Independent Complaints Advocacy Service journey (NHS)

Using ICAS to support an NHS complaint and onward referral to PHSO.

This page applies in England only — different rules may apply in Wales, Scotland, or Northern Ireland.

Who Uses This Journey

NHS patients and their advocates pursuing complaints with the help of free independent advocacy.

Free advocacy service in each region; helps draft and pursue the complaint.

Complaint to the GP practice, trust, or commissioner. ICAS advocate attends meetings.

If unsatisfied, ICAS supports referral within 12 months.

Apology, financial remedy, service change, or disciplinary referral.

Possible Outcomes