How to Complain

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
Glasgow
G2 5SG
Email: clinicalservices@opticalexpress.com
Tel: 0141 222 3933

To allow us to fully investigate your complaint, please include: 

  • Your full name, address, date of birth and central identification number (if you have it); 
  • As much information as possible about what happened, when and who was involved; and 
  • How you would like us to resolve this matter.

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.

Confidentiality

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.

 

How to complain in England

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 the primary Health Authority or the Parliamentary and Health Service Ombudsman (PHSO). The contact details for the primary Health Authority are:

NHS England 
PO BOX 16738 
Redditch 
B97 9PT 
Email: England.contactus@nhs.net 
Tel: 0300 311 2233

 

The contact details for the PHSO are:

Parliamentary and Health Service Ombudsman 
Millbank Tower 
30 Millbank 
Westminster, London 
SW1P 4QP 
Tel : 0345 015 4033

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.

How to complain in Scotland

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 Scottish Public Services Ombudsman (SPSO). The contact details for the SPSO are:

Scottish Public Services Ombudsman
Freepost SPSO
(This is all you need to write on the envelope and you don't need to use a stamp)
Tel: 0800 377 7330

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 Healthcare Improvement Scotland, depending on the nature of your complaint. 

How to complain in Northern Ireland

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 Northern Ireland Public Services Ombudsman (NIPSO). The contact details for the NIPSO are:

Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place 
Belfast 
BT1 6HN 
Email: 
nipso@nipso.org.uk 

Tel:
 0800 34 34 24

 

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.

How to complain in Wales

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 Public Services Ombudsman for Wales (PSOW). The contact details for the PSOW are:

Public Services Ombudsman for Wales 
1 Ffordd yr Hen Gae
Pencoed 
CF35 5LJ 
Email: 
ask@ombudsman-wales.org.uk

Tel: 0300 790 0203

 

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 Healthcare Inspectorate Wales, depending on the nature of you complaint.