Accessibility statement for bupa.co.uk
Last accessibility audit: 24 November 2025
Our latest accessibility update
Following our most recent audit by an independent third party, we’re still working hard to improve the accessibility and usability of our website. This will allow us to meet internationally recognised standards, including the W3C’s (World Wide Web Consortium’s) Web Content Accessibility Guidelines (WCAG) 2.2 (WCAG 2.2) “Double-A” (AA) rating as a minimum.
This accessibility statement applies to the entire bupa.co.uk website.
This website is run by Bupa. We want as many people as possible to be able to use our website. For example, that means you should be able to:
- change colours, contrast levels and fonts
- view the website in both portrait and landscape orientation on mobile
- navigate most of the website with keyboard only
- easily bypass repetitive menu links via a skip to content link on all pages
- listen to most of the website using screen readers such as NVDA and VoiceOver
- navigate most of the website using speech recognition software
We’ve also made our website’s text as simple to understand as we can.
AbilityNet has advice on making your device easier to use if you have a disability.
How accessible is our website?
We know some parts of our website are not fully accessible:
Some interactive elements may not be fully accessible to users relying on keyboard and assistive technologies
Some interactive elements are either missing accessible names or have inappropriate accessible names
There are some images that have an inappropriate or missing text alternative for assistive technology users
There are instances where resizing causes loss of content and functionality
A full listing of known issues with our web pages that may affect users with disabilities is available below under non-accessible content.
Feedback and contact information
If you need information on our website in a different format, such as accessible PDF, large print, easy read, audio recording or Braille, feel free to get in touch. We’ll consider your request and get back to you in two working days.
Write to us
Send your requests to:
Bupa Place
102 The Quays
Salford
M50 3SP
You can find more details on our contact us page.
Reporting accessibility problems with this website
We’re always looking to improve the accessibility of this website. If you find any problems that we haven’t listed on this page, or if you think we’re not meeting accessibility requirements, we’d love to hear from you.
Email us at [email protected] with your problem and tell us which page you were using when it happened.
Enforcement procedure
The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’).
If you’re not happy with how we respond to your complaint, you should contact the Equality Advisory and Support Service (EASS).
Technical information about our website's accessibility
Bupa is committed to making its websites accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.
Compliance status
This website is partially compliant with the Web Content Accessibility Guidelines version 2.2 AA standard, due to the non-compliances and exemptions listed below.
Non-compliance with the accessibility regulations
This section lists the key ways in which this website fails to meet the WCAG 2.2 success criteria. It includes all violations of A and AA success criteria and all issues that the testing found to be serious or critical.
It included minor issues only if they relate to a Level A criterion. The issues appear in numerical order of the applicable success criteria.
There are informative images and icons that have either missing or inappropriate text alternatives for assistive technology users
This fails the following WCAG 2.2 success criterion: 1.1.1.
There are functional images that have inappropriate text alternatives for assistive technology users
This fails the following WCAG 2.2 success criteria: 1.1.1.
There are decorative images that have redundant text alternatives
This fails the following WCAG 2.2 success criteria: 1.1.1.
Some links rely on colour alone to distinguish them from the body text
This fails the following WCAG 2.2 success criterion 1.4.1.
The colour scheme on the website does not provide sufficient contrast for some text and text on links against the background
This fails the following WCAG 2.2 success criterion 1.4.3.
There is some functional non-text content such as carousel buttons that does not provide sufficient contrast against the background
This fails the following WCAG 2.2 success criterion 1.4.11.
There are instances where resizing causes loss of content and functionality
This fails the following WCAG 2.2 success criterion 1.4.10.
Some text is displayed visually as a heading but is not marked up as such for assistive technology, while other text is marked up as a heading where it is not acting semantically as a heading
This fails the following WCAG 2.2 success criterion 1.3.1.
Some lists are not marked up semantically. There is also content where list semantics are used inappropriately
This fails the following WCAG 2.2 success criterion 1.3.1.
There are visual tabular elements that do not use the appropriate table header semantics
This fails the following WCAG 2.2 success criterion 1.3.1.
There are presentational tables that are exposed to assistive technology
This fails the following WCAG 2.2 success criterion 1.3.1.
Some interactive elements do not receive keyboard focus
This fails the following WCAG 2.2 success criterion 2.1.1.
There are instances where screen reader focus becomes trapped
This fails the following WCAG 2.2 success criterion 2.1.2.
There are instances where keyboard focus order is illogical. Some off-screen interactive elements receive focus inappropriately
This fails the following WCAG 2.2 success criterion 2.4.3.
There are elements where, once closed, the screen reader cursor does not correctly return to the triggering button
This fails the following WCAG 2.2 success criterion 2.4.3.
Some components such as select only combo boxes do not have permanent labels
This fails the following WCAG 2.2 success criterion 3.3.2.
Some interactive controls such as input form fields rely on placeholder for accessible name
This fails the following WCAG 2.2 success criterion 4.1.2.
