Complaint Form

Complaint Form

To make a complaint please complete our online complaint form.

Alternatively please download a copy of the complaint form and return it to us at your earliest convenience.

Write to the OCCS: Optical Consumer Complaint Service, 6 Market Square, Bishop’s Stortford, Hertfordshire, CM23 3UZ

If you have any questions please call us on 0344 800 5071. 

We can only mediate complaints which have already been raised with the optician. We are able to make exceptions where there are extenuating circumstances preventing a client from doing so please contact us if you need assistance.

If you would like information on how to complete the form or in another language, please contact Sue Clark.

The OCCS is currently able to receive complaint details in the following languages: 

  • Cantonese
  • Greek
  • Italian
  • Portuguese
  • Spanish
  • Welsh (coming soon)

At the present time, we are unable to conduct mediation in languages other than English, but will provide help in finding translation assistance. 

2016-17 has been an incredibly busy year for the OCCS. As practices become more aware of what we do, and consumers learn more about the service, we have seen an increase of 45% in complaint enquiries. There are over 22 million sight tests and eye examinations each year. The overwhelming majority of these are an efficient and positive experience for the consumer and the practice. The OCCS is here to help when a complaint arises and on the rare occasion, that the consumer’s concerns cannot be resolved. Just over half of the enquiries received concern complaints at an early stage and we encourage the consumer to raise their concerns with the practice. If matters cannot be resolved, we are here and I am incredibly proud of the OCCS team’s commitment and dedication to helping find a resolution for both parties. The 2016-17 OCCS Annual Report is now available and provides more information on the OCCS activity during 2016-17 and what we can learn from these complaints and enquiries going forward.