From August 2020 to July 2023 Central England Law Centre delivered the Independent Health Complaints Advocacy service for Coventry.

The service offered free, independent, confidential advice and support to help people make a complaint if they are not happy with the service they, or someone else, has received from the NHS.

Patients have the right to complain if they are not happy about their treatment or if things go wrong, in line with the NHS Constitution.

The IHCA service: 

Central England Law Centre supported complainants by:

  • Providing information about how to make a complaint including who to complain to 
  • Explaining the complaints process and the options at each stage 
  • Providing a range of ‘self-help’ tools to enable enquirers to progress their claim independently 
  • Helping with writing letters 
  • Supporting complainants to prepare for complaint meetings, including provision of an advocate if necessary 
  • Helping to refer complainants to the Health Service Ombudsman if they are unhappy with the response received from the NHS service 
  • Signposting to other sources of appropriate help and support  
  • Establishing a comments/complaints process that allows people to raise concerns or make complaints about the IHCA service 
  • Establishing a mechanism for gathering feedback from clients using the IHCA service and making sure clients are made aware of this 
  • Ensuring that all calls/emails were responded to within 48 hours 

The Law Centre publicised the IHCA service to ensure the people of Coventry were aware of their rights by providing:

  • Information to the public in a range of formats that advertise the service and what can be expected when using IHCA 
  • A link/information to the dedicated IHCA web page on the front page of the providers website 
  • A dedicated phone number and email address that enquirers and on-going clients can use to contact the service   


    View the guides and resources which the Law Centre designed to help people to understand their rights and prepare a complaint themselves.

    Useful Tips on Writing an NHS Complaints Letter

    Your Guide to the NHS Complaints Process

    Template Letter for Making an NHS Complaint

    A Guide to our IHCA Service

    Please note from July 2023 the IHCA service will be delivered by Voiceability.  You can contact Voiceability by:

    ·         visiting their website at

    ·         emailing them at [email protected]

    ·         calling them on 0300 303 1660 (calls are free from landlines and mobiles in the UK)