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 the Regulation and Quality Improvement Authority. The contact details for the RQIA are:
The Regulation and Quality Improvement Authority
First Floor, James House
2-4 Cromac Avenue
Belfast
BT7 2JA
Email: info@rqia.org.uk
Tel: 0289 536 1111
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 Regulation and Quality Improvement Authority (RQIA), depending on the nature of your complaint.