Complaints Policy and Procedure

How to complain

  • Dr Lucinda Homer operates a complaint procedure, which meets the standards of the ISCAS.
  • Please let me know if you have a complaint or concern about the service you have received from:
    • Dr Lucinda Homer (GMC 3590496), acting in her capacity as an authorised Aviation Medical Examiner (AME) for the UK Civil Aviation Authority.
  • I 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 me 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.
  • You should address your complaint in writing to: Dr L Homer, Office 19, Quadrant Court, 48 Calthorpe Road, Edgbaston, Birmingham, B15 1TH. alternatively by e-mail to
  • Please be as specific and concise as possible.
  • If you wish to complain about Dr Ben Empson, please contact him directly. He has a different complaints process in place.


Complaining on behalf of someone else

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


What I will do

  • I will acknowledge receipt of your complaint within 3 working days.
  • I aim to have fully investigated your complaint within 20 working days of the date it was received.
  • If I expect it to take longer I will explain the reason for the delay and tell you when I expect to finish.
  • When I look at your complaint, I will investigate all the circumstances and make it possible for you to discuss the problem.
  • I will provide a written response to your complaint.


Taking it further


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