Guidance on the process for complaints relating to CAA staff or services
This complaints process covers complaints about the CAA or our service, it is not for making complaints to us about the companies we regulate.
Details of how to complain to the CAA about other organisations can be found in our complaints policy.
We have a two-stage complaints process. At each stage, it helps us to deal quickly with your complaint if you can state that you are making a complaint, set out clearly your concern, give us as much information as possible, and include any documents or correspondence in support of your complaint.
On receipt of your complaint, we will ask an appropriate manager in the relevant department or team to deal with it. We expect most complaints to be resolved at this stage.
If you are dissatisfied with this response, you may request a review by a senior manager in the relevant department or team. This may be a Head of Department or Director. You should request a review of the original Stage one response within 28 days of receiving it.
The preferred method is to use our online complaints form to submit your comments.
Alternatively you can contact us by email at email@example.com or in writing to:
External Response Team (Complaints)
Civil Aviation Authority
Gatwick Airport South
Our standards for handling complaints
When we get things wrong we will:
If, having followed the two stages of our complaints procedure, you are still not satisfied, you can contact your Member of Parliament and ask for your complaint to be referred to the Parliamentary Ombudsman. The Ombudsman can carry out independent investigations into complaints that injustice has been caused by maladministration on the part of UK government departments and some public bodies, including the CAA. You can find out who your MP is at www.theyworkforyou.com and write to them at:
House of Commons
London SW1A 0AA
If a complainant becomes unreasonably persistent or vexatious, we may choose not to deal with their subsequent complaints in accordance with this policy. The Parliamentary Ombudsman defines unreasonably persistent complainants as: “those who, because of the frequency or nature of their contact with the authority, hinder the authority’s consideration of their or other people’s complaints.”