Guides › Faulty Goods and Refunds › Glasses or Contact Lenses Problem: Optical Complaints
Glasses or Contact Lenses Problem: Optical Complaints
If you have a problem with an optician, glasses or contact lenses, raise it with the practice in writing first; it should resolve complaints within 8 weeks. If not, the free Optical Consumer Complaints Service can mediate and help reach a fair solution, which may include a refund.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining
The Process
Raise your concerns with the practice first, in writing: say what happened, why you are unhappy and what you want. Guidance says the practice should resolve a complaint within 8 weeks. The OCCS is free for consumers and funded by the General Optical Council. It mediates (it does not make a judgment), aims to reach a solution within 45 days, and may help agree a refund. It cannot force either side. source
Your Rights
What Goods Must Be
Goods you buy from a business must be as described, of satisfactory quality and fit for their purpose (Consumer Rights Act 2015). Your contract is with the seller, not the manufacturer, so the seller is the one to complain to. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 8 weeksPractice resolves your complaintThen the OCCS
Steps to Take
Step 1 of 5
Go back to the practice and explain the problem.
Step 2 of 5
Put your complaint in writing. Our free letter templates can write it for you.
Step 3 of 5
Wait up to 8 weeks for a resolution.
Step 4 of 5
If not resolved, contact the OCCS.
Step 5 of 5
If you bought online, you also have your normal consumer rights.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Optician
Complain to the practice first.
Optical Consumer Complaints Service
Free mediation.
Good to Know
Small things that make your complaint stronger.
Ask for a copy of your prescription: you can buy glasses elsewhere.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- opticalcomplaints.co.uk/insights/faqs-consumers Checked 13 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026