Comments & Complaints

 

If you wish to complain about our services or products, please let us know as soon as possible. Whether you are a patient receiving General Ophthalmic Services under the NHS or you are a private patient, we hope that most problems can be sorted out quickly and easily. The sooner you tell us about the problem, the quicker it can usually be resolved.

If your complaint is about a NHS sight test or other NHS service, you should tell us – verbally, electronically or in writing – within 12 months of the incident itself or 12 months of you becoming aware of the problem.

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We will acknowledge receipt of your complaint within three working days; and, if you wish, we will explain to you in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that.

You can be sure that we will treat your complaint in strict confidence. If you are complaining on behalf somebody else, we will need that person’s permission to respond to you.

If you are not satisfied with our complaint handling, please contact:

NHS England

PO Box 16738

Redditch

B97 9PT

Email:  england.contactus@nhs.net

Please state ‘For the attention of the complaints manager’ in the subject line

Tel:  0300 311 22 33

(Monday to Friday 8am to 6pm, excluding England Bank holidays)

If your complaint is not about NHS sight testing or other NHS services but about spectacles or contact lenses only and we are not able to resolve it to your satisfaction, further help is available from:

Optical Consumer Complaints Service

6 Market Square, Bishop’s Stortford, Hertfordshire, CM23 3UZ

Telephone: 0844 800 5071

 

 

 

Please note this practice supports complaints made in alternative formats in accordance with the NHS Accessible Information Standard. Please inform a member of staff if you need information or forms in an accessible format to make a complaint.