An 8% increase in the number of enquiries has been revealed in the Optical Consumer Complaints Service (OCCS) 2019-2020 report.
The rise of 113 enquiries took the total number of cases referred to the OCCS to over 1600 in the period, which the body said marked growth in awareness of the service.
It noted that resolution rates of 98% have been consistent since its inception in 2014, with the number of resolved cases through mediation in 2019-2020 constant with last year.
Customer care-related complaints decreased by 15% year on year, while complaints concerning fees and charges increased by 32%, the report found.
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