Do You Have a Complaint?

If you wish to complain about the services or products offered by Optuitions, please let us know as soon as possible. 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. Follow the procedure below:

Make your complaint as soon as possible. Usually Optuitions will only investigate complaints that are made (i) within 3 months of the event, or (ii) within 3 months of you realising that you have something to complain about. Go directly to the person involved and talk to them about what happened and what you would like to have done about it, in order to resolve the problem to your satisfaction. A simple discussion with the person involved might clear the air, especially if there has simply been a misunderstanding. If you are unable to complain yourself, then someone else (usually a relative or close friend) can complain on your behalf. If this is the case, or if you are complaining on behalf of somebody else, we will need the permission of the person from whom the complaint arises for us to be able to respond to the third party. Whether you are complaining on your own behalf or another person’s behalf you can be sure that we will treat your complaint in strict confidence. Optuitions encourages you to put your complaint in writing to the Director of the practice at our registered address. Optuitions will respond to you within three working days and we would typically expect complaints to be resolved within 10 working days but within a maximum time frame of 3 months.

If your complaint relates to a clinical or professional matter you can contact the professional body:

General Optical Council
10 Old Bailey
London
EC4M 7NG

Phone: 020 7580 3898

Web: www.optical.org