Complaints Procedure for Patients

As eyecare professionals we are committed to providing excellent care to our customers, as well as delivering a quality service. In the event that you do have a complaint or concern about the service you have received from any of the staff working in a Haine & Smith practice, please let us know. We operate a practice complaints procedure that meets national criteria.

How to complain:

If you feel you have cause to complain, first contact the practice manager and explain the problem, we hope that most problems can be sorted out easily and quickly.

If you are not satisfied with the response to your complaint please contact our Commercial Manager, Giles Smith on 01672 513686. If you prefer to complain in writing please write to:

Haine & Smith Head Office
7-8 Salisbury Road Business Park

If, having contacted the practice manager and customer services, you are still unhappy with how your complaint has been handled you can get advice from the Citizens Advice Bureau or from Trading Standards.

If your complaint is about an NHS sight test or other NHS 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.

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

What we shall do:

We shall investigate your complaint and aim to:

  • Find out what happened and what went wrong
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again

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.

Further advice:

NHS patients alternatively can complain to Bath, Gloucestershire, Swindon & Wiltshire Local Area Team (or, Thames Valley Area Team if the complaint relates to Faringdon practice). 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.

If your complaint is not about NHS sight testing or other NHS 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