Complaints Policy

Introduction

Welcome to Betterview’s Complaints Policy. In this Policy we give details about how may file a formal complain with us. In this Policy we use “we” or “us” or “our” or “Betterview” to refer to our company whose details are set out below.

Our contact details

Name: Betterview Britain Limited
Address: 1 Ariel Way, London, England, W12 7SL
Phone Number: +442036959547
E-mail: [email protected]

How to raise a complaint

You may raise a complaint by contacting us using the contact details above.

To help us assess your complaint, please provide the following details to us:

1. Your full name and address.
2. Patient ID number, if you know it.
3. Full details of the nature of your complaint, together with information on what happened and when, together with any names of the personnel involved.
4. An explanation of how you would like to resolve the complaint.

Representatives

If you would like to have your complaint handled on your behalf by a third-party representative, please ensure that you provide us with signed a letter of authority permitting them to deal with your complaint on your behalf. This is important because we want to ensure that we have your permission to discuss your matter with them and to ensure that we keep your matter confidential and to comply with data protection laws.

Advice

Advice on making complaints can be obtained from your local authority Citizens Advice Bureau.

Process of Complaints

Once your complaint is received, we will conduct any preliminary checks to verify that your complaint has been made by you. Once completed, we will acknowledge receipt of your complaint within 5 working days. The team will then investigate your complaint and aim to reply to your complaint within 21 working days. In some cases, we may require further information from your or clarification. In this scenario we will contact you requesting further information. In other cases, we may need more time to reply to you, in which case we will let you know of any new or changes to existing timescales.

You can contact the Optical Consumer Complaints Service (OCCS).

You can also contact the General Optical Council or applicable healthcare regulator (Healthcare Improvement Scotland, Care Quality Commission, Healthcare Inspectorate Wales or Regulation and Quality Improvement Authority), depending on the nature of your complaint.

If your complaint relates to any procedure within the remit of the General Medical Council

If your complaint relates to an operation performed by a person regulated by the General Medical Council (GMC), such as an ophthalmologist or consultant ophthalmic surgeon, you may be able to refer the matter to the GMC. The GMC ask that you complete a form which can be found on their website.

For contact details of the GMC, please see below:

Telephone: 0161 923 6602
Email: [email protected]
Website: https://www.gmc-uk.org/
Address: General Medical Council, Regent's Place, 350 Euston Road, London NW1 3JN

What if your complaint concerns your finance agreement?

If your complaint concerns your finance agreement with Chrysalis Finance. You will need to complain directly to them using the details set out below. We will also forward your complaint to them.

Once you have submitted your complaint to Chrysalis Finance, they will have 10 days to reply to you.

If you are not satisfied with your complaint to Chrysalis, then you may be eligible to refer your complaint to the Finance Ombudsman Service:

• Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• 0800 023 4567
• [email protected]