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Complaints Procedure *

Effective Date: 18/02/2026

At FlyingSponge, we aim to provide a safe, enjoyable, and professional experience for all participants. If something goes wrong or you have concerns about your programme, we want to resolve it quickly and fairly.

1. Raising a Complaint During Your Programme

  • If you experience an issue during your immersion, please contact FlyingSponge directly first, using your personal FlyingSponge contact or via email at hello@flyingsponge.com.

  • Once you’ve informed us, and if you feel comfortable, we may decide involve your host, tutor, or guide to help resolve the issue on the spot.

2. Submitting a Formal Complaint

If your concern is not resolved during the programme:

  1. Submit your complaint in writing to hello@flyingsponge.com within 28 days of the programme ending.

  2. Include:

    • Your full name and contact details

    • Programme dates and location

    • Details of the issue, including relevant dates and people involved

    • Any supporting documentation or evidence

3. How We Handle Complaints

  • We will acknowledge receipt of your complaint within 5 working days.

  • Your complaint will be reviewed by a senior member of FlyingSponge.

  • We aim to provide a full response or proposed resolution within 28 days of receiving your complaint.

  • If the complaint requires further investigation, we will keep you informed of progress.

4. Possible Outcomes

Depending on the issue, outcomes may include:

  • A full or partial refund if the complaint is upheld

  • Alternative arrangements or compensation where appropriate

  • Policy or procedure changes to prevent recurrence

5. Escalation

If you are not satisfied with our response:

  • You may seek independent advice or escalate the matter to your travel insurance provider (if relevant).

  • For bookings covered under UK Package Travel Regulations, you can contact the UK Package Travel dispute resolution bodies.

6. Commitment to Fairness

  • Complaints are taken seriously and investigated impartially.

  • All parties involved are treated respectfully and confidentially.

  • FlyingSponge strives to resolve complaints quickly, transparently, and fairly.