Complaints
We have set the highest possible standards for our service. Our Ultracare™ programme is designed to deliver the standard of care that complements our record of clinical excellence. As the specialists in correcting vision, we pride ourselves on our open, honest, ethical and transparent approach to our work.
If you have any concerns or questions after your treatment, please call our clinic advice line in the first instance on 0800 9888 237 (lines open Monday-Friday 8.00am-9.00pm; Saturday 9.00am-5.00pm; Sunday 10.00am-4.00pm).
If you have any comments or suggestions on how we may improve the quality of service to our patients, please let us know on comments@ultralase.com.
This will be fed back to both the Clinic Manager and Customer Services, who will take your feedback into account when reviewing our practices. You may wish to complete the Customer Satisfaction Survey form at your clinic at your four-week appointment. Completed forms are forwarded to the Clinic Manager in the first instance, and copies will be sent to Ultralase Head Office in Leeds.
If, for any reason, our service has not met your expectations, please contact your Clinic Manager who will do their utmost to resolve the situation to your satisfaction.
In the unlikely event that this course of action does not resolve the situation to your satisfaction, then at that point you may wish to contact our Customer Services Manager on customer.services@ultralase.com or in writing to Ultralase Limited, 3 The Embankment, Sovereign Street, Leeds LS1 4BJ.
Should the matter be of a clinical nature, we will make arrangements for you to see the lead optometrist in the clinic or the treating surgeon for a review. Matters that cannot be resolved by the clinic will be referred to Customer Services. We will respond to you within 3 working days with our intentions and will aim to resolve the complaint within 21 working days, in accordance with the regulations of the Government's Healthcare Commission, which regulates all laser eye clinics.
Where complaints are of a highly personal, sensitive or confidential nature, please e-mail our Chief Executive, Tony Veverka, on chief.executive@ultralase.com.
