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How to make a complaint

Updated: January 9, 2023

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 complaints and use this important and valuable feedback as an opportunity to improve our services further through, for example, revising our procedures, delivering staff training, etc.

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

We make it easy for people to complain to us – you can do this in person, by phoning 0300 200 2022, emailing enquiries@ilf.scot or by post at ILF Scotland, Ground floor, Denholm House, Almondvale Business Park, Almondvale , Way, Livingston EH54 6GA.

When you contact us, please tell us:

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

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 (NIPSO) to look at it.

The SPSO has updated its model Complaints Handling Procedure. ILF Scotland acts in accordance with this so we have updated our own complaints handling procedure accordingly. Our procedures also comply with the requirements of NIPSO.

You can find our up-to-date Complaints Procedure here.

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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