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How to make a complaint

Updated: August 24, 2022

ILF Scotland staff are committed to providing a high quality service at all times.

However, we recognise that things can go wrong sometimes. If you are unhappy with the level of service you have received from us, please let us know. We welcome all feedback and use this as an opportunity to improve our services further.

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, and
  • how you would like us to consider resolving the matter.

You can also view our Complaint Handling Procedure.

We will do our utmost to resolve your complaint but, after we have fully investigated, if you remain unsatisfied, you can ask the Scottish Public Services Ombudsman (SPSO) or the Northern Ireland Ombudsman to look at it.

You can find more information about our complaints handling procedure below. We can provide a copy of our more detailed complaints policy at request by contacting us by phone, in writing or by emailing

The Scottish Public Services Ombudsman (SPSO) has updated its model Complaints Handling Procedure. ILF Scotland acts in accordance with this and we have updated our own complaints handling procedure in line with this.

You can find our revised procedure here.

We also make sure that our procedures also comply with the requirements of the Northern Ireland Public Services Ombudsman (NIPSO).

At ILF Scotland, we strive to provide the best possible service we can but if on occasion we don’t get it right we want to know so please tell us.

We welcome all complaints and we make it easy for people to complain to us – you can do this in person, by phone, email or post. We capture each learning point from the important and valuable feedback we receive from complaints about our service and we act to address any issues raised through revised procedures, staff training, etc.

In 2021-2022, ILF Scotland received 34 complaints. Nine related to the 2015 Fund and 25 to the Transition Fund, broken down as follows:

2015 Fund

  • Number of complaints: 9
  • Stage 1 - resolved at point of contact: 3
  • Stage 2 - investigated: 6
  • Of those investigated, number upheld: 1

Transition Fund

  • Number of complaints: 25
  • Stage 1 - resolved at point of contact: 3
  • Stage 2 - investigated: 22
  • Of those investigated, number upheld: 15

Duty of Candour

The intention of the Duty of Candour legislation and regulations introduced in Scotland aim to ensure that organisations are open and transparent with people who use health, care and social work services.

Although not required by law to comply with the Duty of Candour, ILF Scotland is fully committed to act in accordance with the principle of the Duty as it relates to our own service provision in both Scotland and Northern Ireland. We ensure that we apply these principles to the way in which we handle and publish complaints and, in addition, we adhere to the Public Records Scotland Act and maintain a guide to information on our website (scroll down the Freedom of Information page to access).

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