The documents below set out the IIL's current policies in regards to Complaints and Equality & Inclusion, and the Local Institute's Health & Safety policy. The policies will be updated from time to time to reflect developments in the law or in the provision of our services. If you have any queries regarding the policies below please do not hesitate to contact us.

Our Constitution is also included for our members.

Our Commitment to You

The IIL is committed to delivering a first-class service to all its customers. Our aim is to provide open and fair opportunities for learning, maintaining competence and raising professional standards within the insurance, savings and financial services industry.

The IIL is committed to using the best practices and implementing policies and procedures to ensure that customers are dealt with on a consistent and fair basis.

Providing Feedback
We welcome feedback, positive or otherwise, on all aspects of our service, so please don't hesitate to let us know what you think. You'll be providing vital information to help us improve our procedures and processes.

Feedback can be sent to iil.london@cii.co.uk.

Please note: should your feedback constitute an expression of dissatisfaction, thus a complaint, we will ensure this is dealt with under the IIL Complaints Policy.

Making a complaint
As part of our commitment to maintaining high levels of customer service, the IIL has established a policy to ensure complaints are dealt with swiftly and completely.

So if you are unhappy with any aspect of our service, we welcome your comments. This will help us put things right for you and improve our service in general.

We take every complaint and comment seriously and are committed to addressing any issues that lead to complaints.