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Complaints Policy
Last updated: January 2026
M S Kalsi Opticians is committed to providing high-quality eye care and customer service. We welcome feedback and take complaints seriously, using them as an opportunity to improve our services.
How to Make a Complaint
If you are unhappy with any aspect of our service, products, or care, please contact us in the first instance so we can try to resolve the matter promptly.
Contact Details:
Practice Manager - Parvir Kalsi
📧 Email: mskalsiopticians@gmail.com
📞 Telephone: 02083999887
📍 Address: M S Kalsi Opticians, 24 Claremont Road, Surbiton, KT6 4QU
Our Complaints Process
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All complaints will be acknowledged and investigated fairly.
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We aim to respond to all complaints within 24–48 hours.
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Where further investigation is required, we will keep you informed of progress and expected timescales.
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Complaints will be handled confidentially and without prejudice to your future care.
If You Are Not Satisfied
If we are unable to resolve your complaint to your satisfaction, you may contact the appropriate external body depending on the nature of your complaint.
Optical Consumer Complaints Service (OCCS)
For unresolved complaints about optical services or products.
Website: https://www.opticalcomplaints.co.uk
General Optical Council (GOC)
If your concern relates to the fitness to practise of an optometrist or dispensing optician.
Website: https://www.optical.org
NHS Complaints (Where Applicable)
If your complaint relates to NHS-funded services, you may also contact:
NHS England
Website: https://www.england.nhs.uk/contact-us/complaint/
Data Protection Complaints
If your complaint relates specifically to how your personal data is handled, please refer to our Privacy Policy. You also have the right to complain to the Information Commissioner’s Office (ICO).
Commitment to Patients
Making a complaint will not affect your future care. We are committed to resolving concerns professionally, transparently, and fairly.