Partners of CAN

Network members only

Network Login

Independent Complaints Advocacy Service - ICAS

Attention: open in a new window. PrintE-mail


ICAS stands for the Independent Complaints Advocacy Service. We can help if you feel you have not had the service you expect from the National Health Service (NHS) and want to raise a concern or complaint.


ICAS is independent of the NHS, confidential and free.


ICAS is funded by the Department of Health and in the North West, this service is provided by the Carers Federation.


ICAS can support you in many different ways:


• We can help you write complaint letters to the right people,

• Prepare you for and go to complaint meetings with you,

• Give you an opportunity to speak confidentially to someone who is independent of the NHS,

• Help you explore your options and answer questions to help you make decisions.

• Provide you with a Self-Help pack which will assist you in making your complaint


In Cumbria, the ICAS service is based in Carlisle. However, ICAS Advocates can meet you throughout the county. In some circumstances, we can meet you at home, at a neutral venue or at one of our outreach appointments.


Every Wednesday, an ICAS Advocate is at Stricklandgate House, Kendal between the hours of 10am – 2pm. You can call and make an appointment on 01228 538267 or just drop by.


• An outreach session is also held on the last Wednesday of every month at The Senhouse Centre, Whitehaven, where an Advocate is available to support you. Please call 01228 538267 to make an appointment and check the availability of the Advocate.


ICAS can provide information about the service in a number of different languages and can adapt the way we communicate with you – depending on your needs. For example, we can use Braille, large print and audio formats.


Contact Information:

Helpline – 0808 802 3000

Manager – Analeize Lawson

Email - This e-mail address is being protected from spambots. You need JavaScript enabled to view it



Office Address – Penrith ICAS, Suite 5, Cumbria House, Gilwilly Industrial Estate, Penrith, Cumbria, CA11 9FF

Phone - 01768 861830

Fax - 01768 861839

Office hours

Monday – Friday 9am – 5pm

Thursday 9am – 7pm