If something goes wrong.

What happens next

1. 01

   We acknowledge your complaint within three working days and tell you who is handling it.

2. 02

   We look into it, which may include talking to the people involved and reviewing your records with your consent.

3. 03

   We write to you within ten working days with what we found and what we will do. If it takes longer, we tell you why and when to expect our reply.

4. 04

   If you are not satisfied, you can ask for the complaint to be reviewed by Mr Julian Hartwell.

If we cannot put it right

You can take your concern to an independent body:

• Optical Consumer Complaints Service

  For complaints about opticians and optometrists in the UK

• General Optical Council

  For concerns about a registered optical professional

• NHS England

  For NHS-funded sight tests

Appointments and cancellations

Consultations may be changed with 48 hours’ notice. Surgery dates may be changed with seven days’ notice; later changes may incur theatre costs.