am told the file is corrupted. How do I get a replacement?
Can you confirm that your mock papers are in electronic PDF format?
Audio MP3 Files
How do I listen to the audio masterclasses (MP3 files)?
Can I listen to the masterclass audio files on my iPod?
I have burned the masterclass audio file to CD. Why can’t I play it back on my CD player?
I have an iPhone. If I download the files, will this automatically save in my iTunes?
Video
I am having problems viewing video on your website. Can you help?
Webinars
Payment Methods and Invoicing/Receipts
I'm happy to buy your learning resources; can I send a cheque as I will not buy online?
Do you issue invoices to be paid on account?
I require a receipt for my order. How do I get one?
Learning Resource Queries eg. Errors
Who should I contact if I have a question about one of your learning resources?
What should I do if I think I have found an error in a learning resource?
General
Can I buy the CII study text from you?
Do you provide face-to-face training?
Downloads
Q: I ordered a learning resource. Why can’t I download the file?
A: Learning resources which are available as electronic downloads are only available for download for 24 hours. After this time, the download link will expire. In order to re-activate it, contact us at enquiries@brandft.co.uk quoting your order number and we will re-activate for you.
If you are trying to download within 24 hours of placing your order, it is possible that your work server is blocking the download. Please contact your IT helpdesk.
If this does not help, please email us at enquiries@brandft.co.uk stating the problem and a secondary email address that we can use to get the file to you.
Q: I have purchased a learning resource, but am having problems opening the file. What do I do?
A: Here are some things you can try:
1. Copy the link and paste it directly into the browser address window OR
2. "Right click" the download link and either "left click" "Save Target As" (Internet Explorer Users) or "Save Link As" (Netscape, Mozilla or Firefox users) - then choose where on your computer you want to save the file and click Save.
3. Ensure you have latest version of Adobe Reader for PDF downloads. You can download the latest version for free at http://www.adobe.com/products/acrobat/readstep2.html
4. If this does not work - contact your IT support department, if you have this available to you.
5. Email enquiries@brandft.co.uk 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.R
Q: I ordered some of your free samples. Why haven’t they arrived?
A: After you order free samples you will normally be sent an email with the download link.
If you haven’t received an email from us, it is possible that your work server has blocked the email and/or web page. Please speak to your IT department to unblock it. You can also re-request the samples using a different email address by going to the relevant page on our website and requesting as before.
If you still have no luck, please email us at enquiries@brandft.co.uk stating which samples you had requested and the email address you had used. We will do all we can to help.
PDF Documents
Q: When I try to open my PDF document, I am told the file is corrupted. How do I get a replacement?
A: The most common reason for getting a message stating that the file is corrupt is that you are not using the latest version of Adobe Reader. You can download the latest version for free at http://www.adobe.com/products/acrobat/readstep2.html
If you still cannot open your file, please email us at enquiries@brandft.co.uk quoting your order number. We will do all we can to help.
Q: Can you confirm that your mock papers are in electronic PDF format?
A: Our mock papers and calculation workbooks are all downloadable PDF files which can be viewed using the latest version of Adobe Reader. As soon as you make your purchase, you will then be sent to a webpage where you can download the PDF files immediately. You will also be sent an email with the same download links. The download links are active for 24 hours.
Audio MP3 Files
Q: How do I listen to the audio masterclasses (MP3 files)?
A: To listen to the audio recording, 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 computer.
Windows Users:
Windows MediaPlayer: http://www.microsoft.com/windows/windowsmedia
WinAMP: http://www.winamp.com
iTunes: http://www.apple.com/itunes
Mac Users:
Windows MediaPlayer: http://www.microsoft.com/windows/windowsmedia
iTunes: http://www.apple.com/itunes
With some media players, such as iTunes, you have the ability to burn the MP3 file to CD or download to your MP3 player.
Q: Can I listen to the masterclass audio files on my iPod?
A: Absolutely. Just save the audio file to your iTunes library and download onto your iPod. It is just the same as saving music files to your iPod as they are in MP3 format.
Q: I have burned the masterclass audio file to CD. Why can’t I play it back on my CD player?
A: Due to a huge number of factors, such as: the age of the CD player on which you are attempting to play the CDs and the quality of the media you are using, there isn’t one specific answer. If you use a high-quality CD-R (not CD-RW) and try to play it back on a fairly new player, you may have some success. If not, try doing a Google search for more guidance. Unfortunately, we are unable to provide IT support for specific burning queries.
Q: I am contemplating purchasing one of your masterclass learning resources. Is this basically the syllabus in an audio format?
