ILF Scotland staff are committed to providing a high quality service to our recipients in Northern Ireland at all times.


However, we recognise that there may be occasions where you are dissatisfied with the level of service you have received from us and may want to make a complaint.


You can complain in person at our office, by phone, in writing or by emailing


It is easier for us to resolve complaints if you make them quickly and directly to ILF Scotland.


When complaining, tell us:

  • your full name and address
  • as much as you can about the complaint
  • what has gone wrong
  • how you would like us to consider resolving the matter.


We will do our utmost to resolve your complaint. However, if you are dissatisfied with the outcome, you can contact the Northern Ireland Ombudsman (NIO) to look into your complaint further.


You can find more information about our complaints handling policy and complaints procedure (which will detail the stages of a complaint) below/in the downloads section of this page.