Unhappy experience with Specsavers

[E853]

My elderly father visited Specsavers as instructed by the DVLA for his 3 yearly field test (he has glaucoma but this condition has been stable for years); my father is not computer literate and equates the field test equipment as a computer causing a lot of stress. The staff did not inform him he could wear his glasses for any part of the test. He was initially told that the optician would be unable to discuss the results as an algorithm was used by the DVLA and that would ultimately make the final decision. However, the optician then backtracked and told dad he only had a 50/50 chance of passing (this really did impact on my father's confidence)- they then took him into a another room with an eye test displayed on a screen and not displayed on a wall as in previous visits. The screen was at an odd distance and again, the staff member told dad following the test he only had a 50/50 chance to pass.

We received notification a week later that his licence had been revoked.

I phoned Specsavers to query aspects of the examination. I was told the second part of the test was to show if my father could read the dashboard! The screen was certainly further away than arms length.

I personally would never choose Specsavers for my own eyetest but I've heard that Specsavers have the contract with the DVLA so we have no choice. I also read that they use 2 different field test machines depend on which branch you visit - one machine being better than the other. I'm not sure how true this is but it would be a concern if true.

I looked at appealing but the DVLA website seems to state than you cannot appeal if glaucoma is the qualifying condition - does anyone know if it's true?

I am taking my father to another optician next week for a normal eye test which will include the field test as normal. If he passes it could I use this as evidence for an appeal?

The decision has had a huge effect on my dad's mental health - he is now basically housebound - the car has been his lifeline to meeting people and his independence.

I am loath to cancel his insurance and car tax if there is any chance we can appeal.

Any thoughts appreciated.

[Dorsetjohn]

I had a similar experience at a branch of Specsavers and lost m6 licence for 2 months before getting it back on appeal. You are doing the right thing get another test at a different branch, preferably at one that's DVLA approved, get your dad's consultant to give an up to date report on his condition, if he hasn't been seen in the last 6 months. Send all this to the DVLA, even so, I was only successful after emailing the DVLA glaucoma dedicated address (I will check this and get back to you). Also there are severa posts on the subject on this site if you search for them including my own

[Dorsetjohn in reply to Dorsetjohn]

I understand the DVLA glaucoma help line is now [e-mail]

[Bellamolly60 in reply to Dorsetjohn]

good advice always appeal and get a another opticain

[mrswaffle]

Have you or your father spoken to his consultant? I had a routine check up a couple of weeks ago and asked my specialist a question about the test. He said not to worry about the test as my eye sight exceeds the basic driving requirements. Now, if this is the case with your dad, he must surely have grounds for appeal?

[bobbybeech]

Don't give up! I was in the same position as your dad a couple of years ago. After receiving the bad news I went as soon as possible to my own optician and managed to do a test which he assured me would just about pass the DVLA requirements. I sent a copy of this off to the DVLA who then asked me to take another Specsavers test. I chose another branch which had a different machine from the first one. I felt sure I had failed. Eventually I had yet another letter from the DVLA asking me to go to an eye hospital about 100 miles away to take yet another test. This was in the time of Covid restrictions so I was reluctant but with the encouragement of friends I managed to get there. Amazingly, about six weeks after this trip I had the news that my licence had been renewed for another three years. Of course, everyone is different and I am probably more able to cope with the tests than your dad, but please don't give up yet.

[Transporterman]

The last twice I’ve been to Specsavers for my 3 yearly DVLA checks at two different branches. The first 3 years ago was a good experience & I left happy & confident, at the end of last year I attended another branch as the first one wasn’t an option I left worried & not to confident.I didn’t think much of the staff or the location of the test equipment which seemed to be in a cupboard with no door, there was a light & noise distraction. I did pass & have another 3 years before my next test.

[Dorsetjohn]

I understand the DVLA glaucoma help line is now [e-mail]

Further to my previous reply, if you search the glaucoma section of this site you will find many posts regarding the Specsavers variations in testing procedures, (this search can be difficult) . One of my main concerns was in the unsatisfactory test, the chin rest was not moved to one side and the machine set up for binocular test, but left in the central position and I had to rest my chin on the pointy bit in the middle, which means your head can wobble, also being in a cupboard in a busy corridor with not even a curtain drawn, didn't help.

Your dad should have had 3 tests with and without his glasses,if he wore them for driving and the eye test reading the letters should simulate reading a number plate at the required distance not the dashboard. So if he can remember any of the above being wrong and his consultant can support his competence to drive then appeal by getting intouch with the above email address, they rang me back almost immediately

[Dorsetjohn in reply to Dorsetjohn]

Also if I didn't say before get another test at a different Specsavers and if possible accompany your dad and monitor the points I raised

[Hula48]

Yes, had much the same experiences as quoted here, was off the road most of last year. No public transport where I am, widow living alone. Put a newly retired friend on my insurance to get around. Sent solicitor's letters, consultant's letters, finally MP's secretary hung on the phone over an hour, got licence back! Had to take test again, chose different branch, different machine, passed. Just about to write 1st Specsavers to tell them why I won't be going to them for my annual eye test and new specs! In fact went to non-Specsavers for spec's, very highly qualified. He confirmed that since my cataract op I am legal to drive even without specs at all, tho better with. But I was not at Specsavers 1. The tester there had started work with them just 2 hours before and I had heard him protesting he didn't know how to use the machine. Answer? Oh, just sit her down and switch it on! I will be interested to see their reply when I explain it in words of 1 syllable. It was a soul-destroying experience.

[Dorsetjohn]

Sorry on checking it out another thing I got wrong the glaucoma DVLA helpline no longer has the gls bit and is now just [e-mail] so I recommend emailing them and hopefully they will be a big help.

[Trish_GlaucomaUK Partner]

If your father normally wears his glasses for driving, he should have worn them when he took the Visual Field Test (VFT) at Specsavers.

The only time they would request he didn't use his glasses would be if the frames were too thick and they may interfere with the acknowledgement of the lights. You can also have up to 3 VFT's at the time of the appointment if they felt it was needed.

The acuity test is not so that you can see the dashboard as advised. It is to show if you reach the criteria to read a number plate at 20 metres.

Your father can make in informal appeal against the decision. He will need to make an appointment at an optician of his choosing and pay for the tests to be done again. Its a good idea to get copies of the test results from Specsavers to take along to the appointment. They should be able to supply your father with copies, otherwise you can email [e-mail] and request they send copies to your father. The optometrist can then look at both the new and old results and advise whether it is worth making an informal appeal or not.

If its worth appealing, send the copies of the new VFT along with a facing letter to the DVLA stating this is an informal appeal against their original decision to revoke the driving licence.