Complaints Policy

Fit 2 Fly Medicals (CAA-Approved Aeromedical Examiner Service)

1. Purpose

Fit 2 Fly Medicals is committed to delivering aeromedical services in accordance with standards set by the Civil Aviation Authority.

We aim to provide a professional, fair, and transparent service to all pilots and cabin crew. Complaints are taken seriously and are used as part of our clinical governance and continuous improvement processes.

2. Regulatory Context

This policy aligns with:

  • Requirements for Aeromedical Examiners (AMEs) under UK aviation medical regulation 
  • Principles of fairness, impartiality, and medical confidentiality 
  • CAA expectations regarding complaint handling and escalation pathways 

It also reflects professional obligations under the General Medical Council for doctors.

3. Scope

This policy applies to:

  • Applicants for aeromedical certification (Class 1, 2, 3, LAPL, Cabin Crew) 
  • Airline or employer clients 
  • Third parties interacting with Fit 2 Fly Medicals 
  • All clinicians and administrative staff 

4. Definition of a Complaint

A complaint is any expression of dissatisfaction regarding:

  • Aeromedical assessment outcomes or processes 
  • Communication of medical decisions 
  • Delays in certification or reporting 
  • Staff behaviour or professionalism 
  • Administrative or booking issues 

Note: Disagreement with a medical decision (e.g. fitness to fly) is not, by itself, a complaint. There are formal appeal pathways via the CAA (see Section 8).

5. How to Make a Complaint

Complaints may be submitted via:

  • Email: kate.bugby@fit2flymedicals.com 
  • Telephone: 01789 337515 
  • Post: The Medical Centre, 1 Woodland Drive, Great Alne Park, Great Alne, Warwickshire, B49 6FP. 
  • In person: At the clinic 

Complainants are encouraged to raise concerns within 12 months of the issue.

6. Complaint Handling Process

6.1 Acknowledgement

  • All complaints will be acknowledged within 3 working days 
  • We will confirm:
    • Understanding of the complaint 
    • The person responsible for handling it 
    • Expected response timeframe 

6.2 Investigation

  • Complaints will be investigated by a senior clinician or Complaints Lead not directly involved, where possible 
  • The investigation may include:
    • Review of aeromedical records 
    • Consultation with involved staff 
    • Reference to CAA medical standards and guidance 

6.3 Response

  • A full written response will be provided within 20 working days (or explanation given if delayed) 
  • The response will include:
    • Findings 
    • Reference to applicable CAA standards (where relevant) 
    • An explanation of decisions made 
    • Apology where appropriate 
    • Actions taken or planned 

7. Principles of Complaint Handling

All complaints will be handled in line with:

  • Impartiality – free from bias or conflict of interest 
  • Confidentiality – in accordance with UK GDPR and medical confidentiality obligations 
  • Transparency – clear explanations referencing regulatory standards 
  • Proportionality – appropriate level of investigation 

8. Appeals vs Complaints (Important Distinction)

Medical Decision Appeals

If a complainant disagrees with a medical certification decision:

  • The Civil Aviation Authority will not intervene in, or overturn, a medical decision made by an Aeromedical Examiner (AME) 
  • However, where a pilot is dissatisfied with the outcome of an AME’s certificatory decision, they will be signposted to the formal process for a secondary review 

Applicants may pursue this via the CAA’s published appeals process:

https://www.caa.co.uk/our-work/about-us/contact-us/complaints-and-appeals/appeal-a-decision-the-caa-has-made-affecting-your-organisation/
  • This process enables independent review in line with CAA regulatory procedures 
  • Fit 2 Fly Medicals will provide appropriate information to support applicants in accessing this pathway 

When to Escalate a Complaint

If the complainant is dissatisfied with how their complaint has been handled (rather than the medical decision itself), they may escalate to:

  • Civil Aviation Authority (for concerns relating to AME conduct or regulatory compliance) 
  • General Medical Council (for concerns about a doctor’s fitness to practise) 

9. Confidentiality and Data Protection

  • Complaints will be handled in accordance with UK GDPR and the Data Protection Act 2018 
  • Medical information will only be disclosed where necessary and lawful 
  • Consent will be obtained where appropriate 

10. Learning and Clinical Governance

Fit 2 Fly Medicals will:

  • Log and monitor all complaints 
  • Review trends and identify systemic issues 
  • Implement corrective and preventive actions 
  • Feed learning into clinical governance and AME practice improvements 

Where required, significant issues may be reported in line with CAA expectations.

11. Responsibility

The Complaints Lead / Clinic Manager is responsible for:

  • Managing and coordinating complaint investigations 
  • Ensuring compliance with CAA expectations 
  • Reporting to senior management 

All clinicians remain individually accountable to the General Medical Council.

12. Policy Review

This policy will be reviewed:

  • Annually, or 
  • In response to changes in CAA regulation or guidance