Welsh translation. This page is translated from the canonical English version for general information. UK legal terms do not always translate exactly — check the English source for legal decisions and seek professional advice for important matters. The English page is authoritative.
All Legal Journeys
Health & Social Care
England only
4 stages
3–12 months
Reviewed 2026-05-22
Independent Complaints Advocacy Service journey (NHS)
Using ICAS to support an NHS complaint and onward referral to PHSO.
Who Uses This Journey
NHS patients and their advocates pursuing complaints with the help of free independent advocacy.
Stage-by-Stage Timeline
1
1
Contact ICAS
Free advocacy service in each region; helps draft and pursue the complaint.
2
2
Local Resolution (NHS provider)
Complaint to the GP practice, trust, or commissioner. ICAS advocate attends meetings.
3
3
PHSO referral
If unsatisfied, ICAS supports referral within 12 months.
4
4
Outcome
Apology, financial remedy, service change, or disciplinary referral.
Possible Outcomes
- Resolved at local level
- PHSO finding of maladministration
- Service improvement