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
In writing: Customer Relations, Bupa, Bupa Place, 102 The Quays, Salford M50 3SP
By email: email@example.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.
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 firstname.lastname@example.org. 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.
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.
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.
^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.