Advice on how to effectively complain? Specsavers wrong.

LplateSaver

I don't have a lot of confidence and am being messed around by Specsavers, who are saying im not entitled to an optical voucher (I have a HC2 certificate) because I had a private (paid by employers) eye test 1.5 years ago.

This is despite The Optical Federation, The British Association of Dispensing Opticians and their own website confirming that if there is no change in perscription that a voucher can be issued where there are no 'serviceable glassses'. Ive had no glasses in years, they broke in 5 years ago and I couldn't affor to replace them, the optician during the 2003 test had the cheek to tell me I had no right to be walking around with no glasses when I am "that blind" but at the time didn't bother to inform me about the hc1 form.

How do I stand my ground to get my voucher for glasses? Should I print off the statements from their website and the Optical Federation? I rang the NHS but they would only confirm I'm right they wouldn't send an email or ring Specsavers.

And secondly advice on how to complain about the fact it's taken me over a week, 3 visits to specsavers and 4 phone calls to the NHS to get what Im entitled to. I think it's dreadful that these staff (I spoke to 4 different people in specsavers) aren't properly trained on a feature of their job - they happily treat NHS customers but give out incorrect advice. I personally don't think they should be allowed administer the scheme if they're not bothered to be properly trained on it, how many others who are entitled to help have they convinced otherwise :mad: Hopefully I will finally get my glasses when I go in today

Floss

Try your local Trading Standards.


Also, remember that all Specsavers are franchises, so do not necessarily have the knowledge that can come with a large chain/group mentality within the staff.

LplateSaver

I will try trading standards. The NHS must have complaints procedure for opticians administering the scheme with the wrong rules too seeing as its an NHS scheme? I'll try and find that.

Floss wrote: »

Also, remember that all Specsavers are franchises, so do not necessarily have the knowledge that can come with a large chain/group mentality within the staff.

Sorry I don't really understand what being a franchise has to do with it? Can you explain for me? I expect a place when I go in to have knowledge of the items/services they are selling/supplying regardless of it being a franchise or not. In fact they're not just saying "we don't know" which would be annoying but not bad. They're giving out complelty wrong information which like I said is affecting vulnerable people on low incomes.

LplateSaver

Anyway I'm saying that Im angry about the wait I still don't know if I'm going to get the glasses, they were very stubborn when I went in last - adamant that I had to find a perscription from 4 years ago and that it had to have changed more than 0.75, how do I reason with people who are playing with their own made up rules

kirtondm

They are correct

You are not entitled to an NHS test as you had one privately <2 years ago.

The NHS sight test application form specifically states date of last sight test now rather than date of last NHS sight test.

It is unfortunatly the NHS who frequently give out incorrect advice.

kirtondm

Specsavers are not franchisees by the way.

Head office retains the controlling stake in all of the branches

LplateSaver

kirtondm wrote: »

They are correct

You are not entitled to an NHS test as you had one privately <2 years ago.

The NHS sight test application form specifically states date of last sight test now rather than date of last NHS sight test.

It is unfortunatly the NHS who frequently give out incorrect advice.

I'm not asking for another test. Reread what I wrote -.- I'm asking for the voucher for glasses I am entitled to. Reread the guidelines.

LplateSaver

kirtondm wrote: »

Specsavers are not franchisees by the way.

Head office retains the controlling stake in all of the branches

Thanks, I did not know that. I will have to contact them too but at the minute I'm just worried about getting the glasses it's really affecting me at uni

nedmundo

If they won't help you, why not try a nice friendly independent practice?

tidus

You are entitled to be issued with an NHS voucher, based on the info you've posted.

The only reason to refuse would be either you have already used one within the last 2 years, which you haven't, or that you already have a serviceable accurate pair, which you don't.

The voucher should be issued using the last sight test result and glasses made.

That how I understand it anyway, I personally would issue the voucher. The trouble is there is little "official" guidance issued to Opticians about these situations, the NHS is terrible at this kind of thing. You'll find different people interpret the rules differently.

What I don't understand is why are you continuing to mess around with Specsavers. Get them to give you a copy of your last prescription and go elsewhere. Surely that's easier than trying to argue with them - they believe what they are telling you is correct.

LplateSaver

nedmundo wrote: »

If they won't help you, why not try a nice friendly independent practice?

Hi the problem is that I am not entitled to another test and only the branch that did the most recent test can issue the voucher, so I'm left in limbo. Trust me if I could avoid specsavers I would :rotfl: