Complaints
We’re sorry you need to complain. We’ll do our best to understand what’s happened and put things right.
How do I complain to Bupa?
If you have a complaint about Bupa health insurance, please follow the below guidance and our team will help as soon as possible.
Talk to us: Webchat is open between 9am-5pm Monday to Friday.
Email us†: customerrelations@bupa.com
Call us: 0345 606 6739^^
For people with hearing or speech difficulties you can use the Relay UK service on your smartphone or textphone. For further information visit www.relayuk.bt.com. We also offer documents in Braille, large print or audio.
Write to us: Customer Relations, Bupa, Bupa Place, 102 The Quays, Salford M50 3SP
†Please be aware that information you send to this email address may not be secure unless you send us your email through Egress.
For more information and to sign up for a free Egress account, go to https://switch.egress.com. You will not be charged for sending secure emails to a Bupa email address using the Egress service.
^^We may record or monitor our calls. Our opening hours are Monday to Friday 8am to 6pm and Saturday 8am to 1pm.
Find out more about our complaint statistics https://www.bupa.co.uk/legal-notices/complaint-statistics
What happens with my complaint?
We’ll carefully consider your complaint and do our best to resolve it quickly. If we can’t resolve it straight away, we’ll email or write to you within five business days to explain the next steps. We’ll keep you updated on our progress and once we have fully investigated your complaint we’ll email or write to you to explain our decision. If we haven’t resolved it within eight weeks we’ll write to you and explain the reasons for the delay. If we haven’t resolved your complaint within eight weeks, or if you’re unhappy with our decision, you may be able to refer your complaint to the Financial Ombudsman Service for an independent review. The service they provide is free and impartial. You can visit their website here, or:
- Write to them at the Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Submit a complaint online at financial-ombudsman.org.uk/contact-us/complain-online
- Call them on 0800 023 4567
- Email them at complaint.info@financial-ombudsman.org.uk
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.
Bupa Dental Care
If you want to make a complaint about Bupa Dental Care, please visit our dedicated dental complaints page.
Bupa care homes
If your complaint is related to Bupa care homes please visit our dedicated feedback page, select the type of feedback you would like to send and complete the form.
If you wish to make a complaint about one of our care homes, you can also contact us in the following ways:
In writing: Risk and Governance Team, Number One, Great Exhibition Way, Kirkstall Forge, Leeds LS5 3BF
By telephone: 0113 360 4806^
By email: feedback@bupa.com
Further information can be found by downloading our Bupa UK Care Services leaflet (PDF 0.1MB)
Bupa Health Clinics
If your complaint is related to Bupa Clinics, we would like to address this matter straightaway to provide you with a resolution to your concerns. If possible, please speak to a member of staff at the centre, or you may prefer to talk to the Bupa Health Clinics Manager. If you are on a call to one of our telephone services, then please ask to speak with the Service Manager.
If we cannot satisfactorily resolve your concern immediately, or you wish to make a complaint, you can do this in writing by e-mail or letter, and this should be addressed to the Bupa Health Clinics Manager. Alternatively, you can email bupahcc@bupa.com and your concerns will be forwarded on to the relevant Centre.
We will acknowledge your complaint within 2 working days of receipt, unless we can fully respond with 5 working days. You will receive a full written response following our investigation within 20 working days. If there will be a delay in our investigation we will keep you updated.
All complaints are dealt with confidentially and impartially. We log every complaint on our Complaints Management Database and look at how many complaints we receive and what are complaints are about. We use this information for learning along with our customer surveys to help make sure we continually improve the service we provide to our customers.
If you are not satisfied with our initial response to your complaint, then please let us know. If we cannot provide you with resolution at this stage, your complaint will then be escalated to stage 2 where it will be reviewed by the relevant senior managers and if necessary, discussed by a panel where we will aim to resolve all your outstanding concerns.
If you’re still not satisfied following the response that you receive after stage 2 has been completed, then you may contact ISCAS (Independent Sector Complaints Adjudication Service) at the details below. ISCAS will independently review your complaint and provide you with an outcome of their findings.
To contact the Independent Sector Complaints Adjudication Service (ISCAS) please email: info@iscas.org.uk
Alternatively, you can call them to leave a message and they will return your call during office hours, Monday to Friday 9:00am – 5:00pm.
Phone: 020 7536 6091
You can write to them at the administrative offices, please note that these offices are not accessible for visits from complainants or members of the public.
ISCAS
70 Fleet Street
London
EC4Y 1E
Facilities are regulated by the CQC in England. Healthcare Inspectorate Wales, Healthcare Improvement Scotland and The Regulations and Quality Improvement Authority in Northern Ireland.
If after our internal investigation you are not satisfied and feel we have not met any of the Health and Social Care Act 2008 regulations, you can escalate your concerns to them.
Care Quality Commission England
https://www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider
Healthcare Improvement Scotland
http://www.healthcareimprovementscotland.org/about_us/contact_healthcare_improvement/complaints.aspx
Healthcare Inspectorate Wales
The Regulations and Quality Improvement Authority in Northern Ireland
https://www.rqia.org.uk/contact/complaints-feedback
^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.