There are some elements such as navigation links that, when triggered by mouse hover or keyboard focus, cannot be dismissed
This fails the following WCAG 2.2 success criterion 1.4.13.
There are elements that use dragging functionality, but do not have a single pointer mode of operation
This fails the following WCAG 2.2 success criterion 2.5.7.
Some interactive elements are either missing accessible names and roles or have inappropriate accessible names and roles
This fails the following WCAG 2.2 success criterion 4.1.2.
The state of some controls, such as the current page, disabled state of pagination link, menus expandable state and selected state of buttons is not made clear
This fails the following WCAG 2.2 success criterion 4.1.2.
There are custom ARIA components that do not use the appropriate semantics
This fails the following WCAG 2.2 success criterion 4.1.2.
The semantics of some components such as headings are overridden with button semantics
This fails the following WCAG 2.2 success criterion 4.1.2.
Some content that is dynamically updated, such as search results, is not communicated to assistive technology
This fails the following WCAG 2.2 success criterion 4.1.3.
Content not within the scope of accessibility regulations
Some of our PDF and Word documents are essential to providing our services. For example, they may include information about health and wellbeing policies.
The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing Bupa services.
Any new PDF or Word document we publish will meet accessibility standards. Before publishing, we will also check if an alternative format is necessary, as advised by GDS.
What we’re doing to improve accessibility
We’re continually working to improve the accessibility of our website.
We are learning from the audits that we carry out and hold accessibility training, so that we can use our improved knowledge to new digital assets and updates
Delivering inclusive experiences for everyone
As part of our global Be You at Bupa Accessibility Commitments, we have strengthened our promise to provide inclusive environments and experiences for all customers and colleagues. These commitments guide our transition to WCAG 2.2 compliance and include:
Being accessible by design: All new and updated digital products and content will be created to comply with WCAG 2.2 Level AA and follow our Bupa wide accessible communications guidelines.
Innovating to provide inclusive digital experiences: We are enhancing our platforms to ensure they offer accessible health and wellbeing resources and meet the diverse needs of the people we serve.
Removing barriers for users with disabilities: We are embedding accessibility best practice across teams, processes, and ways of working, ensuring that accessibility is considered from design through to delivery.
Making it easy to access health and wellbeing support: We are committed to ensuring all users can confidently access our services and information.
These actions form the foundation of our ongoing roadmap toward full WCAG 2.2 Level AA conformance across Bupa’s digital estate.
Preparation of this accessibility statement
This statement was prepared on 5th March 2026. It was last reviewed on 12 December 2025
We chose the pages to audit on the basis of the following user journeys:
- Header - https://www.bupa.co.uk
- Footer - https://www.bupa.co.uk
- Homepage - https://www.bupa.co.uk
- Care homes - https://www.bupa.co.uk/care-services
- Care home costs - https://www.bupa.co.uk/care-services/care-home-costs
- Care homes- Mount Hall Care Home - https://www.bupa.co.uk/care-services/care-homes/mount-hall-macclesfield
- Compare health assessments - https://www.bupa.co.uk/health/health-assessments/compare-health-assessments
- Our Centres - City - https://www.bupa.co.uk/health/health-assessments/our-centres/basinghall
- Compare cover options - https://www.bupa.co.uk/health/health-insurance/compare-cover-options
- Member support - https://www.bupa.co.uk/health/health-insurance/member-support
- Member support - Transcript modal - https://www.bupa.co.uk/health/health-insurance/member-support
- Health horizons - https://www.bupa.co.uk/business/health-horizons
- Corporate health insurance (over 250 employees) - https://www.bupa.co.uk/business/corporate-healthcare/products-and-services/corporate-health-insurance
- Health information - https://www.bupa.co.uk/health-information
- Healthy me - https://www.bupa.co.uk/health-information/health-blog
- Haemorrhoids - https://www.bupa.co.uk/health-information/digestive-gut-health/haemorrhoids
- Waking and stretching - https://www.bupa.co.uk/newsroom/ourviews/waking-up-stretching
- Bupa Dental Care Princes Risborough - https://www.bupa.co.uk/dental/dental-care/practices/princes-risborough
- Bupa smile plan - https://www.bupa.co.uk/dental/dental-care/ways-to-pay/bupa-smile-plan
- Intermediary dental resource centre - https://www.bupa.co.uk/intermediaries/intermediary-dental-resource-centre
- Search results - https://www.bupa.co.uk/searchresult?q=%7Bknee%20pain%7D
- Contact us - https://www.bupa.co.uk/contact-us
- Accessibility - https://www.bupa.co.uk/accessibility
The audit used the Web Content Accessibility Guidelines V2.2, levels A and AA, to determine how accessible the selected pages are.
Copyright and licence information
You can view our licence or write to the Information Policy Team:
Information Policy Team
The National Archives
London
TW9 4DU
You can also email the team at [email protected].
