General Information

We aim to provide a quality service that meets your expectations but recognise that things can go wrong. If they do, we would like to put it right. That is why it is important that you raise any concerns you might have as soon as possible. The quicker you tell us, the easier it is to establish the facts and resolve the issue. If you wish to make a formal complaint, please do so in writing or by email to If you are unable to write or send an email, please contact us by telephone and we will arrange a face-to-face appointment with you. At the conclusion of this meeting, we will summarise in writing your complaint and any agreed actions to resolve it.

Our Obligation to you

We will acknowledge your complaint within 5 working days of receipt and invite you to discuss how best we may resolve your complaint. Where your complaint relates to our aeromedical practice, we may be required to inform the CAA and forward a copy of your complaint to them. We will always let you know first.

What we ask of you

Please tell us in your complaint letter what you consider to be an acceptable redress or resolution of your complaint.

We will investigate your complaint within an acceptable timeframe, establish the facts and inform you in writing about our findings. Where appropriate, we will apologise. We will also review our processes and procedures in order to improve the service we delivery.

How we will handle your complaint

If you remain dissatisfied with our handling of your complaint, you can write to the CAA at the following address:

Head of (AME) Oversight and Training Civil Aviation Authority Medical Department Safety and Airspace Regulation Group Gatwick Airport South West Sussex RH6 0YR

If you remain dissatisfied

In order to safeguard medical confidentiality, we require the written consent of the person to which the complaint refers, indicating their consent for us to respond to a complaint on their behalf

Complaining on behalf of someone else

Mrs Jennifer Parker Room 18-22 Forward House Birmingham International Airport Cargo Terminal B26 3QT


Complaints Manager