What you can expect from us
Our standards
ILA Scotland is committed to providing you with a high quality, efficient service.
It is very important to us that you get the best from ILA Scotland. Please let us know immediately if you have any problems or concerns about your account or any of our approved learning providers or their courses.
Here you will find details of ILA Scotland's service standards and what you can do if things go wrong. It informs you of our aims and principles and outlines your rights.
It also sets out the minimum standards of service you can expect from us and tells you what to do if things go wrong at any stage of the process. The procedures for registering complaints and appeals are also covered in this document.
Service for all
You have a right to expect a prompt, helpful and polite service from ILA Scotland staff who will always identify themselves to you.
You can contact the ILA Scotland helpline on 0808 100 1090 for information, advice or guidance. The service is free and you can call as often as you need to.
We aim to provide a service that is accessible to everyone. If you have a disability or any special requirements, please let us know and we will do our best to meet them.
Dealing with enquiries
If you phone us
We will try to answer your query straight away or re-direct your call to the appropriate person if we can’t answer it. If your query cannot be dealt with immediately, we will arrange for you to be called back by the next working day.
If you write or e-mail
We will acknowledge your letter or e-mail within one week of receipt. If, for any reason we cannot give you a full answer within that time, we will write to you explaining the reason for the delay and indicating when you can expect to receive a full reply.
If you ask for information about ILA Scotland:
- we will give you clear, accurate and helpful information and forms that are as easy to understand and complete as possible
- we will give you all the readily available published information we have, or tell you where published information may be obtained, within one week of receiving your request
- we will deal with requests for other information within two weeks of receiving your request.
If you ask for information that we can’t supply you, or we can’t supply it to you within two weeks of receiving your request, we will write and tell you. If it is appropriate, we will inform you of your rights of appeal.
Complaint Handling
In most cases you should try to sort out any problems with your learning provider through their complaints process.
If you are not happy with their response to your enquiry or complaint you should contact ILA Scotland. You can make a complaint by letter, phone, fax, email, or through the ILA Scotland website as follows:
Phone: 0808 100 1090
Fax: 0141 285 6105
Email: enquiries@ilascotland.org.uk
Write to us: ILA Scotland Complaints Team, PO Box 26833, Glasgow G2 9AN
Website www.ilascotland.org.uk
Your complaint will be dealt with thoroughly, fairly and confidentially. You will not be discriminated against in any way for having complained, but a record will be kept of the issues raised and their resolution.
Complaints Procedure
- Contact ILA Scotland with details of your complaint – you must remember to include your full contact details so that we can get in touch with you.
- For simple cases, we will try to resolve your complaint within 24 hours to your satisfaction.
- If we can’t quickly resolve your complaint, we will send you a complaint form to check. This will already contain information about your complaint which we hold on our systems – you should check this carefully, sign it and return it to us.
- One of our advisers will respond with a proposed solution or a written acknowledgement within one week of receiving your returned complaint form.
- Unresolved complaints will be passed to impartial staff for further investigation and resolution.
- We will usually complete our investigation within two weeks and write to advise you of our findings. If for any reason it is not possible to fully investigate your complaint within this time we will request further time to enable us to investigate the complaint further. We will continue to keep you informed of the progress of your complaint.
Appeals Procedure
If you are not happy with the response you receive or you don’t feel you have had a fair hearing, you may appeal outlining your concerns or comments. All appeals must be submitted, in writing, within three weeks of the date of the decision on your complaint, and state clearly the grounds for the appeal to:
ILA Scotland Appeals
PO Box 26833
Glasgow
G2 9AN
Review
Our standards of service and procedures for dealing with complaints and appeals will be monitored and assessed on a regular basis.