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. 

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.'