ICAS will deliver a free, professional support service to clients wishing to pursue a formal complaint against the NHS.

Empowerment - ICAS empowers clients by providing information, support and guidance enabling them to pursue a complaint against the NHS.

Independence - ICAS works solely on behalf of its clients.

Confidentiality - All discussions between clients and ICAS are treated confidentially. Confidentiality is only broken when a service user threatens to harm themselves, others, illegal activity is disclosed or there is cause for concern that an imminent threat exists to public safety.

Inclusion - ICAS respects the diversity of clients and ensures support is accessible to all both in terms of the physical environment where it is delivered and the mode of communication used.

Partnership - ICAS supports the aspirations of the NHS in improving the patient experience and works with NHS colleagues to promote positive change in the NHS, whilst maintaining the independence of the service.

Resolution - ICAS supports the principle of local resolution, supporting clients in finding a solution as close as possible to the point of service that has caused dissatisfaction.

Value for money - ICAS expenditure is only incurred in accordance with the terms of the ICAS contracts and ICAS seeks to obtain value for money.