Complaint Policy

At Blue Fin Vision® Eye Clinic, we are committed to providing exceptional eye care services and ensuring the highest level of patient satisfaction. We value your feedback and take all complaints seriously. This policy outlines our process for handling and resolving any concerns you may have.

How to Make a Complaint

If you are dissatisfied with any aspect of our service, please don’t hesitate to contact us. You can lodge a complaint through the following channels:

  • Telephone: 07704 225640
  • Email: enquiries@bluefinvision.com
  • In person: Speak to any member of our staff at the clinic you attended
  • Post: Write to us at the clinic address you attended (view list of locations)

When making a complaint, please provide:

  • Your full name and contact details
  • A detailed description of your concern
  • Any relevant dates and times
  • Names of staff members involved (if applicable)
  • Your desired outcome

Our Complaint Handling Process

  1. Acknowledgement: We will acknowledge your complaint within 2 working days of receipt.
  2. Investigation: Our dedicated complaints team will thoroughly investigate your concern, which may involve reviewing records, speaking with staff members, or requesting additional information from you.
  3. Resolution: We aim to resolve all complaints within 10 working days. If we require more time, we will keep you informed of our progress.
  4. Response: You will receive a written response detailing our findings and any actions taken to address your complaint.

Escalation Procedure

If you are not satisfied with the initial resolution, you may request an escalation of your complaint to our senior management team. They will review the case and provide a final decision within 10 working days.

Our Commitment

We are dedicated to:

  • Treating all complaints seriously and confidentially
  • Investigating thoroughly and impartially
  • Providing clear and concise responses
  • Using feedback to improve our services

Data Protection

All personal information related to complaints will be handled in accordance with the Data Protection Act 2018 and our privacy policy.

Continuous Improvement

We regularly review and analyse complaints to identify trends and areas for improvement in our services. Your feedback is invaluable in helping us enhance the quality of care we provide to all our patients.

Blue Fin Vision® is committed to maintaining the highest standards of eye care. We appreciate your trust in us and welcome any feedback that can help us serve you better.