This page explains how to complain about NHS-funded General Ophthalmic Services provided by Provision Opticians. It covers NHS sight tests, clinical decisions made during an NHS eye examination, and the issuing or non-issuing of an NHS prescription or optical voucher.

You may complain either to Provision Opticians Opticians or to NHS South East London Integrated Care Board, but not to both at the same time.

What this procedure covers

Use this procedure for concerns about an NHS sight test, clinical advice or follow-up, an NHS prescription, or an NHS optical voucher.

Concerns about private eye examinations, spectacle purchases, repairs, frame adjustments, charges or refunds are handled through our normal customer service process. Please contact the practice and we will try to resolve the matter promptly. If your complaint relates to your spectacles or contact lenses you can contact OCCS at Optical Consumer Complaint Service, 6 Market Square, Bishop’s Stortford, Hertfordshire, CM23 3UZ or online: submit.opticalcomplaints.co.uk/SubmitComplaint

Who can complain?

You may complain about your own NHS care. A parent or legal guardian may complain for a child, and another person may complain on a patient’s behalf where consent or other lawful authority applies.

We may need written consent before discussing a patient’s care with someone else.

Time limit

Complaints should normally be made within 3 months of the incident, or within 3 months of when you first became aware of it. A later complaint may still be considered where there is a good reason for the delay and it remains possible to investigate fairly.

Complain to Provision Opticians

Please contact the Practice Manager:

Provision Opticians
204 Southwark Park Road
London
SE16 3RW

Online: use our contact form and state that your message is an NHS complaint.
Phone: 020 7237 8246

You may also make a complaint in person. A member of the team can help you explain or record your complaint if needed.

Please give your name, date of birth, contact details, what happened, when it happened and what you would like us to do.

Route two: complain to the NHS commissioning body

You may complain directly to the NHS commissioning body instead of Provision Opticians. The contact details are:

NHS South London Integrated Care Board (ICB), Head Office, 160 Tooley Street, London  SE1 2TZ

Email: contactus@selondonics.nhs.uk

Phone: 020 8176 5330

Choose this route if you prefer the NHS commissioning body to manage the complaint from the start.

What happens after you complain?

We will acknowledge a complaint made to Provision Opticians within 3 working days. We will then investigate the issues raised, which may involve reviewing records, speaking with relevant staff, and clarifying details with you.

Where possible, we aim to provide a written response within 20 working days. If the investigation is likely to take longer, we will explain the reason and keep you informed.

The response will summarise the complaint, explain what was considered, set out findings, and confirm any actions or learning where appropriate.

If you remain unhappy

If you are not satisfied with the final response, you may ask the Parliamentary and Health Service Ombudsman to review your complaint. The Ombudsman is independent of Actons Opticians and the NHS.

Visit the Parliamentary and Health Service Ombudsman website to use its complaint checker and find out how to submit a complaint. You can also call the helpline on 0345 015 4033.