• Complaints policy (ATOL holder failures)

    This policy relates specifically to complaints about our staff, processes 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.

    The following principles govern this policy:

    • The CAA is committed to providing a high standard of service to everyone we deal with.  For this reason, we welcome all complaints and feedback about our service.
    • We will treat complaints seriously and we will treat you fairly and courteously.
    • Complaints will be recorded and actioned appropriately.
    • We will investigate complaints to establish what happened, and we will provide you with an explanation.
    • Lessons learned from complaints are a way of improving our processes and service delivery.

    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 following, which may be in respect of repatriation to the UK or the process of claiming a refund:

    • 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.

    Parliamentary and Health Service Ombudsman

    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

    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