Complaints about optical services down year-on-year, while resolutions are on the up – the latest findings from the OCCS annual report, published today, 9th July 2025.
Complaints about optical services fell 4.4% last year while the number of resolved cases continued to grow, according to the 2024-25 Optical Consumer Complaints Service (OCCS) Annual Report.
In 2024-25, the OCCS received 1,679 enquiries of which 95% were within the remit of the OCCS. 86% of these cases were resolved – up from 85% the year before.
OCCS data from handled and mediated complaints highlights a number of key trends; a 70% increase in cataract related complaints (from 7-23 year on year), almost double the number of concerns about eye examinations, and a notable increase in diagnosis-related complaints (jumping from 25 last year to 48 this year).
There was also a significant uptick in complaints relating to online suppliers. Over the past two years, 75 complaints have been received...