This complaints process covers complaints about the CAA or our service, it is not for making complaints to us about the companies we regulate. If you are a Thomas Cook customer with a query regarding
your ATOL claim, please email ATOLClaims.Thomascook@caa.co.uk.
Please note that we are not able to provide an individual claim tracking
service as the team’s focus is currently on processing claims and refunds.
We recommend you try an informal approach to resolve your issue in the first instance as it could be quicker and might be all that is needed to sort things out.
Even though it may be informal, we should still tell you what can be done to deal with your complaint and how and when we can respond. If this informal route is not suitable for your particular complaint or you have already tried to resolve an issue this way you may choose to take a more formal approach.
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.
The preferred method is to use our
online complaints form to submit your comments. Alternatively you can contact us by post using the following address:
External Response Team (Complaints)
Civil Aviation AuthorityAviation HouseBeehive Ring RoadCrawleyWest SussexRH6 0YR
When we get things wrong we will:
If, having followed all stages of our internal complaints process, you are still not satisfied, you can contact the CAA’s Head of External Information Services by emailing firstname.lastname@example.org and ask for your complaint to be referred to an Independent Complaints Assessor (ICA). You must have completed all internal complaint stages before you do this.
The ICA is:
The ICA looks at whether we have:
It does not cost you anything to have your complaint assessed by an ICA.
The ICA will need to see all the letters and emails between us. We aim to send this to them within 15 working days of you asking us to pass your complaint to them. The ICA will decide how best to deal with your case and will then contact you. The ICA will aim to review your case within 3 months and they will tell you if they expect it to take longer.
When the ICA has completed their review the will contact you with their findings and any recommendations they consider appropriate to both you and us. This ends their involvement with your case.
The ICA can look at complaints about:
The ICA can’t look at complaints about:
An ICA cannot usually look at any complaint that:
If your complaint falls within either of these categories please explain why you believe it should be reviewed on an exceptional basis by an ICA. The CAA may send your explanation with your complaint to the ICA. An ICA cannot look at any complaint that has been, or is being, investigated by the Parliamentary and Health Service Ombudsman.
When you make a complaint to the CAA, your personal information will be used by us, and where appropriate by the Department for Transport and their appointed Independent Complaints Assessors, for the purposes of handling your complaint, producing anonymised statistical information and seeking to improve services through lessons learnt.
Further information about how each DfT body or the Department for Transport look after personal information can be found in the Department’s information charter (available on the DfT website).
If, following an ICA review, you do not agree with its 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 a complainant becomes unreasonably persistent or vexatious, we may choose not to deal with subsequent complaints in accordance with this policy.
The PHSO 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.”
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