Complaints Policy

Complaints Policy

Healthline Optical is committed to providing a high level service to our customers. If you do not receive satisfaction from us we need you to tell us about it. This will help us to improve our standards.

Complaints Procedure

If you have a complaint, please contact Mr Chip Lewis, Director. You can write to him at: Suite 219, Fort Dunlop, Fort Parkway, Birmingham, B24 9FD.

Next steps;

• We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 3-5 days of us receiving your complaint.
• We will record your complaint in our central register within a day of having received it.
• We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 3 days of your reply.
• We will then start to investigate your complaint. This will normally involve the following steps;
  • We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
  • We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them. This will take up to 4 days from receiving their reply.
• Mr Chip Lewis will then invite you to speak/meet with them to discuss and hopefully resolve your complaint. They will do this within 5 days of the end of our investigation.
• Within 2 days of the meeting we will write to you to confirm what took place and any solutions we have agreed with you.
• If you do not want a meeting/conversation or it is not possible, Mr Chip Lewis will send you a detailed reply to your complaint. This will include their suggestions for resolving the matter. They will do this within 5 days of completing her investigation.
• At this stage, if you are still not satisfied you can write to the REC, our trade association of which we are a member marked for the attention of the Professional Standards Team, R.E.C. 15 Welbeck Street, London W1G 9XT.
• If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Enterprise & Regulatory Reform.

If we have to change any of the time scales above, we will let you know and explain why.