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ADR Approved Bodies

Optical Consumer Complaints Service - OCCS

Optical Consumer Complaints Service - OCCS

A service for consumers wishing to resolve issues within the optical care profession who have exhausted the trader’s internal complaint system. This is a free service to consumers.

Contact details


6 Market Square
Bishop’s Stortford
CM23 3UZ
United Kingdom

Contact information

Email address: enquiries@opticalcomplaints.co.uk
Website: http://www.opticalcomplaints.co.uk
Phone: 0344 800 5071

Type or sector of disputes

The entity is competent for disputes in the following sectors

  • Health

  • Medical devices and other physical aids used by patients

  • Health services


The entity is competent for disputes against traders established in

  • United Kingdom



  • No fees have to be paid by the consumer

  • No fees have to be paid by the trader


The entity is handling the procedure in the following languages:

  • English

Average length of the procedure (in days or months)

  • The procedure has an average length of 45 days

Conduct of the procedure

  • The procedure is done: in writing, orally

  • The entity does not require the physical presence of the parties and/or of their representative

Outcome of the procedure

  • The procedure is non-binding

Grounds for refusal

  • The consumer did not attempt to contact the trader first to try and resolve the matter bilaterally

  • The dispute is frivolous or vexatious

  • The complaint is being or has previously been considered by another dispute resolution body or by a court

  • The consumer has not submitted the complaint to the dispute resolution body within the required time limit


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1 Sylvan Court Sylvan Way, Southfields Business Park, Basildon, Essex, SS15 6TH.
Company no. RC000879

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