OCCS reflects on mediation and the new normal

Effects of the cost of living crisis were a key factor in optical complaints over the last year, according to a new report. The Optical Complaints Consumer Service (OCCS) repeatedly found related issues in its 2022-2023 report, entitled Mediation and the New Normal.  

The OCCS said that despite clear challenges the report was ‘defined by a tone of optimism’, which can be seen by the 2% year-on-year decrease in complaint enquiries, from 1,734 in 2021-2022 to 1,707 received between April 1, 2022 and March 31, 2023.

Of those, 1,588 (93%) fell within the consumer complaints remit of the OCCS, with 124 enquiries being outside their remit, a 2% decrease from last year.