Scotland Aeromedical - Complaints Policy and Procedure
Scotland Aeromedical is a trading name for Medical Services Scotland Ltd, Company Number
SC645370, registered in Scotland. Please let us know if you have a complaint or concern about the
service you have received from Scotland Aeromedical. Most problems that arise can often be easily
and quickly resolved at the time they arise by raising the issue promptly. If you wish to make a
formal complaint, please do so as soon as possible as this will help us to establish what happened
more easily. You should address your complaint in writing to: Dr Maged Girgis, Medical Services
Scotland Ltd, Ayr Business Centre, 2 Beresford Terrace, Ayr, KA7 2EG.
Complaints Procedure
• We will acknowledge your complaint within 5 working days.
• We aim to have fully investigated your complaint and will provide you with a written
response within 21 working days of the date the complaint was received.
• If we expect it to take longer to respond fully, we will explain the reason for the delay and
tell you when to expect a response.
If you are dissatisfied and wish to escalate your complaint
The UK Civil Aviation authority (CAA) operate a medical appeals procedure and the request for a
secondary review and any accompanying supporting documents may be submitted by e-mail to
medicalweb@caa.co.uk or by post to: Medical Department Civil Aviation Authority Aviation House
Gatwick Airport South West Sussex RH6 0YR. All Aeromedical Examiners working for Scotland
Aeromedical are regulated by both the UK CAA and the General Medical Council, and both these
agencies can both be contacted if you wish to escalate your complaint.