In most cases, complaints are easily dealt with within the practice and we would recommend in the first instance to talk to dispenser Julia Major as most problems we encounter are due to frame fitting or lens design problems. If appropriate she will then direct your complaints to the appropriate person for further investigation. 

We will always do our utmost to work with our patients to remedy any problems encountered and feel that this is best sorted in a friendly personal and confidential way

Should you feel that you wish to take a complaint further, more information on our complaints procedure can be found below

Do You Have a Complaint?

If you wish to complain about our services or products, please let us know as soon as possible. Whether you are a patient receiving General Ophthalmic Services under the NHS or you are a private patient, we hope that most problems can be sorted out quickly and easily. The sooner you tell us about the problem, the quicker it can usually be resolved.

If your complaint is about a NHS sight test or other NHS service, you should tell us - verbally, electronically or in writing - within 12 months of the incident itself or 12 months of you becoming aware of the problem.

Please raise your concern with any of our staff or please contact:

Julie Major at Shaylers Vision Centre, 25 West Street, Wareham, BH20 4JS

email reception@visiontherapy.co.uk or phone 01929 551965

We will acknowledge receipt of your complaint within three working days; and, if you wish, we will explain to you in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that.

You can be sure that we will treat your complaint in strict confidence. If you are complaining on behalf of somebody else, we will need that person’s permission to respond to you.

Alternatively you can complain to NHS England, PO Box 16738, Redditch, B97 9PT

Email address:england.contactus@nhs.net

By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

They will tell you how they intend to deal with your complaint. The Area Team may deal with it itself or refer it to us, if you agree.

In addition you can contact the Dorset Advocacy Service (whole of Dorset)

Unit 13-15, Jubilee Court, Paceycombe Way, Poundbury, DT1 3AE

Telephone: 0300 343 7000

Email: nhscomplaints@dorsetadvocacy.co.uk

Website: http://www.dorsetadvocacy.co.uk/page54.html

If your complaint is not about NHS sight testing or other NHS services but about spectacles and we are not able to resolve it to your satisfaction, further help is available from:

Optical Consumer Complaints Service

Market Square, Bishop's Stortford, Hertfordshire, CM23 3UZ

Telephone: 0844 800 5071

Website: http://www.opticalcomplaints.co.uk/