Customer Satisfaction Survey

The following statistics are taken from the CEDR Customer Satisfactory Survey. Number of respondents: 50

  • Case Settled
  • Case Offer Made
  • Adjudication Outcome
  • Understanding
  • Process Satisfaction
  • 1st October 2025 - 31st December 2025
  • Yes
  • No
  • After your application was accepted by CEDR for review, did the company offer to settle your complaint?
  • 10%
  • 90%
  • 1st October 2025 - 31st December 2025
  • Of the cases that had an offer made
  • I accepted the offer
  • 50%
  • I declined the offer and proceeded to adjudication/arbitration
  • 50%
  • 1st October 2025 - 31st December 2025
  • What was the Outcome of your Adjudication?
  • Claim succeeded in full
  • 6%
  • Claim succeeded in part
  • 12%
  • Claim did not succeed
  • 82%
  • 1st October 2025 - 31st December 2025
  • Easy
  • Neither
  • Difficult
  • How easy was the offer of settlement to understand?
  • 100%
  • 0%
  • 0%
  • How easy was it to understand the written decision?
  • 35%
  • 47%
  • 18%
  • 1st October 2025 - 31st December 2025
  • Satisfied
  • Neither
  • Dissatisfied
  • Overall - How satisfied are you with the process at CEDR?
  • 20%
  • 12%
  • 68%
  • Settled Case - Satisfaction with the process at CEDR?
  • 100%
  • 0%
  • 0%
  • Adjudicated Case (in favour of customer) - Satisfaction with the process at CEDR?
  • 50%
  • 0%
  • 50%
  • Adjudicated Case (in favour of company) - Satisfaction with the process at CEDR?
  • 7%
  • 18%
  • 75%
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ADR Entity Reports

CEDR was approved as an ADR Entity by the CAA in January 2016. Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, CEDR is required to publish information on an annual basis relating to the operation of the Scheme.

ADR Entity Reporting - Aviation Annual Report (Apr 2024 - Mar 2025)

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ADR Entity Reporting - Aviation Annual Report (Apr 2023 - Mar 2024)

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ADR Entity Reporting - Aviation Biennial Report (Apr 2022 - Mar 2024)

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ADR Entity Reporting - Aviation Annual Report (Apr 2022 - Mar 2023)

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ADR Entity Reporting - Aviation Annual Report (Apr 2021 - Mar 2022)

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ADR Entity Biennial Report (Apr 2020 - Mar 2022)

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ADR Entity Reporting (Apr 2020 - Mar 2021)

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ADR Entity Reporting (Apr 2019 - Mar 2020)

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ADR Entity Biennial Report (Apr 2018 – Mar 2020)

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ADR Entity Annual Report (Apr 2018 - Mar 2019)

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ADR Entity Annual Report (Feb 2016 - Mar 2017)

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ADR Entity Biennial Report (Feb 2016 - Mar 2018)

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ADR Entity Report (Feb 2016 - Mar 2017)

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Independent Assessor Reports

The Independent Reviewer is not based at CEDR, nor are they part of that organisation. There are two aspects to the Independent Reviewer’s role. They can consider individual complaints about certain aspects of the level of service provided by CEDR. They conduct overall reviews of service complaints and produce an interim and an annual report which will be published on this page.

Independent Assessor's Report (October 2024 - March 2025)

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Independent Assessor's Report (April 2024 - September 2024)

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Independent Assessor's Report (October 2023- March 2024)

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Independent Reviewer Terms of Reference

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Independent Complaint Reviewer Report (Apr 2023 - Sep 2023)

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Independent Complaint Reviewer Report (Oct 2022 - Mar 2023)

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Independent Complaint Reviewer Report (Apr - Sep 2022)

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Independent Complaint Reviewer Report (Oct - Apr 2022)

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Independent Complaint Reviewer Report (Apr - Sep 2021)

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Independent Reviewer Report (Oct 2020 - Mar 2021)

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PDF Independent Reviewer Report (Oct 2019 - Sep 2020)

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Independent Reviewer Report (Apr - Sep 2019)

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Independent Reviewer Report (Oct 2018 - Mar 2019)

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Independent Reviewer Report (Apr - Oct 2018)

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Independent Assesor's Report (April 2025 - September 2025)

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