Complaints

COMPLAINTS POLICY

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 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 we can work with you to resolve it.

If you wish to make a complaint you can inform of us of your complaint by telling 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:
Alison Drake
Telephone 029 20709526
Or in writing to this address:
107 Glebe Street
Penarth
CF64 1ED
Email – ali@osmonddrake.co.uk

If we are not able to resolve it to your satisfaction, further help is available from:
http://www.opticalcomplaints.co.uk/.

Optical Consumer Complaints Service
6 Market Square,
Bishop’s Stortford,
Hertfordshire,
CM23 3UZ
Telephone: 0344 800 5071

We will comply with any recommendations made by the Optical Consumer Complaints Service.
For Fitness to Practice or Illegal Practice in the Optical Sector:

The General Optical Council (GOC) regulate the individual professionals with the Optical Profession within the UK.

They have four core functions:

Setting standards for optical education and training, performance, and conduct. Approving qualifications leading to registration. 

Maintaining a register of individuals who are qualified and fit to practice, train or carry-on business as optometrists and dispensing opticians. 

Investigating and acting where registrants’ fitness to practice, train or carry-on business is impaired.

The General Optical Council (GOC) can also be contacted via – Telephone: 020 7580 3898 option 2 – Website: https://www.optical.org/.

For complaints in relation to the NHS, the Company will report complaints to the commissioner as per the terms of the contract for the service. This information will also be used within annual reports from the board.

In situations where a complaint develops into a serious incident – particularly when a patient becomes harmed or otherwise deemed at risk – the Company’s serious incident policy will be activated.