Complaints

We are committed to providing a high quality, professional service to everyone involved in the Scheme. To do this we understand that you will sometimes need tell us when we get things wrong.

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Complaint or appeal?

A complaint is not the same as an appeal - it cannot affect the result of your assessment or examination. 

You should make an appeal if you are concerned that something in the administration or the running of an assessment (at a Stage One or Stage Two visit) or an examination (OSCE) has had a negative impact on your performance. Find out more on appealing the result of your assessment or examination. Appeals must be made within 28 days of the assessment taking place, and that, as per our regulations, appeals cannot be made against examiner or assessor judgment. 

 

Supervision concerns

While the College cannot get involved with issues between an employee and their employer, such as contractual disputes, if you feel that you are not being supervised in accordance with College guidelines and GOC standards, we may be able to offer you some support. 

You must give your supervisor or employer the opportunity to investigate and respond to your concerns first. Approach your supervisor, practice manager or line manager initially. Depending on where you are employed, you may also be able to contact your employer or pre-registration coordinator to discuss your concerns. 

If you need further support on talking to your supervisor or employer, or to clarify what you can expect from your supervisor, your Stage One assessor or the College’s lead assessor or deputy lead assessor will be happy to talk with you. To contact the lead or deputy lead assessor, email lead.assessor@college-optometrists.org.

Complaints procedure

We treat any expression of dissatisfaction with the College’s handling of any part of the Scheme for Registration as a complaint. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service. We want to help you resolve your complaint as quickly as possible.

A trainee or supervisor who wishes to make a complaint about any aspect of the work-based assessment must submit it in writing to the lead assessor within 28 days of the event. The lead assessor will investigate and respond to the complainant as soon as possible. The lead assessor will have the right to contact the supervisor(s), assessor(s) and/or the store manager or director of the trainee’s work-based assessment placement in relation to the complaint. A complaint will not result in a reconsideration of the work-based assessment result.

All other complaints should be made in writing and addressed to the head of assessment.

Email your complaint to education.help@college-optometrists.org.

  • We will acknowledge receipt of your complaint within three working days. 
  • We will provide you with the name of someone at the College who will deal with your complaint, let you know how your complaint will be handled, and in what timeframe. 
  • Once we have acknowledged your complaint, we will aim to provide you with a full, helpful and honest response within 28 days. 
  • If you are unhappy with our response, we will let you know how you can take your complaint further.
  • If your complaint is urgent, or you would like to talk to someone before submitting a complaint in writing, then please call the education department on 020 7766 4354 to discuss this.

 

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