Complaints Procedure

In the unlikely event that you have any complaints as to our service or any of the goods and services supplied to you from our site, please contact us by:

E-mail:

sales@opticswarehouse.co.uk

We ensure we will complete the following steps:

1. We will acknowledge your complaint promptly.

2. We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time, we will send you an update.

3. We will endeavour to send a final response to you within 8 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time frame, we will write to you explaining why and advise you when you can expect a final response.

4. If you are dissatisfied with the final response you have received, or more than 8 weeks have passed since you submitted your complaint to Optics Warehouse and you haven’t received a final response, you can contact:

Your local trading standards office:

If you would like to contact your local authority trading standards service, please enter your postcode on the "Find my Council" page of the .gov web site to find a Trading Standards office near you.

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If your order was placed via Klarna you can speak to Klarna directly on the below details:

Postal address:
Klarna
8th Floor, 125 Kingsway
London
WC2B 6NH
United Kingdom

Local Rate: 0203 005 0833
Freephone: 0808 189 3333
COVID-19 related: 0203 005 0834

Opening hours:
Mon – Sat 9 am – 6 pm
Closed on public holidays.

Report unauthorised transaction: 0203 005 0837
Opening hours: 24/7 availability

If you are unhappy with how Optics Warehouse (Opticswarehouse LTD) and Klarna has dealt with your complaint please contact the below;

FCA

Financial Ombudsman Service: Address: Exchange Tower, Harbour Exchange Square, London E14 9SR Tel: 08000234567 Email: complaint.info@financial-ombudsman.org.uk

Website: https://www.financial-ombudsman.org.uk/ You must refer your complaint to the Financial Ombudsman Service within 6 months of the date of the final response.