Customer Complaints

At Optical Express we strive to provide our patients with the best service possible, and your feedback allows us to address any concerns that you may have and improve our service. If you are unhappy with any part of our service please let us know.

How to complain

You can speak with a member of staff involved in your care. If you do this, we can try to resolve your complaint there and then.

If you do not want to speak to the staff involved in your care, you can ask to speak to the Clinic Manager. Alternatively, you can write to the Clinic Manager. You will find the Clinic Manager’s details on a poster displayed within the clinic or you can ask a member of staff for the details.

If you are still unhappy, or if you wish to escalate your complaint, the contact details are:

Clinical Services Optical Express
200 St Vincent Street
Glasgow
G2 5SG
Email: clinicalservices@opticalexpress.com
Tel: 0141 222 3933

To allow us to fully investigate your complaint, please include: 

  • Your full name, address, date of birth and central identification number (if you have it); 
  • As much information as possible about what happened, when and who was involved; and 
  • How you would like us to resolve this matter.

If you agree to someone making the complaint on your behalf, it is important that you know that we will need to ask for your permission for us to deal with that person.

If you would like advice on making a complaint you can contact your local Citizens Advice Bureau.

What happens after I have complained?

If you have spoken with a staff member involved in your care or the Clinic Manager, it is possible that they will be able to resolve your complaint straight away. However, they have require to make enquiries before they can respond to your complaint and if that is the case they will keep you updated on this.

If we cannot resolve your complaint at this stage, we may suggest that you escalate your complaint to our central team, or our Clinic staff may do this for you. Once escalated to our central team, your complaint will be acknowledged within three working days (Monday to Friday) either by letter or email.

We will investigate your complaint and will aim to reply to you within 20 working days. We may contact you for more information or to discuss your complaint during this time.

In some cases, we may need more time to investigate your complaint and reply to you. If that is the case, we will let you know and provide a timeframe within which you can expect to receive a response from us.

Confidentiality

Staff involved in the investigation of your complaint may have access to your health records to enable them to fully investigate the matter. If you consent to someone complaining on your behalf you should be aware that your personal health information may be disclosed to that person.

What if I am not happy with the response that I receive to my complaint?

If you are not happy with the response that you receive, you can ask for your complaint to be independently reviewed within Optical Express. This review will normally be handled by the Clinical Services Director or the Patient Care Manager, depending on the nature of your complaint.

If an independent review has been carried out and you are still unhappy with the response, you can refer your complaint to an independent body.

If your complaint relates to services provided on behalf of the Health Service Executive (HSE), you may be able to complain to the HSE directly. The contact details for the HSE are:

Health Service Executive
Email:  hselive@hse.ie
Tel: 1850 24 1850

You can also contact the Irish Medical Council, depending on the nature of your complaint.