Complaints Procedure
At Clarity Optical Group Ltd, we aim to provide a high standard of care to every patient.
If you are unhappy with any aspect of the care or service you have received, we want to hear from you. We take complaints seriously and will aim to address your concerns fairly, respectfully and as quickly as possible.
How to make a complaint
If you have a concern about your eye examination, spectacles or any other aspect of our service, you can contact us by telephone or email:
Phone: 0114 299 1421
Email: info@clarityopticalgroup.co.uk
Complaints may be made verbally, in writing or electronically. When contacting us, please provide your name, contact details and a brief description of your concern so that we can investigate it properly.
Our Complaints Manager is Saaliha Akhtar.
What happens after you complain?
Acknowledgement: We will acknowledge your complaint within 3 working days. Where appropriate, we will discuss your complaint with you and explain how we intend to investigate it.
Investigation: We will investigate your concerns fairly and thoroughly. This may include reviewing relevant records or speaking with members of our team involved in your care. We will keep you informed if further information or additional time is required.
Response: Once our investigation is complete, we will provide you with a response explaining how your complaint has been considered, the outcome of our investigation and any action we propose to take.
We aim to provide this response within 10 working days where possible. If we are unable to resolve your complaint within this timeframe, we will keep you informed of our progress.
If you remain dissatisfied
We will always try to resolve your concerns directly with you. However, if you remain dissatisfied following our final response, further independent support is available.
Optical Consumer Complaints Service (OCCS)
The OCCS provides a free and independent mediation service for optical consumers.
Website: www.opticalcomplaints.co.uk
Telephone: 01249 715310
NHS complaints
If your complaint relates to NHS General Ophthalmic Services (GOS) and remains unresolved, you may also contact the Parliamentary and Health Service Ombudsman (PHSO).
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033
Contact Us
Clarity Optical Group Ltd
Telephone: 0114 299 1421