Open Mon to Fri 9am to 7pm  | Sat 9am to 5pm | Sun 10am to 4pm | By appointment only

01384 234 779

Complaints Policy

on call eyecare

Complaints Policy for Home Visiting Optometry Service

Effective Date: 03/12/23


At On Call Eyecare Ltd we are committed to providing high-quality home visiting optometry services. We understand that there may be occasions when you are not satisfied with our services. This Complaints Policy outlines our procedures for handling complaints and our commitment to resolving issues promptly and fairly.

  1. Definition of a Complaint: A complaint is defined as an expression of dissatisfaction, whether written or verbal, about the standard of service, actions, or lack of action by On Call Eyecare Ltd as a home visiting optometry service provider.
  2. How to Lodge a Complaint: a. Complaints can be submitted in writing to On Call Eyecare Ltd at 61 Trafalgar Road, Oldbury, West Midlands, B69 1RE. b. Complaints can also be submitted via email to complaints@oncalleyecare.co.uk. c. If preferred, complaints can be raised verbally by contacting 01384 234 779.
  3. Acknowledgment of Complaint: a. We will acknowledge receipt of your complaint within 7 working days. b. The acknowledgment will include a reference number for your complaint.
  4. Investigation and Resolution: a. We will conduct a thorough investigation into your complaint. b. Our aim is to resolve complaints as quickly as possible, and we will provide a final response within 4 weeks of receiving the complaint. c. If additional time is required for a more complex investigation, we will inform you of the reasons for the delay and provide an estimated timeframe for resolution.
  5. Final Response: a. The final response will outline the findings of the investigation and any actions taken or proposed to resolve the complaint. b. If you remain dissatisfied with our response, you have the right to escalate the complaint.
  6. Escalation: a. If you are not satisfied with our final response, you may escalate the complaint to an external body, such as the Optical Consumer Complaints Service (OCCS) or another relevant regulatory authority. b. Information about external bodies for escalation will be provided in our final response.
  7. Continuous Improvement: a. We view complaints as an opportunity to improve our services. b. Trends and patterns from complaints will be analysed to identify areas for improvement.
  8. Confidentiality: a. All complaints will be treated with the utmost confidentiality. b. Personal information will only be used for the purposes of addressing and resolving the complaint.
  9. Review of the Complaints Policy: a. This Complaints Policy will be reviewed regularly to ensure it remains effective and complies with relevant regulations. b. Any updates will be communicated on our website.
  10. Contact Information: If you have any questions or wish to raise a complaint, please contact us. See below.

By engaging our home visiting optometry services, you agree to comply with the terms outlined in this Complaints Policy.

Mailing Address:
On Call Eyecare Ltd
61 Trafalgar Road Oldbury
West Midlands
B691RE

Tel: 01384 234 779
Email: info@oncalleyecare.co.uk
Website: www.oncalleyecare.co.uk

03/12/23

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