Complaints Procedure
At D&A we are passionate about customer service, however very occasionally we fail to meet our customers expectations. To help us to deliver consistently high service levels it is extremely important for us to be made aware if we ever fall short of customer expectations. We treat all complaints seriously.
Should you have a complaint:
Please contact the manager of the branch that you visited. All of our branch managers are empowered to resolve any customer concerns quickly and in the most appropriate manner possible.
Should the branch manager be unable to resolve the complaint to your satisfaction then, you should contact our Customer Care Team based at our Support Centre in Birmingham.
The role of the Customer Care Department is to act on behalf of the customer to help resolve any issues as quickly as possible and to the satisfaction of all concerned. The Customer Care Department can be contacted via:
By Phone: 0121 697 2434
By Email: contactus@danda.co.uk
By Post: Customer Care Department, Dollond & Aitchison, D&A Campus, Aston Cross Business Park, 50 Rocky Lane, Birmingham, B6 5RQ
Our intention:
We always strive to resolve complaints as soon as possible. We will acknowledge your complaint within three working days and aim to investigate your complaint within ten working days. In investigating your complaint we aim to:
record your complaint in writing
find out what happened and why;
where appropriate ensure you receive an apology;
resolve the issue and do what we can to make sure the problem doesn't happen again.
Complaining on behalf of someone else
Under the Data Protection Act, if you are complaining on behalf of someone else, we have to know that you have their permission to do so. A letter signed by the person concerned will be needed.
Optical Ombudsman
If you feel that both the branch manager and our Customer Care Department have not dealt with your complaint in an appropriate manner you can contact the OCCS at:
The Optical Consumers Complaints ServicePO Box 4685
London
SE1 8YH
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