Complain to Scrivens Opticians
UK opticians and hearing care chain
OpticiansContact emails
customercare@scrivens.com
Customer Service
How to complain to Scrivens Opticians, step by step
Complain to Scrivens Opticians in writing
Email customercare@scrivens.com. Say what went wrong, what you want back, and keep a copy.
Give them time to answer
There is no legal deadline for Scrivens Opticians to reply, so give one in writing: name a date, such as 14 days from now, and say what you will do next.
Escalate if they say no
Take it to the Optical Consumer Complaints Service (OCCS), free. It mediates rather than rules, so the small claims court is still there if that fails.
Common Scrivens Opticians complaints
Wrong or Uncomfortable Prescription
Glasses or lenses don’t match your prescription or cause headaches and eye strain
Faulty or Damaged Glasses
Frames or lenses arrive scratched, warped, or fail far too soon
Delayed or Lost Order
Glasses or contact lenses not ready or delivered on time
Negligent Eye Test
A missed condition or careless sight test - a matter for the GOC as well as a refund
Overcharged or Hidden Fees
Unexpected charges for coatings, thinner lenses, or add-ons you didn’t agree to
Refund or Return Refused
Shop won’t refund unsuitable or faulty glasses
Scrivens Opticians ombudsman & regulator routes
Which ombudsman handles Scrivens Opticians complaints?
Optical Consumer Complaints Service (OCCS). Once Scrivens Opticians’s own complaints process is exhausted, you can take your complaint there for free. Go to the ombudsman.
Can you complain to the General Optical Council about Scrivens Opticians?
Not for individual disputes: the General Optical Council sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to Scrivens Opticians directly first and keep written records, then escalate to the Optical Consumer Complaints Service (OCCS) if it stays unresolved or you receive a deadlock or final-response letter. You can still report Scrivens Opticians to the General Optical Council to flag systemic problems, but that will not get your own money back.
Laws that protect you
Consumer Rights Act 2015
Glasses, lenses, and contact lenses must be of satisfactory quality, fit for purpose, and as described. You can reject faulty items for a full refund within 30 days.
Supply of Goods and Services Act 1982
Eye tests, dispensing, and fittings must be carried out with reasonable care and skill.
Opticians Act 1989
You have a legal right to a copy of your prescription after a sight test, and you’re free to buy your glasses anywhere.
Consumer Contracts Regulations 2013
14-day cooling-off period for glasses or contact lenses bought online or over the phone (bespoke prescription lenses may lose this once made up).
Tips for Scrivens Opticians complaints
- You’re entitled to a copy of your prescription after a sight test, and you don’t have to buy your glasses from the optician who tested your eyes
- Faulty glasses can be rejected for a full refund within 30 days under the Consumer Rights Act
- Give the optician the chance to remake or adjust the glasses first, and keep every receipt and job number
- If a sight test was negligent or you’re worried about professional conduct, report the registrant to the General Optical Council
- Free, independent mediation is available from the Optical Consumer Complaints Service once you’ve complained to the store
If Scrivens Opticians doesn't respond
- 1
Store / Branch
No legal deadline: set yours in the letterRaise it with the branch that supplied your glasses or ran the test, and ask them to remake, adjust, or refund
- 2
Head Office Complaint
Put a formal complaint in writing to the chain’s customer care team, citing the Consumer Rights Act 2015 and the remedy you want
- 3
Optical Consumer Complaints Service
Free, independent mediation for optical goods and services once you’ve complained to the optician
Visit website - 4
General Optical Council
Report serious concerns about an optometrist or dispensing optician’s fitness to practise
Visit website - 5
Small Claims Court
File a claim for up to £10,000 via Money Claims Online if you’re left out of pocket
Visit website
Contact emails
customercare@scrivens.com
Customer Service
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Frequently asked questions
Tools & guides for your Scrivens Opticians complaint
Free calculators and explainers that strengthen the case you make to Scrivens Opticians.
- Consumer rights checkerFind the laws that back you up.
- Cooling-off period calculatorChanged your mind? You might still have time.
- Refund timeline checkerUnderstand your refund rights for faulty goods.
- Consumer rights cheat sheetGenerate a printable guide to your consumer rights.
- Am I entitled? Quick quiz60 seconds to know if you’ve got a case.
- Ombudsman finderBeing ignored? Here’s who to escalate to.
- CMA fines Wayfair, Appliances Direct, Gold's GymThe CMA fined Wayfair £4.8m, Appliances Direct £1.2m and Gold's Gym £45,000 on 14 October. What it means for refunds, fake timers and pre-ticked extras.
- Christmas order not delivered in time? Your rightsThe retailer, not the courier, must deliver. Under the Consumer Rights Act the default is 30 days, and an agreed date lets you cancel. How to get a refund before Christmas.
- Black Friday 2026: fake countdown timers and your rightsA High Court order now defines what a 'time-limited' deal means. How to spot fake timers and 'was' prices before Black Friday on 27 November, and how to get a refund.
- Owed a CMA refund? StubHub, Marks Electrical, the AAThe CMA publishes a live register of companies ordered to refund customers. Three are on it so far, £1.95m secured, and you don't have to lift a finger to get paid.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Other Opticians companies
Work at Scrivens Opticians? Reply to complaints here.
Don't let Scrivens Opticians ignore you
Read your Scrivens Opticians letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.
Free to draft • The letter is yours either way
Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Scrivens Opticians or any of the companies listed on this site. Where an address is marked verified, we read it on Scrivens Opticians’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Scrivens Opticians. This page is for informational purposes only and does not constitute legal advice.