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Ophthalmic payments online enquiries form

How can additional contacts/users be added to PCSE Online?

For instructions about adding, amending and deleting additional contacts on PCSE Online please click here.

What information will be required for me to make a submission?

To submit an enquiry via the online form you will need your ODS Code, which consists of 5 alpha numeric characters.

There is also the facility to look up your ODS code via the ODS Portal provided by NHS Digital.

Is the online form the only way I can contact PCSE for general ophthalmic queries?

The online form will provide the quickest possible response time to your query and we would encourage you to use it.

You can also contact our Customer Support Centre with queries on 0333 014 2884.The CSC opening hours are: 08.00 – 17.00 Monday to Friday.

You can also post documents to PCSE, PO Box 350, Darlington, DL1 9QN.

How do I submit an Ophthalmic query?

1. Navigate to the new Ophthalmic enquiry form
2. Click Yes, your enquiry relates to a transformed submission 
3. Choose the option from the drop-down list that best describes your query. It is important to select the correct option to ensure your query is directed to the appropriate team.

  • GOS payment Query
  • CET claim query
  • PRT claim query
  • Domiciliary visit query
  • Rejected claim query
  • Cancel claim request

4. Enter all the required details, and upload any documents, if relevant,  and click Next.

5. You can download the PDF copy of your query. Please check you have included all the relevant details in your query and use the Back button to make any changes. Click Submit.
6. A message will appear on screen to confirm your submission has been successful.
7. You will receive an email notification within 48 hours advising you of the case reference number for your query

8. A member of the ophthalmic team will contact you to follow up your query as soon as possible. Please note at busy times this may take up to 10 working days.

How do I make a follow up to my submission?

To make a follow up on your submission, navigate to the Ophthalmic follow up enquiry form

Please note, you will need the case reference number of your original enquiry which begins CAS-XXXX

Can I submit if I am not registered on PCSE online?

No. If you are not registered you can either ask the main contact to register you on the User Management section of PCSE Online or ask the main contact to raise the query instead.

What should I do if the main contact at my practice doesn’t confirm my details in the given timeframe?

If the main contact for your organisation does not confirm your details, you will receive an email explaining the case will be closed and no further action will be taken.

Please speak to the main contact at your organisation. They can either re-submit the query on your behalf, or they can register you as a contact at the organisation via the ‘User Management’ section of PCSE Online. Once you are registered as a contact, you can re-submit the enquiry.

If the main contact requires additional help or information they should visit our User management pages.

Why has my query been assigned to the main contact at the practice/organisation?

Your query may have been assigned to the main contact if you are not registered on PCSE Online.

The main contact at your practice/organisation is able to add or amend users in the User Management section of PCSE Online. For more information please visit our User Management pages

How do I access the online enquiry form?

The enquiry form is accessible on the Contact us page. Simply select the Ophthalmic Payments tile, then new Ophthalmic enquiry. The form will guide you to provide the information PCSE needs to process your query as swiftly as possible.

What should I do if I am having trouble making a submission?

Please check that the last name, e-mail address and ODS details you are entering are correct and correspond with the details we have registered for your practice. The Main User at your practice can check this through the ‘User Management’ section of PCSE Online.

Main contacts are able to amend/set up users which should then enable an online enquiry form to be submitted.

If you are still experiencing issues, please call the Customer Support Centre on 0333 014 2884.

What information is used to validate a submission?

For data security reasons, PCSE can only respond to queries from people at practices who have registered to use PCSE Online.     

Online registration enables PCSE to carry out the necessary identification and verification checks, and ensures we only respond to authorised contacts in your practice. 

In order for a form to be successfully submitted, the email and last name must be a registered against the practice details we hold on our system.

An online form submission may fail if this information doesn’t correspond and appropriate instructions will be sent via e-mail on how to validate a submission.

To amend/set up users, please request that the main contact registered at the organisation sets up access via PCSE Online.  

If your practice is already registered on PCSE Online, the main contact will be able to add or amend additional users in your practice. 

We would encourage you to check the named contacts that are currently included under your practice registration and update accordingly. If any member of staff has left the organisation or no longer requires access to PCSE Online, please ensure their access is deactivated. You can watch a short video on this process or read our user guide here (page 9). 

Will I get confirmation once my submission has been received?

Once you submit your online enquiry form, you will receive an acknowledgement email confirming your submission, along with a reference number which you can use to follow-up on your enquiry if needed. 

This is known as a case reference number or CAS number, and will follow a similar format to the example below:


Please note, your case reference number will be made up of alpha-numeric characters, but will always start with CAS.

Can I photograph my supporting documentation and send it as an attachment?

Yes, we will accept photographs of supporting documentation.

What internet browsers support the online form?

The internet browsers supported are:

  • Chrome
  • Firefox 
  • Opera 
  • Safari 

If you experience any issues using the above browsers, please ensure you have updated to the most current version of the browser

What is the maximum file size I can upload?

The maximum file size per attachment is 3.1MB. 

Which file type should I select to upload my documents in?

The online form supports these various types of uploads:

  • bmp
  • doc
  • docx
  • gif
  • jpg
  • pdf
  • png
  • rtf
  • tif
  • txt
  • xls
  • xlsx
  • ods
  • odt

However, the most frequently used file types which are recommended are PDF and Excel files.

Can I upload forms/documents via the online form?

Yes, if you select an option where there is a requirement to submit a form/document, you will be provided with the option to attach and upload a document as part of your submission.