OCCS reports “substantial” complaints rise
Mediated cases increased from 296 to 450 — a 54 per cent rise
The Optical Consumer Complaints Service (OCCS) has released its Annual Report for 2025–26, revealing a substantial rise in complaint volumes and a growing reliance on early resolution and mediation across the optical sector.
According to the report, complaints increased from 1,679 to 2,201 cases – a 31 per cent year-on-year rise.
Despite this growth, the nature of complaints “has remained broadly consistent, with issues relating to clinical care, communication, aftercare and costs continuing to dominate” – said the OCCS.
The report reveals:
- Mediated cases increased from 296 to 450 – a 54 per cent rise
- More than 55 per cent of General Optical Council (GOC) referrals were now directed at the earliest triage stage
- A total of 143 enquiries were redirected from the GOC, representing 23.3 per cent of all enquiries received
These findings reflect what the report describes as “a more proactive approach across the system, ensuring that lower-level concerns are resolved quickly, proportionately and closer to the point of care”.
Even with increased volumes, the OCCS was keen to highlight how it had improved its performance:
- Average resolution times reduced from 19.2 to 15.5 days
- Mediated cases reduced from 70.6 to 60.7 days
The report attributes this to additional resources and a continued focus on efficient, patient-centred resolution.
The report also identified two notable shifts:
- Complaints relating to costs and charges rose from four to seven per cent, which the OCCS said reflected “wider economic pressures”
- Cases involving online suppliers increased significantly, with many linked to providers without a GOC registrant
The OCCS said these trends pointed to “changing patient expectations and a more complex market landscape”.
It added that insights from complaints continued to underline the importance of:
- Clear communication
- Managing expectations throughout the patient journey
- Robust record keeping
Jennie Jones, head of Nockolds Resolution, said: “This year’s report reflects a system increasingly focused on resolving concerns at the earliest possible stage. While complaint volumes are rising, this also demonstrates growing trust in the OCCS and in mediation as a constructive way to resolve issues.
“For the profession, the message is clear: early engagement, clear communication and openness to resolution are key to maintaining confidence and avoiding escalation.”