Complaints and compliments about us 

We aim to have the highest standard in dealing with our supporters.  If you are dissatisfied with any aspect of our work and the conduct of our volunteers, you can complain. You can also let us know if you think there is something we or our volunteers have done well.

We will acknowledge your complaint within 7 working days. In most cases, the person who dealt with you will check to see if they can resolve your complaint by providing you with further information or clarification. If they can’t do that, they will share your complaint with the Director who will pursue the matter in a timely manner.

Once the director has considered your complaint, you will be notified of the decision. The director should reply within 30 calendar days of the complaint being raised.

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

If you disagree with a decision you can request for a Board  Review. In that case your complaint will be discussed in a board meeting and you will be notified of the decision of the board within 30 days of making the request.

ILA’s Board of Trustees will ensure that the total satisfaction of the person making the complaint is realised. However, if you are not satisfied with the Board decision you 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.