References to EU regulation or EU websites in our guidance will not be an accurate description of your obligations or rights under UK law.read more
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.
We treat as a complaint any expression of dissatisfaction with our service which calls for a response. This policy covers complaints about:
This policy does not cover:
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.
If, following a Tier two review, you do not agree with the outcome, you can contact your Member of Parliament (MP) and ask for your complaint to be referred to the Parliamentary and Health Service Ombudsman (PHSO).
The PHSO 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 and write to them at:House of Commons Westminster London, SW1A 0AA
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 firstname.lastname@example.org. If you have a claim reference number, please include this in the subject bar.
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
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