• Complaints policy (ATOL failures)

    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. We will treat all complaints seriously and we will treat you fairly and courteously.

    This policy relates specifically to complaints about our staff and services following the failure of an ATOL holder, which is excluded from the corporate CAA complaints policy primarily due to the unique nature of the failure of an ATOL holder.

    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 provided following the failure of an ATOL holder.
    • The administration of ATOL operations and the processes we have followed following the failure of an ATOL holder.
    • The behaviour of our staff.

    This policy does not cover:

    • Matters that have already been fully investigated through this complaints procedure.
    • Appeals against decisions we have made.
    • Complaints about the behaviour or actions of third parties.  This includes complaints about travel service providers such as ATOL holders, travel agents, airlines and hotels.

    Making a complaint

    Our ATOL complaints process is two-tiered.  This means that, should you be dissatisfied with our response, you can request a review.  It helps us to deal with your complaint efficiently if you clearly set out your concern, provide as much information as possible (including your ATOL claim reference number if you have one) and include any documents or correspondence in support of your complaint.

    Tier one:

    • You should send your complaint via the CAA's corporate online complaints form within 3 months of the issue occurring or receipt of your ATOL claim decision.
    • We will send you a full reply within 20 working days of receipt of the complaint.  If we are unable to respond fully within 20 working days, we will let you know.

    Tier two:

    • If you are dissatisfied with the Tier one response, you may request a review of the response by a manager. You should request a review within 28 days of the Tier one response date, by emailing your request to the Tier one complaints handler.
    • A manager who has not previously been involved in your case will send you a Tier two reply within 20 working days of receipt of the review request.  If the manager is unable to respond fully within 20 working days, we will let you know.

    There is no referral or stage beyond Tier two, either within the CAA or to an independent complaints assessor, for complaints that are about the CAA and its services when an ATOL holder fails.

    ATOL claims

    If you have a query about your ATOL claim and have been unable to contact our claims agency, you can email the CAA’s claims team at claims@caa.co.uk. If you have a claim reference number, please include this in the subject bar.

    Your personal information

    When you make a complaint to the CAA, your personal information will be used by us and, where appropriate, by agents of the CAA or agents of the Air Travel Trust (such as claims agencies and call centres).  We will handle your personal information in accordance with the requirements of the EU General Data Protection Regulation and Data Protection Act 2018