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 practitioner cannot resolve the complaint, either can refer the complaint to the Optical Consumer Complaints Service. We will then review the complaint and help to find a resolution.

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

OCCS continues to have a positive impact for practices and patients
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Since 1 April 2014, the OCCS has assisted over 4,500 consumers and practices to resolve their consumer complaints. Jennie Jones, head of the OCCS, explains: ‘We are delighted that the OCCS  is seen as an effective and useful service, providing independent and impartial mediation and advice. The team does an amazing job ensuring that both the consumer and the practice feel heard, understood, and importantly, helped to find a very practical resolution to the complaint. Mediation is not about judgment or deciding who is right. It is about understanding each other’s perspective to be able to find an answer both can accept. We will soon be reporting on our 4th year in action, and look forward to sharing even more insight and useful information for all involved in optics.'