Our Complaints Process
1. Select your preferred way to submit your complaint
On the next screen you'll be able to select from several ways you can make your complaint; selecting the option which suits you best will bring up instructions as to what to do next.
You may make a complaint in writing in any language.
2. We will investigate
Your complaint will be acknowledged and investigation of the matter will begin within 5 working days. This starts Stage One of our process.
We will, unless in exceptional circumstances, respond to the complaint within 10 working days after acknowledgement. If we need more time, we will let you know that's the case.
In most instances the response in Stage One closest the matter. We will close the compliant unless we hear from you otherwise ten working days after delivering the response.
3. If you are unhappy with the response
You may escalate the complaint to Stage Two. Stage Two complaints will be examined by the most seniour airport staff. The original investigation, response and conclusion will be examined.
You will be given details as to how to escalate to Stage Two in the Stage One response. We will acknowledge an escalation to Stage Two within five working days and respond with our findings within ten working days of acknowledgement.
4. The Ombudsman
At any stage you may complain to the Ombudsman
The quickest way to complain to the Local Government and Social Care Ombudsman is to complete an online complaint form.
o Online complaint form: www.lgo.org.uk/make-a-complaint
o Local Government and Social Care Ombudsman Contact details are:
Tel: 0300 061 0614
Text 'call back' to: 0762 481 1595
5. Exclusions
The following are not regarded as complaints. We will respond within 5 working days to state that we believe your submission falls into one of these categories and will be taken no further:
o Service requests
o Issues where legal proceedings have commenced
o Matters that have previously been considered
