Note - On 6 April 2026, new provisions in the Digital Markets, Competition and Consumers Act 2024 (DMCCA) on Alternative Dispute Resolution (ADR) came into effect and replaced the ADR Regulations 2015. The CAA is now reviewing its ADR policy documents in light of the DMCCA and will consider what, if any, changes will need to be made to this page as part of its review. Aviation consumers can continue to take their unresolved complaints to the two ADR schemes – AviationADR and CEDR.
When an airline has “exhausted its internal complaint handling procedure” it needs to signpost consumers to “the name and website address of an ADR entity or EU listed body that would be competent to deal with the complaint”. This document sets out the UK CAA’s policy as regards its assessment of that ‘competency’ where airlines wish to signpost EU listed bodies.
- Status:
- Current
- Review comment:
- -
- Version:
- 1
- Version date:
- 18-May-2016
- View file:
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