Supporting your voice in the NHS

If you are unhappy about any aspect of NHS care or treatment you or others have received, you can raise your concerns about it with ICAS, a free and independent service for patients.

Do you have a complaint about the NHS?

Contact us: 0161 850 0645 | [email protected]

The NHS Complaints Regulations state a complaint must be made within 12 months of the incident happening or within 12 months of you realising you have something to complaint about. 

What can ICAS do fo you?

• Give you information about who to complain to
• Explain the NHS complaints procedure
• Help you to write letters to the right people
• Come to meetings with you
• Put you in touch with other people who can help
• Provide an interpreter if you need one


Before you start the process, you may wish to:

• Think about what you are unhappy about
• Think about whether you have a complaint or an enquiry
• Check that your complaint is within the time limits
• Think about why you are making a complaint and what you would like to happen as a result of your complaint and;
• Check that your complaint can be pursued through the NHS complaints process


Raising Concerns

If your concern is regarding something that can be resolved quickly, i.e. by the following day, you may wish to speak directly to the member of staff involved, their manager or speak with PALS.


Time Limits

If your concern is regarding something that can be resolved quickly, i.e. by the following day, you may wish to speak directly to the member of staff involved, their manager or speak with PALS.


What cannot be pursued through the complaints process?

• Compensation for clinical negligence
• Disciplinary action against an NHS Staff member
• Complaints about privately funded treatment
• Complaints about organisations which are notNHS funded


Downloadable forms and resources

ICAS referral form (WORD.DOC)
Making a complaint (PDF)
Writing a letter (PDF)
Complaint and sample letters (PDF)
Medical records (PDF)
Parliamentary and health ombudsman (PDF)
Other useful agencies (PDF)
Useful contacts and addresses (PDF)
What to expect from your advocate guide (PDF) 
What to expect from a local resolution (PDF)

(If you require these documents in any other accessible formats then please contact us)


To access this service please complete referral form or if you require more information then contact:

Michael Hunt
Independent Complaints Advocate
Telephone: 0161 850 0645
E-mail: [email protected]

TAS Hub will be open Monday to Friday 10:00 – 4:00 (answerphone out of hours), advocacy support can be provided flexibly beyond these hours depending on the needs of those involved.