Start at stage 1. Move to the next stage if your problem isn’t sorted or you’re unhappy with the response.

Stage 1 - talk to a member of staff

If you feel comfortable doing so, it’s always best to mention your concern to the member of staff you are dealing with or their manager. They may be able to sort things out for you.

There are several options:

  • your optician may have a complaints procedure
  • the Optical Consumer Complaints Service is an independent and free mediation service funded by the General Optical Council
  • if your glasses are not as described or are faulty, you have rights under the Consumer Rights Act.
  • if you have eye-care paid for by the NHS, see the section about complaining to the CCG above.

NHS England handle concerns or complaints relating to directly commissioned services or services provided by NHS England. This includes primary care (GPs, dentists, pharmacists and optometrists).

A complaint can be made by:

0300 311 22 33

Please email “for the attention of the complaints team”

NHS England, PO Box 16738, Redditch, B97 9PT

In British Sign Language (BSL): BSL users can talk to us via a video call to a BSL interpreter.

The Parliamentary and Health Service Ombudsman makes final decisions on complaints that have not been resolved by the NHS in England and other public organisations.

0345 015 403

Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

The General Optical Council is the regulator for the optical professions in the UK. Their purpose is to protect the public by promoting high standards of education, performance and conduct amongst opticians.

They currently register around 30,000 optometrists, dispensing opticians, student opticians and optical businesses.

020 7580 3898

10 Old Bailey, London, EC4M 7NG

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