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 Handling 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.
In exceptional circumstances, you can contact the complaints and feedback team at your local health board for advice. This should only be done if you feel unable to make direct contact with the practitioner or optometry practice that provided your NHS care. Health board contact details can be found on NHS Inform.
If you're unhappy with the response when you complain, as set out on mygov.scot you can then complain to the Scottish Public Services Ombudsman (SPSO).