HOW TO COMPLAIN

We are committed to providing a high-quality service to our clients. However please let us know if you have a complaint or concern about the service you have received from either:

• Bristol Aviation Medicals Ltd or

• Dr Helen Hoar (GMC 4016980), acting in her capacity as an authorised Aviation Medical Examiner (AME) for the UK Civil Aviation Authority

We hope that we can sort out most problems easily and quickly, often at the time they arise and with the doctor concerned directly

If you wish to make a formal complaint, please do so as soon as possible. This will help us to establish what happened more easily.

If doing that is not possible, your complaint must be submitted within 6 months of the incident that caused the complaint, or within 6 months of the matter coming to the attention of the complainant.

You should address your complaint in writing to:

Please be as specific and concise as possible and include what you consider to be an acceptable redress or resolution of your complaint.

Complaining on behalf of someone else If you are not the patient, but are complaining on their behalf, you must have their written permission to do so, unless they are incapable of providing this.

WHAT WE WILL DO

• We will acknowledge your complaint within 5 working days
• We aim to have fully investigated your complaint within 20 working days of the date it was received
• If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish
• When we look at your complaint, we will make it possible for you to discuss the problem.
• We will investigate all the circumstances, including reviewing the records of the meeting(s) with you, reviewing all the correspondence and clinical records in addition to reports provided by clinicians and others involved in your case, where appropriate.
• We will make sure that you receive an apology, if this is appropriate
• We will take steps to make sure that the problem does not arise again, if this is appropriate
• We will send you a final letter setting out the results of any investigations 

TAKING IT FURTHER

• You are entitled to a second opinion from another independent AME on any medical fitness decision made by Dr Hoar, and any charges incurred will remain your responsibility.
• If you do not agree with a medical fitness decision, there is a medical appeals procedure/policy available on the CAA website here https://www.caa.co.uk/media/terk0gi1/20240220-secondary-review-procedure.pdf
• If you remain dissatisfied with the outcome of your complaint, you may refer the matter to: Medical Department, Civil Aviation Authority, Aviation House, Beehive Ring Road, Crawley West Sussex, RH6 0YR.