OCCS publishes latest report
Report published this month
Complaints about optical services fell by 4.4 per cent last year while resolutions increased – reveals the 2024-25 Annual Report of the Optical Consumer Complaints Service (OCCS).
In 2024-25, the OCCS received 1,679 enquiries of which 95 per cent were within the remit of the OCCS; 86 per cent of these cases were resolved – up from 85 per cent the year before.
OCCS data from handled and mediated complaints showed a 70 per cent increase in cataract related complaints (from seven to 23 year on year), almost double the number of concerns about eye examinations, and an increase in diagnosis-related complaints from 25 last year to 48 this year.
There was also an increase in complaints relating to online suppliers. Over the past two years, OCCS received 75 complaints relating to online suppliers and was unable to assist in 55 per cent of these because the businesses were not regulated, i.e. there was not a General Optical Council (GOC) registrant involved or the provider was based outside of the UK. In 2024-25, there were 36 cases, with 16 out of remit.
After a spike in complaints in 2023-24, issues around domiciliary healthcare dropped from 98 last year to 63 this year – still higher than pre-pandemic rates. The report also noted that 14 per cent of domiciliary healthcare complainants chose not to pursue, whereas the average for all other complaints was much lower (9.5 per cent). The OCCS said it was “monitoring this trend carefully”.
Despite the ongoing cost-of-living crisis, complaints around charges made up just 4.5 per cent of all enquiries.
Jennie Jones, head of the OCCS and partner at Nockolds Resolution, commented: “When we review the results in the context of a challenging landscape – where cost pressures are forcing many consumers to scrutinise their discretionary spend more carefully – the decrease in complaints received over the past 12 months is particularly positive. Add to this an increase in resolution rates this year, and you see the real impact of the service’s commitment to constructive dialogue, fair mediation, collaborative engagement with all parties involved, and also the experience of the team shining through.
“That expertise and compassionate handling of consumer concerns is also evident in increases in customer satisfaction with both the OCCS process and outcomes, and more than nine out of 10 people saying they would recommend us to others. We know we are delivering a valuable service to the optical services industry, helping resolve matters quickly and efficiently, whether that’s with a full mediation service or advice only to help resolve issues in practice,” Jennie added.
The OCCS works closely with the GOC. In 2024-25, the GOC referred 135 enquiries to the OCCS, while the service’s professionals delivered 75 CPD events to GOC members to help improve complaint handling and raise standards of customer communication.