ICAS – Independent Complaints Advocacy

NHS Complaints

If you are unhappy with the care and treatment you, or someone else has received from the NHS, or services paid for by the NHS, you have the right to raise your concerns about it.

If you decide to make a complaint, you should do so within 12 months of the incident you are complaining about, or, within 12 months of the time you became aware of the impact or results, of the care and treatment which you are complaining about.

N.B. In certain circumstances, the NHS will look at complaints that are outside of these timescales, but they do not have to. Anyone can make a complaint about their NHS care and treatment.

If the person concerned is unable to make a referral to us, someone else can do it for them. Usually we will need the person’s consent, but we understand that sometimes this isn’t possible.

ICAS (NHS Complaints) Referral Form

Nature of client’s impairment (mark all that apply)

Digital Signature

15 + 10 =

The following acts:

– Care Act (2014)
– Mental Capacity Act (2005)
– Mental Health Act (2007)
– Human Rights Act (1998)

As well as various social and health care Acts/Bills and Amendments, including local government and NHS policies.

It can be difficult and feel exhausting when we believe we are not being listened to, and when we feel that what’s important to us, isn’t being taken seriously by others.

Sometimes we don’t have the words to say what we want and how we feel, especially when decisions are being made about our health and social circumstances.

We can help by taking the time to understand you and your situation, We will explore options with you and give you as much or as little support as you want. 

We will only act with your permission (consent), and we do not share your information with anyone that you haven’t agreed to (unless we become aware of any risk to yourself and/or others incl. illegal acts.).

We won’t tell you what to do, or take over when you want to do things for yourself.

We will not judge you and your lifestyle choices, and we will not tell you whether something is right or wrong, good or bad.

Our Mission & Values


We hold a Quality Performance Mark (QPM), which is the only quality mark awarded to organisations that provide independent advocacy, and that can show they provide excellent services, as stated within the QPM standards and The Advocacy Charter.


Advocacy is, in itself, a safeguard for you, to ensure your rights and lifestyle choices are protected and upheld. We work to ensure that you and those around you, are safe from harm and abuse, when you are at your most vulnerable.

Our Mission & Values

Empower you to use your voice, to protect the vulnerable and achieve positive outcomes. We also, empower you to use your voice, protect the vulnerable and achieve positive outcomes

Contact Us

If you have any questions please get in touch. Hours of business: Mon – Fri 9 a.m. – 5 p.m.

01332 228748

one advocacy, Sinfin Library, Arleston Lane, Sinfin, Derby DE24 3DS

Clients: OAclients@citizensadvicemidmercia.org.uk

Professionals: referrals@oneadvocacyderby.org