If a VSP member has a complaint/grievance regarding VSP and/or a VSP network provider, you may immediately call VSP Member Services at 800.877.7195, Monday through Saturday, 6:00 a.m. to 5:00 p.m. (Pacific Time). If a complaint is called in and not satisfactorily resolved within five (5) calendar days, you will receive a written acknowledgment letter and a written resolution letter within thirty (30) calendar days after receipt.
For written complaints, you may log on to vsp.com and complete the Member
Grievance/Complaint Form and send it to: VSP Complaints and Grievances, P.O. Box 2350, Sacramento, CA 95741. VSP will respond by mail to acknowledge receipt and/or provide the status of the complaint within five (5) business days. VSP will resolve your complaint within thirty (30) calendar days from the date of receipt and keep a copy of your complaint and the response on file for seven (7) years.
If the thirty (30) calendar day standard appeal process seriously threatens a covered person’s health or ability to function, the covered person can request an expedited, 24-hour, review of the complaint.
In accordance with State and Federal regulations, VSP will not discriminate against a member on the basis of filing a complaint or grievance.