Complaints
Complaints
Had a bump in your experience? We're here to smooth things over!
Complaints Procedure
At Sheinman Opticians, we are dedicated to providing the highest level of customer service and care. However, if you are not satisfied with any aspect of your experience with us, we want to hear from you so we can address your concerns promptly and effectively. Your feedback is essential to helping us continually improve our services.
How to Make a Complaint
1. Contact Us Directly
- If you have a complaint, please contact us as soon as possible. You can reach us by phone, email, or in person at our practice.
- Phone: +44 (0)1604 626 161
- Eyecare Email: eyecare@sheinman.com
- Audiology Email: audiology@sheinman.com
- Address: Sheinman Opticians, Turville House, 106-110 Abington Street,
Northampton, NN1 2BP, England
2. Submit a Formal Complaint
- For a more formal process, please submit your complaint in writing to our General Manager, detailing your concerns, and include your contact information so we can reach you.
- You can submit your complaint to our general manager via email at: eyecare@sheinman.com or by mailing it to the address provided above.
3. Interest Free Credit Complaints
You can make your complaint by contacting the V12 Customer Resolutions Team by email at complaints@v12finance.com or by logging onto your V12 Self-Service account and sending us a secure message.
You can also make your complaint in writing to us at the address below.
V12 Retail Finance
25-26 Neptune Court
Vanguard Way
Cardiff
CF24 5PJ
If you need to speak with someone via telephone, please call the V12 Customer Services team on T: 029 2046 8900.
What Happens Next?
1. Acknowledgment of Your Complaint:
- Upon receipt, we will acknowledge your complaint within business days and inform you of the steps we will take to investigate the matter.
2. Investigation:
- Our team will conduct a thorough investigation to understand the details of your complaint. We may contact you for additional information if necessary.
3. Resolution:
- We aim to resolve complaints as quickly as possible. We will update you regularly on the progress of our investigation and provide a resolution within 10 business days. If the process takes longer, we will inform you of the reason and provide a revised timeline.
Escalating Your Complaint
If you feel your complaint has not been resolved to your satisfaction, you have the right to escalate it. We can refer you to an independent optometry/audiology regulatory body for further assistance.
We appreciate your feedback and the opportunity to resolve any issues. Thank you for helping us to improve our services for all our clients.
See What Our Customers Say
Don’t just take our word for it, read our latest Trustpilot reviews. Write us a review today and be in with a chance to win £200.00 of high street shopping vouchers. Winners are drawn every 6 months!
