What we Offer

What We Offer

We can assist with complaints about the goods you have received (glasses, contact lenses, etc) and/or the service provided.

We will listen to the complaint and then investigate. We will then work with both consumer and practitioner to reach a fair resolution. The service does not have any formal powers to force a settlement but by exploring why a consumer feels dissatisfied, and listening to both sides, we will support everyone involved to work towards a solution.

As well as complete complaints mediation, we can also:

  • Give guidance to optical professionals on how to respond to a complaint
  • Talk through a professional’s concern about a particular issue and help them to manage this successfully to avoid a complaint
  • Provide initial assistance to consumers who may not be confident or able to raise a complaint alone

The Optical Consumer Complaints Service cannot assist with claims involving allegations of negligence or where there are concerns about the practitioner’s fitness to practise. If you are unsure whether you circumstances fall within these areas. Please click here for more information or contact us.

If there are concerns that an optician or optometrist is not fit to practice, then the General Optical Council will investigate those concerns. The General Optical Council regulate all optical professionals in the UK and authorise them to practice. Click here to visit the General Optical Council Fitness to Practise information.

If you feel the optical care you have received was negligent, then you will need to speak to a solicitor specialising in clinical negligence. Please contact us if you would like details of specialist solicitors.

The OCCS is proud to have supported 98% of consumers and practitioners contacting the service during 2014-15, to find a resolution to consumer complaints where emotion and stalemate have had a negative impact on all those involved. We look forward to continuing to help consumers and members of the optical professions to resolve complaints fairly and quickly. Our message is…if in doubt, just get in touch with us and we can help