Complaints Policy

At Clark Family Eyecare, we are committed to providing the highest standard of care and service. We welcome feedback, whether positive or negative, as it helps us to improve what we do. If you are unhappy with any aspect of your care or service, please let us know so we can resolve the matter promptly and fairly.

How to Make a Complaint

You can make a complaint in any of the following ways:

  • In person: speak to a member of our team.

  • By telephone: call us on 01775 821888.

  • In writing: address your letter to Miss Annica Clark - Practice Manager, Clark Family Eyecare, 20 Market Place, Donington, Spalding PE11 4ST.

  • By email: opticians.donington@clarkeyecare.co.uk

Our Procedure

  1. Acknowledgement

    • We will acknowledge your complaint within 3 working days of receiving it.

    • Where possible, we will try to resolve matters immediately.

  2. Investigation

    • Your complaint will be fully investigated by the Practice Manager (or another senior member of the team if appropriate).

    • We may contact you to clarify details or gather further information.

  3. Response

    • We aim to provide a written response within 10 working days of acknowledgement.

    • If more time is needed (e.g. to gather information from third parties), we will keep you informed and provide an updated timescale.

  4. Resolution

    • We will explain what has been found, outline any actions taken, and detail steps to prevent recurrence.

    • Where appropriate, we will offer an apology and a suitable remedy.

If You Are Not Satisfied

If you are not satisfied with our response, you can escalate your complaint to:

Optical Consumer Complaints Service (OCCS)
2 Woodbridge Street, London EC1R 0DG
Tel: 0344 800 5071
Email: enquiries@opticalcomplaints.co.uk
Website: www.opticalcomplaints.co.uk

The OCCS provides a free, impartial and confidential service to help resolve complaints about opticians.

Confidentiality

All complaints will be handled with sensitivity and in accordance with data protection regulations. Information will only be shared with those directly involved in resolving the issue.

Review

We regularly review complaints to identify trends and make improvements to our services.

Clark Family Eyecare
20 Market Place
Donington
Spalding
Lincs
PE11 4ST

01775 821888

Company Number: 07838592
VAT Number: 930 4275 42