top of page

Complaints Policy

We are committed to providing high-quality optical services and appliances to all our patients.  When something goes wrong, we’d prefer you to tell us about it.  This will help us to improve the services we continue to offer.


If you have a complaint, please contact us with the details, this can be done in person, by telephone, in writing or by email to We will then investigate the matter and propose a solution to your complaint. If a satisfactory resolution cannot be reached following the conclusion of this process explained below you can then contact the Optical Consumer Complaints Service (OCCS).



What will happen next?


  1. We will acknowledge receipt of your complaint within 48 hours of receiving it, this will be done by telephone or email.

  2. We will then investigate your complaint. This will normally involve passing your complaint to the practice management team, who will review your complaint and investigate accordingly. 

  3. Within seven days of your complaint being acknowledged. A member of the practice management team will contact you, usually by email, to confirm what took place and discuss solutions with you.

  4. At this stage, if you are still not satisfied, you should contact us again and we will arrange for Ivan Cammack to review the decision.

  5. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.


If you are still not satisfied, you can then contact the


Optical Consumer Complaints Service,

6 Market Square,

Bishop’s Stortford,


CM23 2UZ


For further information, you should contact the Optical Consumer Complaints Service on 03448005071 or at

bottom of page