Customer Complaints about CEDR

Section 1

CEDR sets high standards across the full range of dispute resolution services we offer, and we strive to achieve those standards all of the time. However, when things do go wrong, you are able to make a complaint to us.

CEDR promises to:
- Treat all complaints seriously and deal with them properly
- Address complaints promptly
- Learn from complaints and take action to improve our service
The following links to a full copy of the Complaints Review Policy and Process. Please make yourself familiar with this document, particularly the scope of the Policy, prior to submitting your complaint to us.

If you wish to make a complaint about a case you have had that has gone through the CEDR Aviation Adjudication Scheme, please proceed to the next section.

Have you been involved in a case brought to the CEDR Aviation Adjudication Scheme?*
- Yes
- No
We can only review complaints which relate to cases that have been brought to the CEDR Aviation Adjudication Scheme.

Full name*
Email address*

Please note that we will correspond with you about your complaint by email.
Address*
Address 1 Address 2 Town/City Post code
Telephone number
Case number*
Airline/airport your claim was against*

We can only review your complaint where your case has reached an outcome. Complaints relating to cases which are still active and proceeding through the process cannot be considered. Please choose one of the following options:
- I have received a final decision from an adjudicator
- I have reached a settlement with the airline or airport I was in dispute with
- My case has been withdrawn from the Scheme
- None of the above
What was the date on which the adjudicator’s decision was published?*
MM slash DD slash YYYY
What was the date on which you reached a settlement with the airline or airport?*
MM slash DD slash YYYY
What was the date on which your case was withdrawn from the Scheme?*
MM slash DD slash YYYY
Note: Only dates within the last two months are available to select.
If your date is not available, unfortunately we can only review complaints about cases which have reached an outcome within the last two months. As the decision in your case was made over two months ago, we are unable to review your complaint.
If your date is not available, unfortunately we can only review complaints about cases which have reached an outcome within the last two months. As you reached a settlement with the airline or airport over two months ago, we are unable to review your complaint.
If your date is not available, unfortunately we can only review complaints about cases which have reached an outcome within the last two months. As your case was withdrawn from the Scheme over two months ago, we are unable to review your complaint.
Unfortunately, we can only review complaints that relate to cases which have reached an outcome. As your case has not reached an outcome, we are unable to review your complaint.

Is your complaint relating solely to your dissatisfaction with the outcome reached by the adjudicator in your case, including the remedies that the adjudicator did or did not award you?**
- Yes
- No
Unfortunately, we are unable to review a complaint if it is about your dissatisfaction with the decision. However, we are able to review the decision if you consider the adjudicator ignored relevant information, or took into account irrelevant information. A further area we can review is if you consider the adjudicator made an irrational interpretation of the law. If this is the case please go back and select No.
Is your complaint about an airline or airport’s failure to comply with an adjudicator’s decision or a settlement in time?*
- Yes
- No
Unfortunately, we are unable to review any complaints about a failure by an airline or airport to comply with an adjudicator’s decision or a settlement in time. In these circumstances, you should contact CEDR and our staff will be happy to assist you. You may wish to email the team at [email protected].

Please select which of the following areas your complaint is about:*
- The process followed in your case was not in line with the process as provided for in the CEDR Aviation Adjudication Scheme Rules
- Your case was withdrawn from the Scheme for a reason other than those permitted by the CEDR Aviation Adjudication Scheme Rules
- The quality of service by CEDR staff has been unsatisfactory (e.g. timeframes have been outside those set out in the Scheme Rules, treatment by CEDR staff has been unsatisfactory)
- In reaching the decision in your case, the adjudicator ignored relevant information and/or took into account irrelevant information
- In reaching the decision in your case, the adjudicator has made an irrational interpretation of the law
- My complaint is about something other than the areas listed here
Please specify in this box which element(s) of the process provided for in the CEDR Aviation Adjudication Scheme Rules was not followed in your case.*
Failure to specify the element(s) here will result in the review of your complaint being terminated.
Please specify in this box the reason that was given for the withdrawal of your case and an explanation of why that reason is not permitted by the CEDR Aviation Adjudication Scheme Rules.*
Failure to specify the element(s) here will result in the review of your complaint being terminated.
specify in this box which aspect(s) of the service provided to you by CEDR staff was unsatisfactory and why.*
Failure to specify the element(s) here will result in the review of your complaint being terminated.
Please specify in this box which piece(s) of information the adjudicator either ignored or incorrectly took into account.*
Failure to specify the element(s) here will result in the review of your complaint being terminated.
Please specify in this box the law or laws that the adjudicator irrationally interpreted, and the reasons why their interpretation was irrational.*
Failure to specify the element(s) here will result in the review of your complaint being terminated.
Unfortunately, your complaint does not fall within the Complaint Review Policy. We can only review complaints which fall into one of the categories listed above.

In the box below, please specify the outcome(s) you are looking for from the review of your complaint. Be as clear and precise as possible.*

If you would like to attach any document(s) to support your complaint, you can do so below.
Drop files here or

Accepted file types: jpg, png, pdf, Max. file size: 5 MB.
File types PDF, JPG and PNG can be submitted.
Declarations
- I have tried to resolve this matter by contacting the CEDR office without success.
- I have read and understood the CEDR Complaints Procedure.
Complaints Review Policy and Process

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Section 1