Complaints

We are extremely proud of the service that we offer our customers. However, we recognise that sometimes things can go wrong.

This page provides information about how to make a complaint in relation to the insurance products and services provided by Bupa. By following this procedure we can make sure your concerns are dealt with as quickly and effectively as possible.

Our procedure

If Bupa, or any representative of Bupa, did not sell you this policy and your complaint is about the sale of your policy, please contact the party who sold the policy. Their details can be found on the status disclosure document or the terms of business document they provided to you.

If you’re a member of a company or corporate scheme please call your dedicated Bupa helpline, this will be detailed on your Membership Certificate.

For any other complaint, you can contact us in several ways.

Useful phone numbers

^ We may record or monitor our calls

In writing: Customer Relations, Bupa, Bupa Place, 102 The Quays, Salford M50 3SP

By email: customerrelations@bupa.com

Please be aware that information you send to this email address may not be secure unless you send us your email through Egress Switch*.

[*For more information and to sign up for a free Egress Switch account, go to https://switch.egress.com/ui/learn. You will not be charged for sending secure emails to a Bupa email address using the Switch service.]

^{^}We may record or monitor our calls.

How will we deal with your complaint and how long is this likely to take?

If we can resolve your complaint within three working days after the day you made your complaint, we’ll write to you to confirm this. Where we’re unable to resolve your complaint within this time, we’ll promptly write to you to acknowledge receipt. We’ll then continue to investigate your complaint and aim to send you our final written decision within four weeks from the day of receipt. If we’re unable to resolve your complaint within four weeks following receipt, we’ll write to you to confirm that we’re still investigating it.

Within eight weeks of receiving your complaint we’ll either send you a final written decision explaining the results of our investigation or we’ll send you a letter advising that we have been unable to reach a decision at this time.

If you remain unhappy with our response, or after eight weeks you don’t wish to wait for us to complete our review, you may refer your complaint to the Financial Ombudsman Service. You can write to them at: Exchange Tower, London E14 9GE or contact them via email at complaint.info@financial-ombudsman.org.uk. You can also call them on 0800 023 4567 (calls to this number are now free on mobile phones and landlines) or 0300 123 9 123 (free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02).

For more information you can visit the financial ombudsman website.

If you refer your complaint to the Financial Ombudsman Service, they’ll ask for your permission to access information about you and your complaint. We’ll only give them what’s necessary to investigate your complaint and this may include medical information. If you’re concerned about this, please contact us.

Your complaint will be dealt with confidentially and will not affect how we treat you in the future.

Whilst we are bound by the decision of the Financial Ombudsman Service, you’re not.

The European Commission also provides an online dispute resolution (ODR) platform which allows consumers who purchase online to submit complaints through a central site which forwards the complaint to the relevant Alternative Dispute Resolution (ADR) scheme. For Bupa, complaints will be forwarded to the Financial Ombudsman Service and you can refer complaints directly to them using the details above. For more information about ODR please visit ec.europa website.

For customers who need it, we can offer a choice of Braille, large print or audio for correspondence and marketing literature. Please get in touch to let us know which you’d prefer.

The Financial Services Compensation Scheme (FSCS)

In the unlikely event that we can’t meet our financial obligations, you may be entitled to compensation from the Financial Services Compensation Scheme. This will depend on the type of business and the circumstances of your claim.

The FSCS may arrange to transfer your policy to another insurer, provide a new policy or, where appropriate, provide compensation. Further information about compensation scheme arrangements is available from the FSCS on 0800 678 1100 or 020 7741 4100 or on the FSCS website.

What Bupa does with complaints information?

Bupa takes customer service extremely seriously. We work hard to make sure that things don’t go wrong in the first place and to resolve issues quickly when they arise. Although we strive to minimise the number of complaints we receive, they do highlight areas where we need to improve. By listening to our customers, we can continue to enhance the services we offer. We regularly review complaints data to improve the quality of our service and products.

Regulation guidelines

Bupa is regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority (PRA) and we follow their guidance to ensure we handle complaints in a fair and independent way. This includes following certain timescales to respond to and resolve your complaint, which means we have up to eight weeks from when we receive your complaint to fully investigate it and provide you with a final response in writing.

Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Bupa Insurance Services Limited is authorised and regulated by the Financial Conduct Authority.

Bupa Health Clinics

If your complaint is related to Bupa clinics, we would like to address this straightaway. If possible, please speak to a member of staff at the centre, or you may prefer to talk to the centre manager.

If we cannot satisfactorily resolve your concern immediately, or you wish to make a complaint, you can do this by telephone or in writing, and this should be initially referred to the centre manager.
Alternatively you can email our central Bupa Health Clinics Complaints team at BupaHCC@bupa.com

We’ll acknowledge your complaint within 2 working days of receipt, unless we can fully respond with 5 working days and we’ll send a full response within 20 working days.

All complaints are dealt with confidentially and impartially. We keep a record of every complaint and look at how many we receive and the reasons. We use this information along with our customer surveys to help make sure we continually improve the service we provide.

If you are not satisfied after our initial response to your complaint, then you can have this escalated to stage 2 where it will be reviewed by the relevant senior manager. If you are still not satisfied with our response to your complaint, then you can have this escalated to stage 3 where it will be reviewed by the relevant director.

If you are not satisfied with the response to a complaint or wish to take the matter further you can contact the relevant regulatory body-

Please note Occupational health and on-site corporate centres are not required to register with the above bodies.

Or if the complaint was regarding the clinical care by a medical professional, you can contact the relevant professional body-

^We may record or monitor our calls.

Bupa health insurance, dental insurance, travel insurance and cash plan are provided by Bupa Insurance Limited. Registered in England and Wales No.3956433. Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Arranged and administered by Bupa Insurance Services Limited, which is authorised and regulated by the Financial Conduct Authority. Registered in England and Wales No. 3829851.

Bupa Health Assessments and Occupational Health services are provided by Bupa Occupational Health Limited. Registered in England and Wales No.631336. Registered office: 1 Angel Court, London, EC2R 7HJ.

Complaints

We are extremely proud of the service that we offer our customers. However, we recognise that sometimes things can go wrong.

Our procedure

Useful phone numbers

Health Insurance

0345 609 0111 ^

Dental Insurance

0800 237 777 ^

Travel

0800 001 022 ^

Cash Plan

0345 606 6003 ^

Making a complaint