Whilst we always endeavour to ensure that you are pleased with all aspects of the service we offer, from time to time things can go wrong. In the unlikely event that this does happen, you should follow the procedure outlined below in order to get the issue resolved.
Stage One: Make a Complaint (local resolution) by phone call. If there is a clinical problem please try to speak to the Dispensing Optician involved. This may require you to visit the practice with the spectacles, or item purchased to be accessed. Depending on the issue we may need to book an appointment with one of our optometrists.
Stage Two: If the matter is not resolved please ensure where possible to make your complaint in writing within one month of the purchase date to the manager of the practice / Director Ms P Kotecha at the address below and explain your complaint to them.
Roger Pope Opticians
41 New Cavendish Street
If you are unable to complain yourself, then someone else, usually a relative or close friend, can complain for you. We will respond to you within 14 days.
We would typically expect complaints to be resolved within 21 days but within a maximum time frame of 3 months. If you are not satisfied with the outcome of local resolution you may take your complaint to independent review.
Stage Three: Independent Review
If you are still unhappy after the above procedure has been completed you can contact the Optical Consumer Complaints Service at:
Optical Consumer Complaints Service
6 Market Square
Phone: 0344 800 5071
General Optical Council
41 Harley Street
Phone: 020 7580 3898
The General Optical Council should be contacted in cases of unprofessional or unethical behaviour. Examples of such behaviour include neglecting patients, alcohol or drug abuse, or having a sexual relationship with a patient. You can also write to these organisations if the professional's performance is seriously deficient or they are incapable of doing their job due to physical or mental illness.