What if I am not happy with the response that I receive to my complaint?
If you are not happy with the response that you receive, you can ask for your complaint to be independently reviewed within Optical Express. This review will normally be handled by the Clinical Services Director or the Patient Care Manager, depending on the nature of your complaint.
If an independent review has been carried out and you are still unhappy with the response, you can refer your complaint to an independent body.
If your complaint relates to NHS services that you have received at Optical Express, you can contact either Optical Express directly or your Integrated Care Board (ICB). The ICB contact details are different for each region in England. To find your ICB’s contact details go to the below website or speak to your Optical Express team who will be happy to help you find the correct ICB:
Please register your NHS complaint through your integrated Care Board (ICB)
www.nhs.uk/nhs-services/find-your-local-integrated-care-board/
If your complaint relates to NHS services that you have received at Optical Express, you can contact the Care Quality Commission. The contact details for the CQC are:
Care Quality Commission
City Gate
Gallow Gate
Newcastle Upon Tyne
NE1 4PA
Tel: 0300 0616 161
If your complaint relates to private services that you have received at Optical Express, you can contact the Optical Consumer Complaints Service (OCCS). The OCCS ask that you complete a complaint form which can be found on their website at www.opticalcomplaints.co.uk The contact details for the OCCS are:
Optical Consumer Complaints Service
6 Market Square
Bishop’s Stortford
Hertfordshire
CM23 3UZ
Email: enquiries@opticalcomplaints.co.uk
Tel: 0344 800 5071
You can also contact the General Medical Council, General Optical Council or the Care Quality Commission, depending on the nature of your complaint.