Complaints policy
Complaints Procedure
We recognise that sometimes things go wrong or expectations of staff, services or facilities are not met and that patients may wish to complain about the service they have received.
In general, most issues are best dealt with informally and as soon as possible after the event. You are encouraged to discuss concerns with the person concerned in an attempt to resolve them quickly and fairly.
If the matter is not resolved, concerns should be addressed in writing to: Dr Eleanor Ivory. Marlborough Aviation Medical. Westalls Meadow, Hyde Lane, Marlborough. Wiltshire SN8 1JN
or email to eleanoraivory@aol.com.
The CAA does not manage complaints about AMEs.
If there is a request for a review of the AME’s certificatory decision, this request can be made to the CAA for a secondary review and a link can be found at the CAA website:
20240220 Secondary review procedure
The secondary review process is included in our information sheets.
Following this, there is a possibility of a final appeal and further information is available in the medical appeal procedure document, which includes all the associated forms.
Policy updated 13/01/2026.