Complaints Procedure

We do everything possible to get things right but if there is something we need to improve, please tell us. We’ll learn from it and put it right. Speak to a member of staff at the time so they can put things right as soon as possible.

If you need to raise a concern or make a formal complaint, rest assured that we will take things very seriously. We will deal with your complaint professionally. We also regularly review all feedback to continuously improve your experience with us.

How to make a complaint

You can speak with a member of staff involved in your care at your local practice who can hopefully resolve your complaint immediately. Email and phone numbers for each location can be found here.

Alternatively, you can contact your LaserVision Registered Manager via email [email protected] or write to us: LaserVision Ltd, Prema, Compass Road, Cosham, Portsmouth PO6 4RP

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

• Your full name
• Your address
• Your date of birth
• The clinic you visited
• 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 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 made a complaint?

If you have spoken with a staff member involved in your care or the Registered Manager, hopefully your complaint can be resolved quickly and to your satisfaction. Otherwise, we will investigate your complaint and 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 making a complaint on your behalf, you should be aware that your personal health information may be disclosed to that person.

What if I’m not satisfied with the response to my complaint?

If you are not happy with the response, you can ask for your complaint to be independently reviewed within LaserVision. This review will normally be handled by the Business Director. Requests should be made in writing via email for the attention of the Business Director at [email protected]

This request will be acknowledged within three working days (Monday to Friday) either by letter or email. If an independent review has been carried out and you are still unhappy with the response, you can contact the Optical Consumer Complaints Service (OCCS). The OCCS ask that you complete a complaint form which can be found on their website.

You can also contact the General Optical Council or applicable healthcare regulator (Healthcare Improvement Scotland, Care Quality Commission, Healthcare Inspectorate Wales or Regulation and Quality Improvement Authority), depending on the nature of your complaint.

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details can be found on www.financial-ombudsman.org.uk.