Reminder to Complete Annual NHS Complaints Submission
28 July 2025
A reminder to all practices to complete the annual NHS complaints submission for 2024/2025. It is a mandatory requirement to submit an annual return providing the number of written NHS complaints your optometry service has received.
The online submission portal has been reopened from Monday 21st July to Monday 18th August to allow those practices who have not submitted their declaration to do so.
GOS Complaints Briefing 2025 v2_0
Guidance on how to complete the complaints survey:
The survey will ask you to provide the detail of any written complaints received (which includes via email) within the financial year 2024/25. If for any reason you don’t know the number received, state “unknown”. If the service received no complaints within these dates, you MUST still complete the survey confirming “zero”.
- Your ODS code can be located via the NHS ODS portal : odsportal.digital.nhs.uk
- Use the “Next” and “Back” buttons to navigate through the survey. Using the “Back” button you can amend answers on previous screens
- Please check your answers carefully and ensure all questions are complete before pressing submit, as you cannot re-open to make changes once submitted
- There’s a “Reset” button at the bottom of each screen; clicking the button will only clear the answers on that screen, it will not reset the whole form
- You must press the “Submit” button at the end of the last page or the survey will not be recorded as complete
- Once submitted you will receive a confirmation email via the email/s provided in the survey, keep this confirmation for audit purposes
- If you do not receive an email confirmation, recheck you have pressed submit
- Once submitted, if you haven’t received a confirmation email within one day (check your junk folder) or you are having issues accessing the survey, email the NHSBSA team via pao@nhsbsa.nhs.uk.
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