The CAA is a bloated organisation with a a number of departments apparently unfit for purpose. Whilst charged with making a profit (and keeping lots of unnecessary people in unnecessary jobs) its customer focus is exceptionally poor, and its proceeses and procedures are simply awful. Making complaints are of no consequence to the Authority. Value for money? I think not. I have had two serious complaints, each of which were only resolved with the threat of legal action. Almost as bad as the Irish CAA. Dealing with the US FAA in comparison is like a breath of fresh air.