Independent Complaints Advocacy Service

                                                                    
                                                                                                               
"The staff listened to us. They didn't judge and they pointed us in the right direction. But what we really got out of approaching ICAS was that we no longer felt we were alone."
ICAS client whose complaint led to changes in procedure at an NHS Trust.

The National Health Service (NHS) works hard to treat everyone properly and promptly. Although most people using the health service are happy with their treatment, things can sometimes go wrong. If you're not satisfied with the service you've experienced from a hospital, doctor, dentist, local surgery or other NHS provider, you are entitled to complain about it.

One of the roles of the Carers Federation is to deliver the national Independent Complaints Advocacy Service. We are one of three organisations in the UK to provide ICAS and we cover four regions: the East Midlands, the North East and North West and Yorkshire/Humberside.

The role of ICAS is to support people who want to make a complaint about their NHS-funded treatment or care. It's a free, confidential and independent service designed to help people understand their rights and make informed choices.

When you contact ICAS you will be supported throughout the complaints process by an experienced advocate who really understands how the NHS works. In fact, since ICAS was set up in 2002 it has helped around 30,000 people nationally to make a complaint.

For information on how to raise your concerns with the NHS download our leaflet here.

For further advice and guidance on making your complaint click here or contact your local office to speak to someone who can help.


"I would reassure any healthcare professional that involving ICAS can only be a positive experience."
NHS patient experience manager for NHS North of Tyne

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