Our success is based on our reputation for patient care, quality of product and value for money. It is a reputation of which we are justifiably proud and strive to improve. In order that we do this we take all patient complaints extremely seriously and give our commitment that, in the unlikely event that you may have a complaint we will fully investigate and do our utmost to resolve any genuine complaint.

All our staff are chosen because, apart from the other attributes needed for the job, they have an over riding ambition to care for our patients in the best possible way. Naturally we are all human and a in people based profession such as optometry it is unavoidable that, from time to time, a patient will have a grievance. All our staff are encouraged to understand that receiving a complaint is an opportunity to excel by resolving the problem presented. It is part of our clinical governance objectives to learn and thereby improve our services to all our customers and feedback from our patients is an vital part of the process.

How to Complain

Escalation Procedure

In the unlikely event that this process does not meet with your satisfaction you are invited to make your complaint directly to the Group General Manager at the address shown below. The Group General Manager will guarantee to fully investigate the complaint including reviewing any clinical or other records and the complaints form completed in the original practice. This means that it may be necessary for the Group General Manager to complete his investigations and contact you. This will be done within 3 days.

In extremely unlikely event that you feel your problem remains unresolved you have the right to complain to either the Optical Consumer Complaints Service (service or product related complaints) or the General Optical Council (clinical complaints) at the addresses shown below.

If your complaint remains unresolved and is related to an incident involving National Health Service funding you have the right for your complaint to be reviewed by the NHS Commissioning Board. This must be done within 2 months of your complaint. They can be contacted by phone on 0300 311 22 33 or in writing at NHS Commissioning Board, PO Box16738, Redditch B97 9PT or by email at

Complaining On Behalf Of Others

Due to confidentiality of clinical data it is not possible for us to respond to third parties regarding a complaint without express written permission from the patient.

Useful Addresses

Robert Frith Services, Unit 17 Kingsmead Business Park, Gillingham, Dorset SP8 5FB

The Optical Consumer Complaints Service, OCCS, 6 Market Square, Bishops Stortford, Hertfordshire CM23 3UZ

The General Optical Council, 41, Harley Street, London, W1G 8DJ

NHS England, PO Box16738, Redditch B97 9PT or by email at

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