About Us

Meet the Team

The OCCS Team comprises of two Resolution Managers, one clinical advisor and one Service Manager. They are either appointed on a:

  • Permanent basis after a rigorous recruitment process, and we invest in ongoing personal development and training
  • Consultancy basis which is governed by a consultancy agreement requiring impartiality, disclosure of interests and ongoing development.

Jennie Jones

Head of OCCS

Jennie joined the OCCS in 2016 and is the head of the Optical Consumer Complaints Service. She oversees the mediation process and provides a crucial link between the General Optical Council and stakeholders in the optical sector to ensure the trial is delivering an impartial, efficient and effective resolution service, meeting the needs of clients, optical professionals, practices and their representatives. 

e: jenniejones@opticalcomplaints.co.uk

Richard Edwards


Richard joined the OCCS in 2016. He qualified as an Optometrist in 1987 and spent the early years of his career in practice in the North East. Following a 26 year career with Boots where he led their work on professional development including their Pre Reg, CET, Leadership and Apprenticeship Programmes and was Director of Professional Services and Learning until he left to establish OPTOMiSE Consulting. Richard now holds a number of roles across the optical and healthcare sectors.

e: richardedwards@opticalcomplaints.co.uk

Jayne Kendrick-Jones

Senior Resolution Manager

Jayne is part of the OCCS Senior Resolution Team. Her experience at reviewing complaints and procedures, combined with over 10 years' complaints resolution experience are put to good use for consumers and practitioners by resolving the more complex complaints.

e: enquiries@opticalcomplaints.co.uk

Dawn Slocombe

Complaints Resolution Manager

Dawn joined the OCCS in 2016. She began working in optics in 1984 and has performed a variety of roles from receptionist, assistant manager, manager, and regional manager's assistant. As a regional manager's assistant she oversaw 25 branches, making sure they hit performance and budgets as well as recruiting staff and dealing with unresolved complaints, providing assistance to the manager when needed. In 2013 she returned to practice as an Optical Advisor where she dispensed all levels of spectacles.

Dawn is an OCCS resolution manager providing day to day contact with consumers and practitioners.
e: dawnslocombe@opticalcomplaints.co.uk

Kayleigh Turnbull

Complaints Resolution Manager

Kayleigh started her career in optics in 2011 as an Optical Consultant. During her seven years in practice, Kayleigh dispensed all levels of spectacles and progressed from Assistant Manager to Practice Manager positions. 

Within all these roles, Kayleigh was responsible for managing performance and budgets as well as recruitment and training, dealing with complaints and supporting directors and regional management. 

Kayleigh is an OCCS resolution manager providing day-to-day contact and advice to both consumers and practitioners.

e: kayleighturnbull@opticalcomplaints.co.uk

Toni Taylor

Mediation Services Manager

Toni joined the OCCS in 2017 and is a Mediation Services Manager. She supports each member of the OCCS Team as well as providing assistance to clients and practices regarding their enquiries.

e: tonitaylor@opticalcomplaints.co.uk

All members of the OCCS Team must declare any relevant conflict of interest to ensure they can demonstrate impartiality and neutrality. If there may be an actual or potential conflict of interest, the Team member will not be involved in the particular referral to the OCCS at any stage. 

All Team members undertaking complaint resolution are employed by the OCCS, or are engaged as self-employed consultants. 
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.'