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Our Complaints Policy

Do You Have a Complaint?

If you wish to complain about our services or products, please let us know as soon as possible. Whether you are a patient receiving General Ophthalmic Services under the NHS or you are a private patient, we hope that most problems can be sorted out quickly and easily. The sooner you tell us about the problem, the quicker it can usually be resolved.

If your complaint is about a sight test or other professional service, you should tell us – verbally, electronically or in writing – within 12 months of the incident itself or 12 months of you becoming aware of the problem.

Please raise your concern with any of our staff or please contact: Jonathan Cohen, Zack Eye Clinic Ltd, 30C Warren Street, London W1T 5NF, info@zackseyes.co.uk, 020 7713 7713

You can be sure that we will treat your complaint in strict confidence. If you are complaining on behalf somebody else, we will need that person’s permission to respond to you.

If your complaint involves the provision of NHS services, you can complain to Camden and Islington NHS Area Team (020 3317 7102). They will tell you how they intend to deal with your complaint. The Area Team may deal with it itself or refer it to us, if you agree.

We will acknowledge receipt of your complaint within three working days; and, if you wish, we will explain to you in person how and when we will investigate and resolve the complaint. If the investigation takes longer than expected, we will keep you informed. Although we undertake to resolve complaints within six months, most complaints are dealt with much more quickly than that.

If your complaint is not about sight testing or other professional services but about spectacles or contact lenses only and we are not able to resolve it to your satisfaction, further help is available from: Optical Consumer Complaints Service, 6 Market Square, Bishop’s Stortford, Hertfordshire, CM23 3UZ, Telephone: 0844 800 5071

Please read the following for full details of our complaints policy procedure

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