Welcome to the Optical Consumer Complaints Service (OCCS)

The Optical Consumer Complaints Service (OCCS) is an independent and free mediation service for consumers (patients) of optical care and the professionals providing that care. The service is funded by the General Optical Council who regulate opticians, optometrists and dispensing opticians.

All opticians and optometry practices will have their own internal complaints procedure to deal with any complaints raised by consumers. Most concerns are normally resolved informally. If a consumer and the optical practice cannot resolve the complaint within the practice, the Optical Consumer Complaints Service is here to help by offering mediation to find a resolution acceptable to both.

The service is provided by Nockolds, meaning that it is completely impartial and therefore each complaint is considered fairly and importantly for everyone involved, efficiently so that you can move on.

Latest Articles

April 20th 2022

Opticians Are Human Too

It is the human condition to be fallible sometimes. This includes opticians, their  staff and mediators. Fallibility takes many forms, but a key cause is communication and, more importantly, miscommunication.
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April 20th 2022

Feeling Heard : The Importance of Helping a Client to Feel Heard and Valued

As part of our mediation service, the OCCS assist both the public and the optical profession in finding mutually beneficial outcomes to complaints.
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March 1st 2022

How to Manage Emotions when Communicating

In this article, we look at how to manage emotions when communicating both as a member of the public and as an optical professional.
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We are delighted that

The OCCS is seen as an effective and useful service