Complaints Policy

Complaints Policy

The Eye Clinic by Sal and Jay Ltd

Our commitment

At The Eye Clinic by Sal and Jay Ltd, we aim to provide high-quality eye care and excellent customer service. We welcome feedback from patients, families, carers and representatives because it helps us improve our services.

If you are unhappy with any part of your experience, please tell us. This may include an eye examination, professional conduct, advice, spectacles, repairs, adjustments or any other aspect of our service. We will look into your concerns fairly and do our best to resolve them promptly.

How to make a complaint

You can contact us by:

  • Telephone: 02920882046

  • Email: office@theeyeclinicbysj.com

  • Post: 5 Bartlett Street, Caerphilly, CF831JS

  • Website contact form

If you are making a complaint on behalf of a patient, we may need the patient’s consent before we can discuss their personal information with you.

Appointed Complaints Manager

The appointed person responsible for complaints at The Eye Clinic by Sal and Jay Ltd is:

Mr Saleh Khan

He oversees the investigation and response to complaints and ensures that concerns are handled appropriately and confidentially.

What to include

To help us investigate your complaint, please provide:

  • Your name and contact details

  • The patient’s name, if different

  • The date of the appointment or purchase

  • A description of your concerns

  • Any relevant photographs or documents

  • What outcome you would like us to consider

What happens next

Acknowledgement
We will acknowledge your complaint within 3 working days.

Investigation
Mr Khan, or an appropriate member of the management team, will review and investigate your concerns. We may contact you if we need more information.

Response
We aim to send you a full response within 20 working days of receiving your complaint. If the investigation takes longer, we will update you and provide an expected timescale.

Complaints about spectacles

If your complaint concerns spectacles supplied by The Eye Clinic by Sal and Jay Ltd, such as their prescription, fit, comfort, quality, adaptation, repairs or adjustments, we will assess the issue. Where appropriate, we may offer a review appointment, adjustment, repair, replacement or further examination.

Complaints about clinical care

If your complaint concerns the professional eye care you received, we will review the circumstances carefully and, where appropriate, speak with the optometrist involved. We take clinical concerns seriously, with patient safety and quality of care as priorities.

If you remain dissatisfied

If you remain dissatisfied after receiving our final response, you may seek advice from the relevant professional regulator. The General Optical Council (GOC) regulates optical professionals in the United Kingdom.

Website: www.optical.org⁠

The GOC provides information about professional standards and concerns relating to registered optical professionals.

Learning from complaints

We record and review complaints to help us identify where our services can improve. We use feedback to support better patient care and customer service.

Confidentiality

We handle complaints confidentially and in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. We share personal information only where necessary to investigate and respond to a complaint.

Policy review

We review this policy regularly to ensure it remains effective and reflects current requirements.

Last reviewed: 23/10/2026