Note - On 6 April 2026, new provisions in the Digital Markets, Competition and Consumers Act 2024 (DMCCA) on Alternative Dispute Resolution (ADR) came into effect and replaced the ADR Regulations 2015. The CAA is now reviewing its ADR policy documents in light of the DMCCA and will consider what, if any, changes will need to be made to this page as part of its review. Aviation consumers can continue to take their unresolved complaints to the two ADR schemes – AviationADR and CEDR.
This document includes guidance on regulatory and additional information requirements for ADR entities, setting out the data ADR entities will need to hold about complaints and what needs to be reported to the CAA.
In Version 2: Airport reports have been added, as well as new summary reports; and data has been included on any determination awards which the ADR entity is aware of have not been complied with. Numbers of outstanding complaints and any complaints which are taking longer than the statutory requirements have been included; as well as two additional categories of complaint type as regards EC Regulation 1107/2006 (omitted in the previous version due to an error). Reporting requirements have been reduced for refused and discontinued complaints with the need to report by airline removed.
- Status:
- Current
- Review comment:
- -
- Version:
- 3
- Version date:
- 06-Feb-2019
- View file:
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