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Complaints

If you would like to make any comments, suggestions or complaints about the service or product(s) you have received from Visioncall, please follow the guidelines below.

If you have a comment or suggestion, please contact us on freephone number 0845 050 1831 or email us at info@visioncall.co.uk

If you have a complaint, we operate a company complaints procedure as part of an NHS System for dealing with complaints, and our complaints procedure complies with the current national criteria. You are also reminded that we are part of the Optical Consumer Complaints Service (OCCS) which deals with complaints about non NHS matters.

How to complain

We are confident that most issues can be rectified quickly and as efficiently as possible and often at the time they arise and with the person concerned. If your issue cannot be sorted out in this way, and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most, a few weeks. This will enable us to establish the facts and respond to you as quickly as possible.

Complaints can be made verbally to any member of staff at your local branch or alternatively written complaints can be made and sent to either your local branch or for the attention of the Operations Director at our Head Office address below. Please be aware that we record the receipt of all complaints, verbal or written, and submit this information to our local Primary Care Trusts or Clinical Commissioning Group when requested to do so. We also monitor any complaints made internally, with a view to reducing potential causes of complaints at branch or company-wide level in the future.

What we will do

We will acknowledge your complaint within three working days. A full investigation into the complaint will be made in all cases. A response including full explanation will be with you within 14 days of receiving the complaint.

What to do if you are not satisfied

We hope that if you have a problem, you will firstly use our company complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and gives us an opportunity to improve. However, this does not affect your right to approach someone else if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You are entitled to raise a complaint with your local NHS Commissioning Board Area Team, or alternatively, you can write to either the Optical Consumer Complaints Service (OCCS) or if the complaint is about an Optometrist or Dispensing Optician, the General Optical Council; contact details can be found here.

Contacting us with a comment, suggestion or complaint

If you have a comment or suggestion, please contact us on freephone number 0845 050 1831 or email us at info@visioncall.co.uk

If you would like to make a complaint, please contact the Visioncall National Office in the first instance on the details below:

Contact Visioncall National Office
Cambuslang Investment Park
125 Cambuslang Road
Glasgow
G32 8NB

Tel: 0141 646 0654
Fax: 0141 646 0655
Email: headoffice@visioncall.co.uk

If you would like to take your complaint further, you can contact the Optical Consumer Complaints Service (OCCS) on:

Optical Consumer Complaints Service (OCCS)
2-8 Market Square
Bishops Stortford
Herts
CM23 3UZ

Tel: 0844 800 5071
Fax: 01279 712 584
Email: enquiries@opticalcomplaints.co.uk

If your complaints has not been resolved at this stage, you can contact the General Optical Council (GOC) on:

General Optical Council (GOC)
41 Harley Street
London
W1G 8DJ

Tel: 0207 580 3898
Fax: 0207 436 3525
Email: goc@optical.org

 
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