Complaint performance and learning

• 14 stage 1 complaints received
• 13 stage 1 complaints closed (please note: this will not always match number received as could cross over previous months)
• 5 stage 1 complaints escalated to stage 2
• 1 complaint escalated to the Independent Complaint Assessor (ICA)
• 0 complaints escalated to the Parliamentary & Health Service Ombudsman (PHSO)
• 98% (YTD) of all stage 1 complaints acknowledged within 5 working days (above our target of 95%)
• 95% (YTD) of all stage 1 complaints responded to within 20 working days (above our target of 95%)
• 54% (YTD) stage 1 complaints upheld

(YTD = April 2025 – December 2025)

• 20 stage 1 complaints received
• 23 stage 1 complaints closed (please note: this will not always match number received as could cross over previous months)
• 13 stage 1 complaints escalated to stage 2
• 6 complaints escalated to the Independent Complaint Assessor (ICA)
• 0 complaints escalated to the Parliamentary & Health Service Ombudsman (PHSO)
• 98% (YTD) of all stage 1 complaints acknowledged within 5 working days (above our target of 95%)
• 96% (YTD) of all stage 1 complaints responded to within 20 working days (above our target of 95%)
• 53% (YTD) stage 1 complaints upheld

(YTD = April 2025 – September 2025)

• 27 stage 1 complaints received
• 24 stage 1 complaints closed (note this will not always match number received as could cross over previous months)
• 3 stage 1 complaints escalated to stage 2
• 3 complaints currently under an Independent Complaint Assessor (ICA) review
• 0 complaint currently under review with the Parliamentary & Health Service Ombudsman (PHSO)
• 100% Year to date (YTD) of all stage 1 complaints acknowledged within 5 working days (remains above our target of 95%)
• 100% (YTD) of all stage 1 complaints responded to within 20 working days (within our tolerance of 90%)
• 67% (YTD) stage 1 complaints upheld

(YTD = April 2025 – June 2025)

• 15 stage 1 complaints received
• 19 stage 1 complaints closed (note: this will not always match number received as could cross over previous months)
• 6 stage 1 complaint escalated to stage 2
• 2 complaints escalated to the Independent Complaint Assessor (ICA)
• 0 complaints escalated to the Parliamentary & Health Service Ombudsman (PHSO)
• 100% (YTD) of all stage 1 complaints acknowledged within 5 working days
• 89% (YTD) of all stage 1 complaints responded to within 20 working days (currently just below our tolerance of 90%)
• 58% (YTD) stage 1 complaints upheld

(YTD = April - December 2024)

• 20 stage 1 complaints received
• 15 stage 1 complaints closed (note: this will not always match number received as could cross over previous months)
• 1 stage 1 complaint escalated to stage 2
• 0 complaints escalated to the Independent Complaint Assessor (ICA)
• 0 complaints escalated to the Parliamentary & Health Service Ombudsman (PHSO)
• 100% (YTD) of all stage 1 complaints acknowledged within 5 working days
• 91% (YTD) of all stage 1 complaints responded to within 20 working days
• 60% (YTD) stage 1 complaints upheld

(YTD = April - September 2024)

• 23 stage 1 complaints received
• 28 stage 1 complaints closed (note: this will not always match number received as could cross over previous months)
• 4 stage 1 complaints escalated to stage 2
• 1 complaint escalated to the Independent Complaint Assessor (ICA)
• 0 complaints escalated to the Parliamentary & Health Service Ombudsman (PHSO)
• 100% (YTD) of all stage 1 complaints acknowledged within 5 working days
• 89% (YTD) of all stage 1 complaints responded to within 20 working days
• 57% (YTD) stage 1 complaints upheld

(YTD = April - June 2024)

• 31 stage 1 complaints received
• 23 stage 1 complaints closed (note: this will not always match the number received as could cross over previous months)
• 6 stage 1 complaints escalated to stage 2
• 2 complaints escalated to the Independent Complaint Assessor (ICA)
• 1 complaint escalated to the Parliamentary & Health Service Ombudsman (PHSO)
• 100% (YTD) of all stage 1 complaints acknowledged within 5 working days
• 97% (YTD) of all stage 1 complaints responded to within 20 working days
• 64% (YTD) stage 1 complaints upheld

