Our success is built on a reputation for providing the highest quality products, services and customer care to all our clients. It is a reputation that we are proud of and work hard to improve. In order to do this, we make sure that we take any concerns you have about our products or services extremely seriously and will endeavour to resolve any complaints as quickly as possible.
If you are dissatisfied with any aspect of our service, we would encourage you to discuss this as soon as possible, with the member of staff concerned or the practice manager, as it is often easier to resolve problems at the time they arise.
If you wish to make a formal complaint, you can do this in person, by e-mail or in writing to Mr Timothy Lloyd or Mr David Lloyd.
Please send your complaint to Robert E. Lloyd Ltd, 310 Heathwood Road, Cardiff, CF14 4HT or via e-mail to firstname.lastname@example.org.
If your complaint is about an NHS sight test or other NHS service, your complaint can be accepted up to 12 months after you became aware of the problem but we would encourage you to let us know as soon as possible. If your complaint is about any other service or products we supply there is no time limit but we would again encourage you to raise your concern as soon as you become aware of it.
We will acknowledge receipt of complaints within three working days. We endeavour to resolve all complaints as quickly as possible and keep the complainant informed throughout the process. We undertake to resolve all complaints within six months but most are dealt with much more quickly than that.
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 written permission to respond to you.
In the unlikely event we are unable to resolve the matter to your satisfaction, depending on the nature of your complaint further advice is available from:
The Optical Consumer Complaints Service, 6 Market Square, CM23 3UZ
The General Optical Council, 10 Old Bailey, London, EC4M 7NG