• About this policy

    The CAA is committed to providing a high standard of service to everyone we deal with. For this reason, we welcome any comments about our service, including when we get things wrong. We want to resolve your complaint as quickly as possible. We will listen to complaints, treat them seriously, respond to them swiftly and learn from them so we can improve our service.

    If you have any comments or feedback that does not constitute a complaint, we would still like to hear from you so we can improve our service and the way we do things. You can find contact details on the contact us section of our website.

    What is a complaint?

    We treat as a complaint any expression of dissatisfaction with our service which calls for a response.

    This policy covers complaints about:

    • the standard of service we provide
    • the behaviour of our staff 
    • any action or lack of action by our staff affecting an individual or group 
    • any unfair treatment of stakeholders by members of our staff
    • the administration of decisions we have made and the process we have followed (except where the process is separately set out in legislation) 

    Our policy does not cover:

    • matters that have already been fully investigated through this complaints procedure 
    • anonymous complaints 
    • complaints about the CAA's Passenger Advice and Complaints service, which are covered by their own Code of Practice
    • complaints about access to information under the Freedom of Information Act 2000, the Environmental Information Regulations 2004 or the Data Protection Act 1988
    • the manner in which regulatory decisions have been conducted and processes have been followed where the procedures and remedies for these are set out in legislation (such as Regulation 6 of the Civil Aviation Authority Regulations 1991 and Part 5 of the Civil Aviation  (Air Travel Organisers' Licensing) Regulations 2012)
    • complaints about the behaviour or actions of third parties or bodies we regulate