Complaints Handling Policy

We are committed to providing a high-quality eyecare & eyewear to all our patients. When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. If you have a complaint, please contact us with the details. We have four weeks to consider your complaint.

What will happen next?

1. We will acknowledge receipt of your complaint within four days of receiving it.
    
2. We will then investigate your complaint. This will normally involve passing your complaint to a department manager, who will review your matter and speak to the member of staff who acted for you.
    
3. The department manager will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of acknowledging your complaint.
    
4. Within three days of the meeting, the department manager will write to you to confirm what took place and any solutions s/he has agreed with you.
    
5. If you do not want a meeting or it is not possible, the department manager will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of acknowledging your complaint. 
    
6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for an Owner of Complete EyeCare Optometry to review his/her own decision or appropriate alternative.
    
7. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.