Our audio masterclasses focus on some of the essential elements of the exam syllabus. We do not necessarily cover the entire syllabus, however the title of each masterclass makes it clear what is covered. We also provide a breakdown of what is covered in each class on the relevant web page. Please also note that the classes are not a re-gurgitation of the study text. They have been written by Brand Financial Training in a logical order, focussing on key points without any unnecessary ‘padding’. We also do our best to ‘bring the subject to life’ and make them as interesting as possible.
Q: I have an iPhone. If I download the files, will this automatically save in my iTunes?
A: All our audio masterclasses are MP3 files as stated on the webpage. You will have to refer to your iPhone documentation with regards uploading the MP3 files to your iPhone.
Video
Q: I am having problems viewing video on your website. Can you help?
A: Please try each of the following.
- Do you have the latest version of Adobe Flash Player installed? If not OR if unsure please go to http://get.adobe.com/flashplayer/
- Please try a different web browser such as Google Chrome (recommended as automatically has latest flash player installed), Mozilla Firefox, Internet Explorer. Your browser settings may be blocking the video.
- Please try a different computer if possible as some individual PC settings can block some videos.
- If still no luck, please be aware thatsome workplace firewalls block video files. Please try at home.
Webinars
Q: I have purchased your Success Webinar Series but I can’t find the login page on your site. Can you help?
A: Go to http://www.myexampassport.com Note that when you signed up you will have received a welcome email with details of how to log on. It is possible that the email when to your ‘junk’ email folder. Please do check that folder. Another possibility if you did not receive a welcome email is that it may have been blocked by your employer’s email servers. This does happen from time-to-time and you would need to contact your IT people about allowing them. If you still experience problems, please email us at enquiries@brandft.co.uk. We will do all we can to help.
Payment Methods and Invoicing/Receipts
Q: I'm happy to buy your learning resources; can I send a cheque as I will not buy online?
A: Unfortunately we only take payments online. We use a secure online payment service and have a merchant account with a large UK bank. If you pay by credit card instead of debit card then there is also an extra layer of safety.
Q: Can I pay using paypal?
A: Yes you can pay using Paypal, just select this option at the checkout.
Q: Do you issue invoices to be paid on account?
A: We accept credit/debit card or Paypal. We do not issue invoices for payment on account, unless by prior arrangement for corporate customers.
Q: I require a receipt for my order. How do I get one?
A: You will have received an email with an order receipt after you placed your order. However, if you require a VAT receipt you will need to email us at enquiries@brandft.co.uk stating your order number.
Learning Resource Queries eg. Errors
Q: Who should I contact if I have a question about one of your learning resources?
A: If your query directly relates to one of our learning resources (for example, a query about an answer to a mock question) then please email us at enquiries@brandft.co.uk stating the learning resource and your query. We will then respond to you as soon as possible.
Q: What should I do if I think I have found an error in a learning resource?
A: We sometimes receive reports of errors that turn out not to be errors. Before reporting a potential error, please ensure you have double-checked the potential problem and have checked our updates page as the resource may have been updated since you purchased it http://www.brandft.co.uk/updates.asp.
If you still believe there is an error, please email us at enquiries@brandft.co.uk stating the exact learning resource, the exact location of the potential error and the reason why you believe it to be an error. We will then look into it as soon as possible.
Q: I am sitting my exam in the next examinable tax year but your learning resource states that it is valid in a different examinable tax year. Why?
A: We update our learning resources around mid-August in time for the change of examinable tax year on 1 September each year.
General
Q: I have received the download version, but I have not received the hard copy of the products I ordered in the post. When can I expect to receive them?
A: All our learning resources (except for webinars) are delivered in electronic format only, in the form of an instant download, so there’s no need to wait for the post. This helps to keep costs and prices down, and this format is popular with our customers, but if you prefer to work in hard copy, the PDF documents can be printed off at your convenience.
Q: I am considering purchasing the mock papers from you online. Can you confirm that these are different to the past papers provided by the CII?
A: Our mock papers are written by ourselves in the same style and format as the CII papers. However they are not duplicates of the CII papers but are very similar in order to give you practise in terms of exam style as well as knowledge and understanding.
Q: Are the study materials you offer meant to be used as a substitute to the CII study text, or should they be used in conjunction with the study text?
A: Our resources are intended to complement your studying from the CII text, not to replace it. They help to cement your learning.
Q: Can I buy the CII study text from you?
A: We do not sell the CII IFS study texts; you would have to contact the CII directly to purchase the text.
Q: Do you provide face-to-face training?
A: 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 webinars, all of which you can access immediately after payment has been made.
