About Us

Meet the Team

Jennie Jones

Head of OCCS

Jennie Jones 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

View my full biography here.

Richard Edwards


Richard 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 & Learning until he left to establish OPTOMiSE Consulting. Richard now holds a number of roles across the optical & healthcare sectors.

e: richardedwards@opticalcomplaints.co.uk

View my full biography here.

Jayne Kendrick-Jones

Senior Mediator

Jayne is part of the OCCS Senior Mediating 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

View my full biography here.

Sue Clark

Complaints Resolution Manager

Sue is a qualified Dispensing Optician with 30 years' of experience in both practice and public relations within the optical industry. She has provided high-level business consultancy to optical practices and other ambitious businesses. Sue provides day-to-day contact with consumers, practitioners and stakeholders.

e: sueclark@opticalcomplaints.co.uk

View my full biography here.

Dawn Slocombe

Complaints Resolution Manager

Dawn 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

View my full biography here.

Toni Taylor

Administration Assistant

Toni joined the OCCS in 2017 as an Administration Assistant. 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
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.'