COMPLAINTS PROCEDURE
Our commitment
We want Runway to be straightforward, transparent and easy to deal with.
If something has gone wrong, tell us. We will take the complaint seriously, investigate it fairly and explain what we can do to put things right.
Making a complaint will not affect how we treat you or any legal rights you may have.
What you can complain about
You can complain about any part of our service, including:
the way your claim has been handled;
delays or lack of communication from Runway;
information we gave you about our service or fee;
an invoice or success-fee calculation;
the way we handled your documents or personal information;
the conduct of anyone acting for Runway;
accessibility or communication problems;
anything else about Runway’s service that you believe was unfair, unclear or incorrect.
If your complaint is actually about the airline or airport rather than Runway, we will explain the appropriate route where we can.
How to complain
Email:
complaints@runwayflightcompensation.com
Please include, where possible:
your name;
your Runway claim reference or flight details;
what happened;
what you think has gone wrong;
what outcome you would like;
any documents or messages that may help us understand the issue.
You do not need to use legal language or a particular format.
Accessibility and communication support
If you need the complaints process presented differently or need a reasonable communication adjustment, tell us and we will try to accommodate it.
You may also ask someone you trust to help you make a complaint. We may need your authority before discussing personal claim information with that person.
What happens after you complain
We will normally:
acknowledge your complaint within 3 working days;
review the relevant records and, where necessary, ask you for more information;
consider what happened and whether we made an error or could have handled the matter better;
explain our findings and any action we propose to take.
We aim to provide a substantive response within 14 days where the issue is straightforward.
If the complaint is complex and we need longer, we will tell you why and keep you updated. We aim to provide our final response within 30 days wherever reasonably possible.
How we investigate
We will consider the complaint fairly and on its own facts.
The review may include:
your communications with Runway;
information held in the claim record;
airline correspondence;
the Terms you accepted;
fee or payment information;
relevant website wording or customer communications;
whether our process was followed correctly.
Where appropriate, someone who was not directly responsible for the issue will review the complaint.
Possible outcomes
Depending on what we find, we may:
explain why we believe the service was handled correctly;
apologise;
correct information or records;
improve or repeat part of the service;
correct or withdraw an invoice;
refund or reduce an amount where appropriate;
take steps to prevent the same issue happening again;
propose another fair resolution.
If you disagree with our response
If you are not satisfied with our response, reply and explain what you believe remains unresolved. We will review any new information you provide.
Nothing in this procedure prevents you from seeking independent legal advice or using any court or dispute-resolution right that is available to you.
A complaint about an airline or airport may have a separate escalation route, such as an approved aviation alternative dispute resolution body, depending on the airline and the circumstances. Those routes concern the airline or airport complaint, not a complaint about Runway’s own service.
Data-protection complaints
If your complaint is about how we use your personal information, you can use this complaints process or contact us at hello@runwayflightcompensation.com.
You also have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection. Information about making a complaint is available at ico.org.uk.
Complaint records
We keep appropriate records of complaints, our investigation and the outcome so that we can demonstrate how issues were handled and identify recurring problems.
Complaint and dispute records will normally be retained for up to 6 years after the matter is closed where reasonably necessary, subject to our Privacy Policy and any longer legal requirement.
Learning from complaints
We will periodically review complaints for recurring themes and use that information to improve our website, communications, customer journey and claims-handling processes.
Contact details
Runway Flight Compensation
David McRae trading as Runway Flight Compensation
General email: hello@runwayflightcompensation.com
Complaints email: complaints@runwayflightcompensation.com
Business correspondence address: The Bristol Office, 2nd Floor, 5 High Street, Westbury-on-Trym, Bristol, BS9 3BY.
Last updated: 27 August 2026