Independent expert audit of ADR decision making for the Civil Aviation Authority conducted by Verita

Note - On 6 April 2026, new provisions in the Digital Markets, Competition and Consumers Act 2024 (DMCCA) on Alternative Dispute Resolution (ADR) came into effect and replaced the ADR Regulations 2015. The CAA is now reviewing its ADR policy documents in light of the DMCCA and will consider what, if any, changes will need to be made to this page as part of its review. Aviation consumers can continue to take their unresolved complaints to the two ADR schemes – AviationADR and CEDR.

Findings of an audit commissioned by the CAA and conducted by Verita to assess the quality and consistency of decision making within and across the approved ADR bodies.