ILF circular 02/09: Complaints

The complaint process for Independent Living Fund users, staff and independent assessors.

This publication was withdrawn on

The Independent Living Fund closed on 30 June 2015 and this guidance is out of date.
For more information, see –


ILF circular 02/09: Complaints

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email Please tell us what format you need. It will help us if you say what assistive technology you use.


This Independent Living Fund (ILF) circular describes the complaints process for ILF users, staff and independent assessors.

It explains:

  • how to make a complaint
  • when someone who complains can expect to receive a response
Published 26 January 2009
Last updated 5 September 2014 + show all updates
  1. Revised policy: target for replies reduced from 21 to 15 days (June 2013)
  2. First published.