Your comments or concerns

At Bupa care homes, we do everything we can to make sure our residents, their friends and families get the best possible service from us. An important part of this is listening to what you have to say – we want to hear from you!

Send us your comments

If you’ve got anything you’d like to tell us – comments, compliments, suggestions - use our online contact form. We want to hear from you so we can keep getting better and better.

Contact us – contact form

What to do if you’re unhappy

If you are unhappy about any aspect of our service, start by talking to the care home staff. It’s often the best way to clear up issues quickly.

How to make a formal complaint

If you don’t want to talk to the care home staff, or you have done so already and there’s still a problem, contact your local Bupa regional office:

in writing
by telephone
by completing the form online or in our ‘complaints’ leaflet

You’ll find addresses and telephone numbers on the back of the ‘complaints’ leaflet.

Download our ‘complaints’ leaflet

If you would like to request an Easy Read version of this leaflet, please email us using the link below.

Contact us

If you want to make a complaint outside normal office hours, call 0113 381 6293 and leave a message. We’ll call you back the next working day. Or you can register your complaint online though our ‘contact us’ form.

Contact us – contact form

What happens when we get a complaint

We’ll acknowledge your complaint within three working days of receipt.

We’ll carry out a full investigation and make every effort to contact you within 21 working days (14 days for Welsh homes). On the rare occasions when this isn’t possible, we’ll give you an update on progress made and explain the reason for the delay. We’ll also give you an idea of when the investigation will be completed.

What to do if you’re still not happy

If you’re not happy with the response you get, ask for an internal review by a member of the senior regional management team. You should ask for this within 28 working days of the date of the initial response to your complaint.

We’ll do everything we can to help resolve your complaint ourselves. In the event that we can’t, and we’ve tried all our internal processes, you can contact your region’s care home regulator or ombudsman. You’ll find contact details in our ‘complaints’ leaflet (see ‘How to make a formal complaint’ above) or under ‘More useful links’ below.

Help and guidance

We’re experts and we’re here to help you.

For help and guidance on aged care advice, call our contact centre at any time (we’re here 24 hours a day, 7 days a week) on 0800 011 44 04 or fill in our contact form.

Contact us – contact form