OPTIQUE OPTICIANS SOUTHERN LTD COMPLAINT POLICY 2010
If you wish to complain about our services or products, please let us know as soon as possible. Whether you are a patient receiving General Ophthalmic Services under the NHS or you are a private patient, we hope that most problems can be sorted out quickly and easily. The sooner you tell us about the problem, the quicker it can usually be resolved.
If your complaint is about a NHS sight test or other NHS service, you should tell us – verbally, electronically or in writing – within 12 months of the incident itself or 12 months of you becoming aware of the problem.
Please raise your concern with any of our staff or please contact:
Mr Royston M Hampson FBDO (Hons) CL
Director of Optique Opticians Southern Ltd
Alternatively you can complain to the Primary Care Trust. They will tell you how they intend to deal with your complaint. The PCT may deal with it itself or refer it to us, if you agree.
We will acknowledge receipt of your complaint within three working days, and if you wish, we will explain in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that.
You can be sure that we treat your complaint in strict confidence. If you are complaining on behalf of somebody else, we will need that person’s permission to respond to you.
If your complaint is not about NHS sight testing or other NHS services but about other services provided by Optique Opticians and we are not able to resolve it to your satisfaction, further help is available from:
Optical Consumer Complaints Service, P.O. Box 219, Petersfield, Hampshire GU32 9BY, telephone 0844 800 5071
Optometrists and dispensing opticians are registered with the General Optical Council, 41 Harley Street, London W1G 8DJ, telephone 0207 580 3898
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Optique Opticians Southern Ltd
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