In focus: Complaint resolutions up but care issues persist

Resolving complaints between consumers and the optical sector is not always easy, but the Optical Consumer Complaints Service (OCCS) has improved on its resolution rate of 96% last year, reaching 97% for 2018-19.

March 31 marked five years since Nockolds Solicitors were appointed to deliver the OCCS. Its latest annual report for 2018-19, Beyond 2020 – Our Vision: Reflecting on five years and looking to the future, has highlighted some interesting trends within the optical industry as well as areas that need work.

When Nockolds took over in 2014-15, the OCCS was recording slightly over 600 complaints per year. Now, that has rocketed to 1,493. However, the OCCS previously forecasted ‘a levelling off of this increase’ as its awareness campaign that sought to publicise its work and the options available to practices and patients took effect.