LEAP Academy  Reviews 87

Extremely frustrating experience so far. I enrolled in the Level 2 gym instructor / level 3 PT course in August 2025. Firstly, the way to progress through the course is not very clear and you do not get any help. It very much seems they take your money and then leave you to figure it all out. Luckily I know people who have taken the course so could help me with what to do. I have spent months learning the content, writing the assignments, doing the quizzes and in February reached out to book my exams. Bearing in mind this course is marketed as ‘become a PT in as little as 12 weeks’… In February I was told there were significant delays in booking the exams and they would be in touch when i would be able to book, and from that point of booking it would be a further 3 weeks. So I waited until end of March and still had not heard, i reached out again, no response. I reached out again, I got an email saying I can now transfer to Focus awards (?) where i do not have to do an exam and can do written assignments only. Obviously I have a bunch of questions about what this means for all of the written assignments i have already completed, but once again, no response. I am now a full 8 months into working on this qualification and don’t have a single unit passed, nor do I see an end in sight, and based on other peoples experiences, it doesn’t seem as though that will be anytime soon. SO very disappointing as I paid over £700 for this course and i am starting to feel like i have been completely scammed.

This is a personal review for Kiera (certifications team) Kiera has been brilliant in supporting me and always replying promptly to my emails. I had some personal issues and required more time to finish my course. I’m truly grateful that Kiera sorted this for me. Thank you Kiera.

Very much similar experience to many regarding becoming registered with the exam board and sitting the exam and the company do not seem to care less! How they can take peoples money and just get away with not providing a service is beyond me! I am waiting to start a job and now I cannot do this, so what do I do financially?
Poor service!

I paid almost 500 GBP for a Gym Instructor Level 2 certification. In their own documents, it clearly states that exams can be registered within one week of a request. Upon requesting an exam date, I was told it would take five weeks for Leap Academy to register me with the awarding body and I could therefore not schedule an exam until them.

Over FOUR MONTHS passed with no communication from them. I am still not registered with the awarding body, and am still no closer to having an exam scheduled. This is completely fraudulent. They have no intention of providing me with the service that I paid for.

I had written a formal complaint and request for a refund based on a non-delivery of services. They refused, stating that "based on their company policy, one has 14 days to change their mind". My refund request is based on a non-delivery of services, not a change of mind.

Do not purchase anything from here.

I had a pretty similar experience to Hannah:
It had taken over 5 months to get registered to take my exam. Finally i got my registration and got my exam booked in which was at 12:20. At around 11am i logged into proctoru a 3rd party site but each time my exam wouldn’t show on the dashboard so i contacted support. In the meantime i did all the checks which passed. I ended up with someone on support on the phone who couldn’t help and told me to log into learn direct and there will be a link to the exam…….that is not the case. He was no help.
I got someone else in the chat who took over my screen and got me to the log in page on the browser. I continued to do the security checks, take my photo, id etc etc went to the launch page and pressed launch. The keycode was already entered and i clicked ok getting a message saying keycode invalid. The person in the chat told me to download an applet but it wouldn’t work. She told me to reboot my computer. I told her that it would mean i lose my place and will have to go through this all again. She shut the chat. This whole senario happened 4 times All different support people and get to the same point, keycode doesn’t work support disappear. Try it in chrome, they took over my screen a few times but didn’t really do anymore than log in again. I am fuming. It is taking forever to get this course finished and it’s holding me up working. I spent 4 hours trying to actually do my exam, all that stress just to re book it which will take who knows how long, & possibly go through that whole experience again. I had to take time out of work to do it too. Reading the trust pilot report it seems i am not the only one who’s had such a nightmare experience with proctoru. Don’t feel this course will ever get completed. The service has been awful. My tutor has been useless too. I submitted a complaint to Innovate who made out it was my fault at first and offered me a free resit......are you kidding me!!? I didn't even get to take the exam!! I've been back and forth with Learn Direct (who apparently are LEAP academy) to no avail.
Absolute shambles, waste of time and of course you don't get your money back. My advice if you don't want to waste money and actually get a qualification - go to another provider!
I have spoken with Learn Direct and they wont refund or partially refund me as it’s after the 14 day ‘cooling off’ period…..conveniently this happens a few months into the course.

