Making a complaint

How to make a complaint

We are committed to providing a high-quality ophthalmology service to all our patients and to provide excellent service.  When something goes wrong, we need you to tell us about it.  This will help us to improve our standards. Exeter Eye conforms to the Independent Sector Complaints Adjudication Service Code of Practice for resolving complaints.

We will apply the Independent Sector Complaints Adjudication Service Code of Practice to resolve all complaints we may receive.

If you have cause to complain you should raise the complaint directly with us in the first instance.

The Independent Sector Complaints Adjudication Service Code of Practice applies to any complaints made about the treatment or service in a subscriber hospital or clinic in accordance with the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014, Independent Health Care (Wales) Regulations 2011, the Regulation of Care (Scotland) Act 2001 for Scotland and Independent Healthcare Regulations (Northern Ireland) 2005.

The patient has the right to use the Independent Sector Complaints Adjudication Service if dissatisfied with the response from Exeter Eye and having exhausted the internal complaints process.

The Care Quality Commission (in England) (CQC). The CQC collects information about how registered service providers comply with the regulations and standards and takes action where any offences have been committed. CQC does not manage complaints made about the independent sector and does not provide an arbitration service.

The Healthcare Inspectorate Wales (HIW), the Health Inspectorate Scotland (HIS) and the Regulation and Quality Improvement Authority (RQIA) (Northern Ireland) regulate hospitals in their respective countries.

If you wish to complain about any of our services, please speak to a member of staff who will try to sort things out for you directly, or will put you in touch with someone who can help.

Alternatively, you can email us at or you can telephone our Registered Manager on 01392 699969.

You can also write directly to our Registered Manager:

Mr Peter Simcock
Registered Manager

Exeter Eye
Admiral House
Grenadier Road

All complaints will receive a written acknowledgement within 7 working days of the complaint and a written response within 20 working days or an explanation of why the response is taking longer.

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