The CAA has published a new policy for complaints about its service and its staff.
The policy sets out the CAA’s intention to respond to all complaints within 20 working days – and explains how people can take their complaint further if they are unsatisfied with the initial response from the CAA.
Andrew Haines, CAA chief executive, said: "Complaints are a valuable source of feedback and help us to identify areas we need to improve – and our stakeholders have made clear they feel we should be more open about our policy on handling them.
"To help those we regulate understand our approach and the most effective way to give us feedback, we want to ensure that our policy is fully accessible and it is easy for anyone to share a concern or make a complaint."
The complaints policy is available at www.caa.co.uk/complaints
