CAA Complaints Policy

The CAA's policy for managing complaints about staff or services

This information explains how to complain about the CAA and how we will deal with complaints about our service. This page is not about making complaints to us about the companies we regulate, but does contain links to relevant sections of the website where you can do that.

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

Information about how to complain about other issues can be found below:

Information on how to make a complaint