The College of Optometrists

Key points

  • You should deal with complaints in a sensitive and timely manner.
  • You must be candid when things go wrong.
  • You should not discriminate against a patient who has complained.
  • If you are an NHS contractor, you must have a complaints procedure that you make available to patients. You should extend this to private patients.
  • You should try to resolve complaints in practice.
  • You can use the services of the Optical Consumer Complaints Service (OCCS) to help resolve complaints.
  • You have responsibilities to provide information about complaints to outside agencies if requested.
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This Guidance does not change what you must do under the law.

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