If something wasn't right, we want to know
Every visit matters to us. Whether you'd like to share a concern, a suggestion or a compliment, this page tells you exactly how to do it and what happens next.
Three easy ways to tell us
Choose whichever feels most comfortable. If you'd like a family member, carer or friend to contact us on your behalf, that's absolutely fine.
Call us
Often the quickest way. Ask for the manager and say you'd like to give feedback or raise a complaint.
0800 080 6095 Mon–Fri, 9am–5pmEmail us
Put "Feedback" or "Complaint" in the subject line so it reaches the right person straight away.
info@homesightonline.co.uk Include your name and phone numberWrite to us
If you prefer to put it in writing, post your letter to our office and we'll take it from there.
HomeSight, 261 Hale End Road,Woodford Green IG8 9NB Mark the envelope "Feedback"
What happens next
A clear process, so you always know where things stand.
We acknowledge your complaint within 3 working days
You'll hear from us by phone or in writing, whichever you prefer. We'll confirm what you've told us and let you know who is looking into it.
We look into it properly
The manager reviews your notes, speaks to the clinician who visited you, and gathers anything else needed to understand what happened. If we need more detail from you, we'll call at a time that suits you.
You get a full answer within 20 working days
We'll explain what we found, apologise where we got it wrong, and tell you what we're changing as a result. If it's taking longer, we'll keep you updated rather than leave you waiting in silence.
If you're still not satisfied
We'll always try to put things right ourselves first. If you feel we haven't, these independent bodies can help.
Private eye care: the Optical Consumer Complaints Service (OCCS)
The free, independent mediation service for complaints about opticians. Call 0344 800 5071 or visit opticalcomplaints.co.uk.
NHS-funded sight tests: NHS England
If your complaint is about an NHS-funded sight test, you can raise it with NHS England: call 0300 311 22 33 or email england.contactus@nhs.net.
Professional standards: GOC and HCPC
Our optometrists are registered with the General Optical Council and our hearing aid dispensers with the Health and Care Professions Council. Both accept concerns about a registrant's fitness to practise.
Did we do something well?
Compliments reach the exact clinician who visited you, and they mean a great deal. If you'd like other families to find us too, a short Google review is the kindest way to help.
Leave a Google reviewWe keep a record of all feedback and complaints and review them regularly to improve our service. For how we handle your personal information, see our Privacy & Terms page.