Complaints about non-NHS eye care
If you're unhappy about non-NHS eye care (e.g. purchase or repair of glasses) that you've received from a community optometry practice (opticians), the first step is to speak to the practitioner or practice concerned. All practices have their own internal complaints procedure, and most concerns are normally resolved informally via this route.
If you and the practitioner or practice cannot resolve the complaint, either can refer the complaint to the Optical Consumer Complaints Service (OCCS). The OCCS is an independent and free mediation service for consumers (patients) of optical care and the professionals providing that care.
Complaints about NHS eye care
If you're unhappy about eye care that you've received from or on behalf of the NHS, you have a right to complain using the NHS complaints procedure. The Charter of Patient Rights and Responsibilities summarises what you're entitled to when you use NHS services and receive NHS care in Scotland. Further information on the Charter can be found on NHS Inform.
If the NHS service you received was from a community optometry practice, the first step is to speak to the practitioner or practice concerned. All practices have their own internal complaints procedure, and most concerns are normally resolved informally via this route.
To make a complaint using the NHS complaints procedure, contact the NHS Health Board in which the community optometry practice is located. Further information on how to do this can be found by searching ‘Making a complaint about the NHS’ on www.mygov.scot.