Policy information
Complaints Procedure
A clear route for raising concerns about Fly High Mentoring services, communication, or professional conduct. Last reviewed 1 September 2026.
Purpose
Fly High Mentoring maintains a clear complaints process so students, universities, needs assessors, and other stakeholders know how concerns will be handled.
How to complain
Complaints can be sent to Felicity Jayne Turner at info@flyhighmentoring.co.uk. Include your name, contact details, the concern, relevant dates, and what outcome you are seeking.
Acknowledgement and response times
Complaints are normally acknowledged within three working days. A written response is normally provided within 20 working days. If a concern needs more time to investigate, the complainant will be updated with a revised timeframe.
Investigation
Complaints are reviewed fairly, with relevant records checked and the complainant updated as appropriate.
Escalation
Where appropriate, concerns may be escalated through safeguarding, insurer, university, funding, or regulatory routes. Concerns about Felicity Jayne Turner as an HCPC-registered Music Therapist can also be raised with the HCPC.
Learning and records
Complaints are recorded and reviewed to identify service improvements, training needs, policy updates, or safeguarding considerations.