Customer Service

Complaints

We have set the highest possible standards for our service. 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 08000962070 (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 Support Manager, who will take your feedback into account when reviewing our practices. We would encourage you to complete the Customer Satisfaction Survey form that will be sent to you after your consultation and one month after your treatment.

If, for any reason, our service has not met your expectations, please contact your Clinic Manager at the clinic 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 you can contact our Customer Support Manager on customer.services@ultralase.com or in writing to Ultralase, 128 Finchley Road, London, NW3 5HT.

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 2 working days with our intentions and will aim to resolve the complaint as soon as possible, and within a maximum of 20 working days, in accordance with our complaints policy and recommendations of the Government regulatory body.