Complaints – Optical Consumer Complaints Service (OCCS)
The OCCS is an independent mediation service for both patients and professionals. It is run by Nockolds solicitors and funded by the GOC. Although most complaints are resolved in the practice using the practices complaints policy, if the complaint cannot be resolved this way either the patient or practitioner can refer the complaint to the OCCS who will investigate. The service is impartial and each complaint considered fairly and efficiently. The OCCS team has considerable experience handling complaints and operating within a regulated sector and can offer guidance or the option to talk through the complaint.
‘At the Optical Consumer Complaints Service (OCCS) we appreciate that as professionals, you are committed to providing excellent care to your consumers and delivering a good service. Despite best efforts, complaints can and do arise, and we are here to support the optical professions to achieve a solution which will satisfy the consumer and minimise damage to your reputation.’