AviationADR Complaint Process
There are three ways to bring your complaint to AviationADR;
Complaint process 1. By post – if you do not have access to the Internet you can telephone 0203 540 8063 and ask one of our team members to post a complaint form to you. Send your completed form to AviationADR, 12 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW.
Complaint process 2. Online – if you have access to the Internet you can file your complaint via our online portal. To access this, simply go to the homepage of the website and click on ‘File your complaint’. As soon as you have filed your complaint you will be taken to your own personal portal page. This page provides you with live information about your claim so that you can check the progress at any time of day.
Complaint process 3. By Telephone – by contacting our Aviation initial complaints team on 0203 540 8063.
Note: Upon submission of your complaint one of our Complaint Handlers will firstly determine whether your complaint falls within AviationADR’s jurisdiction. If it does not we will not be able to deal with your complaint and we will notify you in writing, within 21 days, of the reasons why.
Once accepted, your complaint will go through a 6-step procedure as shown below:
- Initial assessment
- Step 1 – review of the information and evidence supplied by complainant;
- Step 2 – Airline review of complaint and response;
- Step 3 – Completion of complete complaint file;
- Step 4 – Early resolution (where possible) – complaint handler may make a recommendation for resolution;
- Step 5 – If early resolution is unsuccessful the case is referred to the adjudication team for a written decision;
- Step 6 – a final written decision is produced.
You will be kept up-to-date with the progress of your complaint either via your personal online portal (if you have Internet access) or via post.
We will attempt to resolve your complaint initially by making a recommendation for a resolution to both yourself and the airport/airline. If either party disagrees with the recommendation, your complaint will be passed to an adjudicator for a final decision.
Decisions are made based on the following criteria:
a) any applicable legislation/regulations
b) what is fair and reasonable in the circumstances
c) balance of probability (i.e what is more likely)
d) evidence provided by the parties
We aim to process all complaints within 90 days of receiving a complete complaint file.
For more information about making a complaint against an airline or airport, please click here.