The following policies apply to my services. Please contact me should you have any questions.

Chaperone Policy

This medical practice is committed to providing a safe, comfortable environment where clients and staff can be confident that best practice is being followed at all times, and safety is paramount.

All clients, regardless of gender, are entitled to have a chaperone present for any consultation or examination. You are welcome to bring someone for this purpose. A formal chaperone, is not routinely available as this is a single-handed practice. However, should you prefer such a chaperone, please do discuss this at the time of booking your medical appointment. We will endeavour to accommodate.

Applicants under 16 years of age at the time of their medical MUST be accompanied by an adult.

Complaints Policy

We want all clients to be happy with our service and suggest any areas for improvement. Should you have a concern, it is usually best to raise it verbally at the time, so that we may try to resolve the issue. If you are not satisfied and wish to make a formal complaint, please provide the details promptly, in confidence, to info@gatwickmedical.com

Please be clear how you would like your complaint to be addressed, e.g. by telephone, meeting or written response. Please also indicate the outcome you are seeking.

We will acknowledge your complaint within 5 working days and will let you know when we expect to be able to respond fully. Your complaint will be investigated to establish the facts and whether something went wrong or could have been done better. We will invite you to discuss the matter, if appropriate, and offer an apology, where necessary. We will also review our procedures in order to improve our services and avoid similar problems occurring in future.

If you feel unable to raise your complaint directly with us or are dissatisfied with the outcome of our investigation, you may wish to escalate to the relevant organisation:

CAA Medical Department

FAA Office of Aerospace Medicine

Payment Terms & Conditions

See here for our current medical fees in GBP.

Please note that payment for medical services is due on the day, regardless of whether a certificate is issued or deferred. Due to the number of no-shows, initial UK CAA Class 2 and Cabin Crew applicants must pay upfront at the time of booking to secure the appointment (via the relevant payment button on our fees page). Failure to do this will result in cancellation of the appointment without further contact. Medical certificates/reports will be withheld if payment cannot be made. Note, we do not have billing arrangements with any airlines. Cash, bank transfer, credit/debit card and online payment link are acceptable means of payment. A receipt will be provided.

Should you need to cancel or reschedule your appointment, you must do so online from your confirmation email at least 24 hours beforehand (48 hours for UK CAA Class 2 and Cabin Crew initial medicals). Non-attendance and cancellation notifications inside these periods will incur a charge for the cost of your basic medical. Initial UK CAA Class 2 and Cabin Crew who cancel prior to 48 hours before their appointment will receive a full refund of fees paid, normally within 10 working days.

With advance payments for medicals, should we fail to provide the services you have paid for, due to unforeseen circumstances, e.g. AME unavailable through illness, a full refund will be provided, where alternative appointment arrangements are unsatisfactory.

Privacy Policy

Medical data and reports/investigations will be transmitted electronically and stored securely on the CAA Cellma and FAA AMCS systems. These will be restricted to such data as is necessary for the purposes of aeromedical certification. Medical information is not routinely retained by Gatwick Medical Services. Medical confidentiality will be respected at all times. Full Privacy Policy available here.

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