This is a personal reference for KIERA from the certifications team! I cannot thank Kiera enough for all the help and guidance she’s given me so far whilst I’ve been working my way through the exams and course. No matter my question or query she always goes out of her way to help me - so thank you.

do not sign up to these people. There is absolutely zero support. And there are so many hidden costs about marking papers. And most of all, once you sign up you are completely and utterly ignored. They won't respond to emails or to phone calls. Avoid avoid avoid!!

Jess replied to me promptly and helped extend my course. Thank you so much!

Unbearable. Frustrating, unachievable and full of mistakes and lazy content.

90% of the course has been fine, more video content and less huge blocks of text to read would have been preferable but perhaps thats personal preference.

Trying to take the exams is absolutely impossible. Help manuals are hidden in links within links and i have only found these by accident. The mock exam links don't work and then weren't supported by mac iOS (in 2025, imagine!!!), email support is slow and unhelpful. You are hardly ever given a clear answer to something and are passed from pillar to post.

Contacting tutors feels impossible and again the mail options are complicated and hidden in the depths of the website.

I had to reschedule one exam and instead of being able to do this on the normal website/platform i was instructed to create a log in for a 3rd party website which then had no record of my exam. The online chat directed me to another email address to contact with no indication of how soon anyone or any AI Bot would get back to me.

There are multiple errors in the videos which have had notes added to point out how they are incorrect rather than being re-filmed properly.

All in all not worth the money, time or energy. I have a post-grad degree in nutrition so always thought of myself as a reasonably intelligent person but this course and the shambolic disorganisation of it was beyond my comprehension.

I completed my course a significant amount of time ago, and am yet to receive my certificate, which is now delaying me getting the job I need. I contacted them multiple times and never heard anything back, so as far as I’m aware I’ve paid to complete a course for no reason as have nothing to show for it.
This needs to be sorted.

I'm 2 weeks in and having teething problems and not getting the support that I need:
-it's been 6 days and my tutor hasn't replied to me,
-I keep booking in calls to ask for help with learning how to navigate the portal, and I haven't got any calls back yet (even though I've booked them in several times)
-technical issues with the site. Quiz has been frozen for a week and won't let me retake

-I'm feeling dissapointed and frustrated. The sales process with was shiny and sold me something big, and on the other side I'm not feeling supported and unsure of where to go.

I fear that this platform is new and just not quite ready yet. I write this as I've been sat on the phone on hold to customer service to pick up for the last 20 mins

Just enrolled on level 3 pt course, all questions and concerns have been answered by carl Edwards, ive received all the course material and looking forward to getting started.

This is a personal review for Kiera - student success coordinator.
Kiera supported me throughout difficulties with my level 3 personal trainer exam (through proctorU) & the ProctorU sent a pass email for my exam & the 2 weeks later revoked the mark. Kiera helped me fight this, although I didn’t win the complaint, she helped me through the next exam, giving me tips etc so it didn’t happen again! Kiera has always gone the extra mile to help! Can’t thank her enough for everything she has done.

Kiera has responded quickly with any question Iv had about the course and has been very helpful.

I have been having some personal issues and wasnt able to complete the course in required time. I explained this to LEAP who extended the course for me to which I am grealy appreciative.

I’ve had some issues with the platform and I’m not happy with the price for extension and over all not the happiest with the educational platform which is not leaps fault. But Kiera is a lovely person helping you out when you need it. 5 stars for her.

I had a great experience with Carl—everything was straightforward and quick. Carl was incredibly kind and took the time to clearly explain all the fitness courses available. It made the whole enrolment process easy and informative. Excellent support!

Madeline was very helpful and dealt with my issue quickly

Absolutely avoid this company
TLDR: They overcharged me twice, marked my work wrong, gave no clear communication and took over 7 months to send my certificate!!

Firstly, the course is alright and easy to understand but the problems come when you need any assistance or customer service. I paid off my course early but they continued charging me even after I told them to stop and refund me. It wasn’t until I raised it with my bank that anything was done about it. I then finished my course and had no communication about if my course was being marked and how long this would take. So after 3 months of waiting I sent an email only to find out they were missing a piece of work, even after it had all been signed off! The fact no one thought to email me to get this sorted earlier is appalling! It then took 5 more months of chasing up and receiving only vague excuses as to why it was taking so long. I know people that started, finished and received their certificates from other companies just in the time I was waiting for mine! Don’t waste your time.