(YTD = April 2023 - March 2024)

• 25 stage 1 complaints received
• 37 stage 1 complaints closed (note: this will not always match the number received as could cross over previous months)
• 3 stage 1 complaints escalated to stage 2
• 0 complaint escalated to the Independent Complaint Assessor (ICA)
• 0 complaints escalated to the Parliamentary & Health Service Ombudsman (PHSO)
• 100% (YTD) of all stage 1 complaints acknowledged within 5 working days
• 96% (YTD) of all stage 1 complaints responded to within 20 working days
• 66% (YTD) stage 1 complaints upheld

(YTD = April - December 2023)

• Refresher training and enhanced guidance for call handlers, strengthening the quality and consistency of customer communications and improving the customer experience.  

A total of 11 lessons have been identified from complaints closed between October – December 2025, actions are ongoing to implement changes.

•       Launch of SORA UK for Operating Safety Case drone applications to ensure the customer experience is improved through better communication and case management processes.

•       Updated criteria and process document for categorising and amending safety severity on audit findings to promote consistency

•       Improved internal processes when handling licence applications by better communication on the status of an application

•       Introduced a digital form for Part-66 applications and improved internal processes to improve communication with customers and case management.

•       Improved communications for Flight Crew Licencing (FCL) applications through additional guidance on the website.

•       Introduction of the SORA online application to support UAS OSC applications reducing processing time and improving the customer experience.

•       Introduction of a Engineer Licencing (ENL) system supporting Part-66 applications which has removed the requirement for ID to be uploaded improving the customer experience.

•       Regular meetings in place with Shared Services and Airworthiness Teams to discuss any concerns or challenges when processing applications reducing delays and improving the customer experience.

•       Improved communication during audits by discussing the findings that could result in rejections with the organisation prior to issuing a formal letter of the findings.

A total of 15 lessons have been identified from complaints received between January - March 2025, however, action is ongoing to implement changes.

• Introduce a new process where applicants are kept informed of the status of their Certificate of Airworthiness (CofA) applications to maintain good communication where a delay might occur, which in turn should reduce status enquiries.
• Increased the number of technical support colleagues, introduced a duty rota to handle queries & weekly meetings to discuss complex applications in the Flight Crew Licensing (FCL) Team to improve the management of applications, which in turn reduces delays for applicants and improves colleagues' skills.
• Information on our website has been updated explaining the process for changing contact number within the CELLMA portal to improve the customer experience.

• Trained additional colleagues in the Aircraft Maintenance Licence (AML) application process to improve the management of applications which in turn reduces delays for applicants.
• Improved technical knowledge for colleagues on Flight Crew Licencing (FCL) enquiries to improve email response to customers / stakeholders.

• Weekly medical case management meetings have been introduced to support medical applications processes to ensure consistent action is taken and applicants receive timely updates.
• Introduced CELLMA leads within our Shared Services Centre to establish high-level technical interaction with our medical team to create a more joined-up approach to handling applications.
• The CAP722 has been reviewed and revised to improve the support and guidance for operating permission applications, to ensure regulatory compliance delays.
• Improved tracking on Private Pilot Applications (PPL) by establishing a better-quality check process to ensure progress is completed within service level agreement (SLA).
• Improvements to systems, processes, templates, online forms, and communication including information on our website through collaborative working between our Airworthiness & Shared Services Centre to enable us to meet SLAs on Certificate of Airworthiness (CofA) applications.
• A reduction in airline complaint delays with our Passenger Advice & Complaints Team (PACT) through improved processes, systems, and the recruitment and training of staff.
• Improve communication with stakeholders by phone rather than email to discuss applications and queries.
• A new service level agreement (SLA) of 19 working days has been implemented for Engineering Technical Assessments to improve the customer experienced for applicants.
• Improvements made to the OSC application management process with a better case management tool to ensure better communication with applicants on the status of the applications.

• To improve communication and the customer experience, the RPAS Operational Authorisation Application Assessment process has been updated to reflect that if an application reaches 5 hours & is believed will go over 7 hours, the applicant must be informed further charges may apply.
• Quality control checks have been introduced on FI renewals to ensure correct tracking and reduce delays for applicants.
• Monthly meetings introduced between our Flight Operations and General Aviation Team to improved communication internally between teams and with stakeholder.