North East ICA

FREE PHONE 0808 802 3000

NHS Advocacy is now provided by North East NHS Independent Complaints Advocacy (ICA),supporting individuals complaining about the NHS in the following local authority areas:

Darlington, Durham, Gateshead, Hartlepool, Middlesbrough, Newcastle, North Tyneside, , Redcar and Cleveland, South Tyneside  and Sunderland.

This service replaced the previous Independent Complaints Advocacy Service (ICAS) in 2013 and  continues to be delivered by the Carers Federation Ltd, who now have over sixteen years experience of supporting people in the North East with NHS complaints. Please click on the Independent Complaints Advocacy link on the left hand banner for an overview of how we can help.

How to find us

The service is based at:
Aidan House
Sunderland Road

 Local Links you may find useful

Healthwatch – the local voice for health and social care issues

Clinical Commissioning Groups

Outreach venues by appointment. We are currently in the planning stage and hoping following Government updated guidance and discussions with our partners to start reopening venues by the end of November.The Gateshead Office outreach will open as a monitored trial from mid August.

We have fully experienced Advocates in all Local Authority areas and  at certain core venues by appointment. Alternatively, in response to feedback and to make our service more accessible, we are able to meet at  any other venue to suit a clients needs.To make an appointment please call 0191- 4788350 or email to explore options. Deaf Clients can contact us by text 07789088284 or BSL Whats app video on 07738994040

Healthwatch Darlington  1  Chancery Lane
1st Monday monthly 11am-1pm by appointment only
Aidan House Sunderland Road NE8 3HU Weds afternoons – no appointment required 1.30pm -4pm
Healthwatch County Durham, Whitfield House, St Johns Road
Meadowfield Industrial Estate, Durham DH7 8XL
2nd Thursday of month 2-4pm
appointment only
ORCEL Wynyard Road Hartlepool TS25 3LB
every 3rd Wednesday 9.30-12pm
appointment only
Live Well Centre
Dundas Arcade Middlesbrough
1st Weds of each mth 1-4pm
appointment only


Contact Office for latest arrangements

North Tyneside
 Contact Office for arrangements Ist Tuesday 12pm -3pm
Contact Office for arrangements
First Wednesday of every month 9.30am -12pm

South Tyneside

Contact Office for arrangements


Contact Office for arrangements


Latest update  October 21

  • We are now increasing the use of our Facebook page to engage with everyone. Please feel free to contact us by that route if it is the one for you. We are moving at pace to engage in even more virtual meetings- our telephone is manned to offer support as usual.
  • We are proud as a service to be fully functional and adapted to lots of changes during the COVID 19 pandemic. including planning for the  arrangements in the North East.
  • We want to hear from you should your NHS care and treatment not go to plan.
  • We give our time free and pride ourselves in being client led so will tailor any support in accordance with your wishes and the outcomes you desire.

Please note our Office is now open.

  • Whist making a complaint to the NHS is a decision for you: if you do not; how with the NHS be able to learn and improve for the future? There are positive benefits from all negative experiences. Its the essence of learning for everyone and generates positive outcomes.
  • Finally  the Parliamentary and Health Service Ombudsman has published their information around the new Complaints standards framework please follow this link:-

We recognise for some of our clients the pace of change may be something they are not comfortable with and we will be taking all precautions to ensure both staff and client safety and continuing the use of face masks in all settings. NHS Organisations are starting to accommodate  face to face complaints meetings again and the numbers are increasing though there is no guarantee when and it is the best policy to discuss this with us when you make a complaint so we can share the latest position.

As an advocacy service we are independent of the NHS, non judgemental and impartial though most important are client led – we will help you to do what you want about your NHS complaint