Independent Living Association: Complaints procedure
The Independent Living Association (ILA) aims to provide a consistently high quality service to all its customers. As such we investigate all complaints fully with a view to early and satisfactory resolution.
How can I make a complaint?
At the ILA we are passionate about putting our customers’ needs and requirements at the heart of our organisation and as such we seek to learn from all of the feedback that we receive and make changes and improvements where appropriate.
There are various ways for you to let us know what you think about our services. You can make a complaint by:
ü Email
ü Post
ü Telephone
ü Text phone
ü Visiting our website
ü Speaking directly with one of our managers (please call to make an appointment)
By email
If you wish to make a complaint by email, please email us at:
By post
If you would like to make your complaint by post please write to:
Policy & Communications manager
Independent Living Association
Southfield House
11 Liverpool Gardens
Worthing
West Sussex
BN11 1RY
By telephone
If you would like to make a complaint by telephone, please call our Information and Advice service between 8am and 6pm on:
08456 0123 99* (select option 1)
If you call outside office hours you can leave us a message and we will call you back within one working day to confirm safe receipt of your message.
* Calls to 0845 numbers from BT landlines are charged at local rates. Calls from other landlines and mobile operators may vary. If your service provider will charge you more than the local rate, please call us on 01903 219482.
By text phone
Our text phone number is:
01903 823 173
Alternatively, we can be contacted via the type-talk relay service.
Via our website
You may also submit a complaint via our website:
Who will deal with my complaint?
A manager will deal with your complaint within 5 working days. During this time they will investigate your complaint fully and will write to you detailing their findings. If a full reply is likely to take longer, we will give you a timescale within which your complaint will be answered and we will aim for this process to take 15 working days overall.
What can I do if I am not satisfied with the manager’s response to my complaint?
If you are not satisfied with our response to your complaint please contact our Chief Executive using one of the methods listed above.
If you send a written complaint please mark it ‘For the attention of the Chief Executive’. Alternatively if you contact us by telephone or text phone please ask to speak to the Chief Executive.
How will the Chief Executive deal with my complaint?
The Chief Executive will go through your complaint in detail, and also review the findings of the manager who initially dealt with your complaint.
The Chief Executive may contact you directly to ask you further questions about your complaint.
Either way, the Chief Executive will write back to you within 15 days working days of your complaint being forwarded to them.
What can I do if I am not satisfied with the response from the Chief Executive?
If you are not satisfied with the response that you have received, you may contact the Chair of the Trustees in writing. Please mark it ‘For the attention of the Chair of the Trustees’.
The Chair will aim to respond fully to your complaint within 15 working days of receipt.
What if I am not satisfied with the response from the Chair of the Trustees?
If you are not satisfied with the decision reached by the Chair of the Trustees, you may wish to seek independent advice from your local Citizens Advice Bureau.
How can I make sure my views are represented?
Anybody making a complaint has the right to meet with a staff member or committee member at any stage of the complaints procedure. A third party may be present as supporter or adviser in these circumstances.