Consumer contacts the OCCS to discuss the complaint

The OCCS will confirm with the consumer and discuss what has happened and what has been done to try and resolve the complaint so far

The OCCS will also review the complaint to ensure that it is appropriate for the complaint to be mediated by the OCCS

The consumer will need to provide a signed consent form to allow the optician to release their records and any personal information held

We will then speak to the optician and see if the complaint can be resolved immediately

If the complaint cannot be resolved within the practice, and we confirm the complaint does fall within the remit of the OCCS we will ask you to read and sign an Agreement to Mediate. This document confirms the practice and the OCCS have the consumer’s permission to discuss their complaint. The OCCS will make enquiries, which include obtaining copies of optical records

The OCCS will then review the information and ensure we have all the information needed for the mediation process to be effective.

At this stage, the OCCS will use mediation techniques to explore areas of agreement and disagreement, and help the parties to understand why the complaint has been made and how it can be resolved.

If an agreement can be reached, then this will be set out in writing for both parties, to confirm what has been agreed and the timeframe.

Senior Mediation Review

If the mediation concludes without a resolution, the complaint can be referred to a Senior Resolution Manager for a review. This review will consider if further mediation may be beneficial and how this may be approached. If a matter is referred to this phase of the process, a Senior Resolution Manager will make contact within 15 working days.