Welcome to York & District Citizens' Advice Bureau's monthly advice column.

Each month we will attempt to answer questions on different subjects. This month we concentrate on a new service offered by the Bureau - The Independent Complaints Advocacy Service (ICAS)

If you have a query about this, or any other subject please contact us at 3 Blossom Street, York, YO24 1AU, Telephone 0870 1264850, Fax 01904 620571, E-mail admin@yorkcab.org.uk You can also get details of all of our services on our website at www.yorkcab.org.uk

Is it true that my local Citizens' Advice Bureau (CAB) will help me if I want to make a complaint about health treatment in the NHS?

From September 1 2003, the Independent Complaints and Advocacy Service (known as ICAS) has been operating from Bureaux around the country. We are replacing Community Health Councils (known as CHCs) in providing information, advice, support and representation to people making a complaint about the NHS.

What can the CAB do for me?

The ICAS team can tell you how to go about making a complaint. A caseworker is assigned to every client and is there to provide advice about any aspect of the complaints process. We also offer more 'hands-on' support and representation. For example, we can make phone calls for you, write letters, or speak on your behalf at meetings/hearings. Please note that ICAS cannot investigate your complaint for you, provide you with medical/clinical information, or give out legal advice to help you obtain compensation.

Does it matter if my complaint has been going on for some time?

We can help you wherever you're at in the complaints process, be it making an initial complaint, requesting an Independent Review, or having your complaint investigated by the Health Service Commissioner (known as the Ombudsman). If a CHC is already helping you and is due to close down soon, that is no problem either. With your permission, all case files can be transferred to us, and we can take over where your CHC left off.

What if I want to complain about health treatment outside the NHS?

ICAS cannot help you if your complaint is about private health treatment or Social Services care. If you want to make a complaint about non-NHS treatment, please feel free to contact us, and we will find you someone who can help.

How do I contact ICAS at the CAB?

ICAS is run by 6 Bureaux in the Yorkshire & Humberside region. To contact us, please phone 0845 120 3734.

Updated: 09:05 Thursday, November 13, 2003