Independent Complaints Advocacy Service
Independent Complaints Advocacy Service – Update
From 1 July 2026, the Independent Complaints Advocacy Service (ICAS) in Sefton will be provided by a new organisation.
We are currently awaiting confirmation of the new provider and will update this page as soon as details are available.
In the meantime, Healthwatch Sefton is still here to support you. If you are unhappy with an NHS service, we can:
- Provide clear information about your options
- Help you understand the complaints process
- Signpost you to services that may be able to support you
However, during this transition period, we are not able to take on any new advocacy referrals, including self-referrals.
If you feel you would benefit from support from an advocate, we can:
- Take your details (with your consent), and
- Pass them on to the new provider once they are in place, so they can contact you directly
We understand this may be frustrating, and we truly appreciate your patience. Our team remains committed to ensuring you receive the support you need as quickly as possible.
If you would like advice or information, please don’t hesitate to get in touch with us by phone 0800 206 1304 or via email info@healthwatchsefton.co.uk
Contact us:
Helpline number: 0800 206 1304
Email address – info@healthwatchsefton.co.uk
NHS Cheshire and Merseyside Integrated Care Board (ICB) Patient Advice Complaints Team
You can also share concerns about a local NHS service you have received or make a complaint directly with NHS Cheshire and Merseyside Integrated Care Board (ICB) Patient Advice Complaints Team. You can find more information via this link to their ICB Complaints information webpage.
Download our Guide to Making and NHS Complaint
If you are unhappy about any aspect of NHS care or treatment you or others have received, you can raise your concerns about it. This booklet will give you all the
information to get you started.
Referral process for external organisations
Our main aim is to make the referral process as simple as possible for everyone. You can request a referral form from us by giving us a call on 0800 206 1304 or by downloading the form.
Simply complete the referral form with the requested information and return to us, along with any additional information which you think will be helpful to us.
You can return the form by:
Post: FREEPOST RTCG-HGXH-LHRS. Healthwatch Sefton. Sefton CVS. 3rd Floor, Suite 3B North Wing, Burlington House, Crosby Road North, Waterloo, L22 0LG. (no postage stamp is required if you use this address on the envelope).
Email: info@healthwatchsefton.co.uk (email must be password protected)
Once the form has been received, we will begin the next stage of arranging contact with the complainant.
All referral forms will be assessed by our Signposting and Information officer who provides tier one support for the Independent Complaints Advocacy service.
Contact will be made with the complainant within two working days of receiving the referral form by the preferred method to discuss the complaint and support needs.