Aviation ADR
Service Complaints about AviationADR
IMPORTANT NOTE: THIS PAGE DEALS WITH COMPLAINTS ABOUT OUR SERVICE ONLY, SO IS APPLICABLE IF YOU ARE UNHAPPY WITH ANY ELEMENT OF THE SERVICE WE HAVE PROVIDED. IF YOU HAVE A SERVICE COMPLAINT ABOUT US, READ THE INFORMATION BELOW AND THEN CLICK ON THE SUBMIT A SERVICE COMPLAINT BUTTON AT THE BOTTOM OF THIS PAGE.
(DO NOT CLICK ON THE START A COMPLAINT BUTTON ON THE TOP RIGHT)
IF YOU ARE LOOKING TO FILE A COMPLAINT ABOUT AN AIRLINE/AIRPORT, SEE OUR HOMEPAGE.
When can I raise a complaint about AviationADR?
In order to raise a complaint about the service you have received from AviationADR, you must first have used (or tried to use) our service to lodge a claim against an airline/airport.
We are able to consider complaints about AviationADR which fall into 1 or more of the following categories:
- Difficulty lodging a claim
- We said that your claim was out of scope, and you disagree
- We did not follow the process set out in our Scheme Rules
- Our staff were rude or generally unhelpful
- We took more than 60 days to finalise your claim, after having declared the Complete Complaint File
- We failed to take account of all information and evidence that you uploaded to the portal, or sent to us
- We took account of information we should not have taken account of
- We applied facts incorrectly
- We applied an irrational interpretation of the law/regulations
How do I raise a complaint about AviationADR?
In order to do this, you must follow our 3-step AviationADR Service Complaints Process, as outlined below:
Step 1: Submit your complaint to us
There are 2 ways for you to do this:
1) Our online Contact Centre
2) By post
If you wish to send us your Service Complaint in writing, please mail it to the following address:
AviationADR
Unit 5, Homelands
Higher Union Road
Kingsbridge, Devon
TQ7 1EQ
PLEASE NOTE: Service Complaints about AviationADR cannot be taken over the phone.
Step 2: We review your Service Complaint
Your Service Complaint about AviationADR gets reviewed by our executive office.
We will then respond to your Service Complaint.
If you’re satisfied with our response, then you will have completed our Service Complaints Process at this stage.
If you’re still unhappy with our response, you move on to Step 3.
Step 3: You may be able to escalate
If you remain unhappy with our response to your Service Complaint, you may be able to refer your complaint to the Independent Assessor at this stage.
We will let you know when you can do this.
The Independent Assessor has no affiliation with AviationADR and reports to the Civil Aviation Authority (CAA). The CAA has full transparency of all complaints that are reviewed by the Independent Assessor.
