Independent Complaints
Advocacy Service

• Accessibility
• 
• 
• 

About ICAS

The National Health Service (NHS) works hard to treat everyone properly and promptly and most people using the health service are happy with their treatment. But sometimes things can go wrong.

If you are unhappy with the service you or others have received from a hospital, doctor, dentist, local surgery or any other NHS service, you can complain about it.

You have a right to have your concerns investigated and to receive a full reply.

Complaints are an important indicator of the standard of health service provision and positively resolved complaints often improve services.  Making a formal complaint can, however, be a daunting experience  -- especially for those in disadvantaged or vulnerable groups.

What is ICAS?

ICAS stands for the Independent Complaints Advocacy Service. It is a free and confidential service that is independent of the NHS and tailored to individual client need.

Patients who want and are able to raise their concerns are empowered to do so. Patients with more complex needs have access to specialist advocates who can support them through the official complaints process. 

How can ICAS help you?

An experienced worker, known as an Advocate, can

• help you to write letters to the right people
• prepare you for and go to meetings with you
• help you explore your options at every stage of the complaint
• answer questions to help you make decisions

If you would like the support of an ICAS advocate, please contact us

Click here to see our comprehensive self-help information pack to help you feel confident about making a complaint yourself.

If you would prefer to view this document in portable document format (PDF) click here.

You will need Adobe Acrobat Reader software installed on your computer to be able to read this file. The software is available for free download here if you do not have it already.