At Optical Express we strive to provide our patients with the best service possible, and your feedback allows us to address any concerns that you may have and improve our service. If you are unhappy with any part of our service please let us know.
How to complain
You can speak with a member of staff involved in your care. If you do this, we can try to resolve your complaint there and then.
If you do not want to speak to the staff involved in your care, you can ask to speak to the Clinic Manager. Alternatively, you can write to the Clinic Manager. You will find the Clinic Manager’s details on a poster displayed within the clinic or you can ask a member of staff for the details.
If you are still unhappy, or if you wish to escalate your complaint, the contact details are:
Clinical Services Optical Express
200 St Vincent Street
Tel: 0141 222 3933
To allow us to fully investigate your complaint, please include:
If you agree to someone making the complaint on your behalf, it is important that you know that we will need to ask for your permission for us to deal with that person.
If you would like advice on making a complaint you can contact your local Citizens Advice Bureau.
What happens after I have complained?
If you have spoken with a staff member involved in your care or the Clinic Manager, it is possible that they will be able to resolve your complaint straight away. However, they have require to make enquiries before they can respond to your complaint and if that is the case they will keep you updated on this.
If we cannot resolve your complaint at this stage, we may suggest that you escalate your complaint to our central team, or our Clinic staff may do this for you. Once escalated to our central team, your complaint will be acknowledged within three working days (Monday to Friday) either by letter or email.
We will investigate your complaint and will aim to reply to you within 20 working days. We may contact you for more information or to discuss your complaint during this time.
In some cases, we may need more time to investigate your complaint and reply to you. If that is the case, we will let you know and provide a timeframe within which you can expect to receive a response from us.
Staff involved in the investigation of your complaint may have access to your health records to enable them to fully investigate the matter. If you consent to someone complaining on your behalf you should be aware that your personal health information may be disclosed to that person.
If your complaint relates to your finance agreement
If your complaint relates to the finance linked to your purchase you can still let us know about this, but we will forward it on to your credit provider Novuna (previously Hitachi Capital). Novuna will acknowledge your complaint and investigate it thoroughly and issue their response within eight weeks.
If you are not satisfied with Novuna’s response to your complaint relating to the finance agreement, you may be able to refer the matter to the Financial Ombudsman Service. You must contact them within six months of the date of Novuna’s final response letter to you.
They can be contacted in the following ways:
Further details can be found on the Financial Ombudsman Service