Complaints and compliments about us 

We aim to observe the highest standards of conduct in our dealings with our supporters and the public and our fundraising is guided by the Code of Fundraising Practice

If we have failed to meet this high standard, or you are dissatisfied with any aspect of our work or the conduct of our volunteers, please let us know and you can make a complaint.

To make your complaint please write to us or send an email to

If you make a complaint, we will acknowledge your complaint within 7 working days. We will let you know who is dealing with the complaint and when you can expect a reply.  All complaints received by the charity are passed on to the Trustees of the charity.

In some cases, the person who receives the complaint from you may be able to resolve your complaint swiftly by providing you with further information or clarification. If they can’t do that, one of the Trustees of the charity will consider your complaint and the concerns raised in a timely manner and will ensure appropriate action is taken.

Once the Trustee has considered your complaint and made a decision about the action to be taken, you will be notified of the decision. We will endeavour to reply within 30 calendar days of the complaint being raised by you, and if this timescale is not possible, we will let you know when you can expect a response and keep you updated.

If you  feel your complaint has not been satisfactorily resolved, you can request for that our Board of Trustees review your complaint. In that case, your complaint will be discussed in a Board meeting and we will endeavour to notify you of the outcome of the Board review within 30 days of you making the request for a review. If this timescale is not possible, we will let you know when you can expect a response and keep you updated.

ILA’s Board of Trustees will endeavour to address your concerns. However, if you are not satisfied with the Board decision you can contact the Fundraising Regulator, which is the regulatory body which oversees charitable fundraising activity, and you can make a complaint to it.  For further information please visit their website.

You also have the option of referring your case to the Charity Commission of England and Wales, the regulatory body overlooking our activities. You can contact the Charity Commission by phone, email or letter. For further information please visit their website.


If you think there is something we have done well, we would also be happy to hear from you. Email us at, or contact us by whatever method is convenient.