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, 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 seventeen 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 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 your individual needs.To make an appointment please call 0191- 4788350 or email to explore options. Deaf/deafened people can contact us by text 07789088284 or BSL Whats app video on 07738994040

Contact us for flexible arrangements
Available to any Client

Aidan House Sunderland Road NE8 3HU Monday, Wednesday and Friday 10-12pm no appointment required
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 flexible 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 flexible arrangements


Contact Office for flexible arrangements


Latest update   June 2022

From 6th June until 11th June it is Carers week and a time to reflect on the value of carers and the people they support. Should there be any concerns accessing health services why not give us a ring and share your experiences especially if nothing seems to be changing very quickly.

We welcome visitors to our Office by prior appointment- though if you turn up without one we may not be able to meet with you. We do have an open afternoon on a Wednesday where there are always staff available.

We understand  most NHS organisations are still adhering to the use of face masks in complaints meetings unless you have a medical exemption.

We are  able to meet people face to face and support them at meetings as our local NHS Organisations have indicated they have updated their arrangements. Whilst we still can use virtual meetings as an option we recognise this is not for everyone – our telephone is manned to offer support as usual or to talk to us about other arrangements.

We want to hear from you should your NHS care and treatment not go to plan or even if there have been significant delays – it is important your voice is heard within the NHS.

We give our time free and pride ourselves in being people led so will tailor any support in accordance with your wishes and the outcomes you desire.

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. Even in these challenging times this message still rings true.

The Parliamentary and Health Service Ombudsman  published their information around the new Complaints standards framework and there are several NHS Organisations trialling this in the North East please follow this link:-

Our advocate team has a wealth of experience and knowledge and specialise in NHS complaints work so have no other distractions and will guide and support you through the  process to a conclusion.

As an advocacy service we are independent of the NHS, non judgemental and impartial though most important are led by you and your needs – we will help you to do what you want about your NHS complaint and signpost you, where necessary, to other Organisations who may be able to offer additional support.

Please follow our social media channel if you can for more timely updates.