In this section
Complaints And Review of Decision Procedures
Complaints - What to do if you are unhappy with the service you have received
The ILF is committed to delivering high standards of service and achieving excellent working relations with those that deal with us. We aim to be fair and considerate to our customers and we welcome feedback on the service we provide.
We do recognise that on occasions our service can fall short of expectations, leading to complaints being made. Our policy is to deal with all complaints in an unbiased and transparent manner. We will make our procedures for dealing with complaints widely available and accessible to all our users.
If you are unhappy with the service you have received – for example, the length of time it has taken us to do something, or the way someone has spoken to you when you contacted the Fund - you may want to complainIf you wish to complain about any aspect of our service you can contact the Complaints And Review Managers, Eleana Soar or Avwiene Etefia. They will aim to deal with your complaint within 3 weeks of receiving it.
Reviews - What to do if you would like us to review a decision we have made
The ILF is committed to achieving high standards of decision-making and service. We aim to make decisions that are consistent, fair and in line with our policies.
Whilst we strive for this we do recognise that on occasions the way we make decisions can fall short of expectations, or appear unreasonable.
If you are unhappy about a decision the Fund has made about your application or award you can ask us to look again at the decision. We call this a decision review.
Our policy is to deal with all decision reviews thoroughly and in an unbiased, transparent manner. We will make our procedures for dealing with decision reviews widely available and accessible to all our users. We aim to utilise information from decision reviews to improve our decision-making processes wherever possible.
You can ask for a decision review by contacting the Complaints and Review Managers, Eleana Soar and Avwiene Etefia. You will need to tell us why you think the decision is wrong, or provide new information that might affect the decision.
After we have completed the decision review we will write to you and let you know the outcome. We will write within 3 weeks from the time we have gathered all the necessary information to complete a review.
Eleana Soar and Avwiene Etefia
Tel: 0845 601 8815
Write to Eleana and Avwiene at: Independent Living Fund, PO Box 7525, Nottingham NG2 4ZT