What can I do if I receive a referral and can’t access my original client?

If your assessment has been referred and your original client is no longer available for re-filming, it’s not a problem. Just let us know as soon as possible so we can advise you on the best way to move forward.

Here’s what to do:

1. Click the chatbot in the bottom corner and type “Speak to a human.”

2. Explain your situation — mention that you’ve received a referral and your original client isn’t available.

3. Our team will review your feedback and confirm the next steps.

In most cases, we can help by:

• Allowing you to film the missing elements with a different participant, such as a friend, colleague, or gym member.

• Clarifying exactly which criteria still need to be evidenced, so you only need to re-film the required sections rather than the full session.

• Arranging a tutor call if you’d like to go over your feedback in more detail and make sure you’re clear on what’s needed.

Referral points are not penalties — they’re simply indicators of where extra evidence or detail is required to meet the awarding body’s standards. We’ll always do our best to help you complete any outstanding criteria quickly and confidently, without unnecessary repetition.

💡 Tip: Keep your client plans and consent forms stored safely — this makes it easier to adapt or re-film parts of your assessment if needed later.