Complaints Policy

We aim to provide the highest standard of eye care and customer service. If you are unhappy with any part of your experience, we encourage you to let us know so we can resolve the issue promptly.

1. How to Make a Complaint

You can make a complaint by contacting us via:

In writing:
Frances Liddle Independent Opticians

14 Westgate

Wetherby

LS22 6LL

Email:
fran@francesliddle.co.uk

Phone:
01937 583185

Please include:

• Your name and contact details

• Details of the issue

• Any relevant dates, products, or services involved

We treat all complaints confidentially.

2. Our Process

1. Acknowledgement
   We will acknowledge your complaint within 3 working days.

2. Investigation
   A senior member of our team will review the issue, speak to relevant staff, and gather necessary information.

3. Response
   We aim to provide a full response within 10 working days.
   If more time is needed, we will keep you updated.

4. Resolution
   We will do everything we can to resolve your complaint fairly and transparently.

3. If You Are Still Unhappy

If you remain dissatisfied after our internal process, you can contact the:

Optical Consumer Complaints Service (OCCS)
Email: enquiries@opticalcomplaints.co.uk
Website: www.opticalcomplaints.co.uk

The OCCS provides independent and impartial mediation for complaints about UK optical practices.

4. Professional Regulation

Our optometrists and dispensing opticians are regulated by the General Optical Council (GOC).
You can raise concerns directly with the GOC if it relates to professional conduct.