Complaints

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 do not 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 or 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 www.financial-ombudsman.org.uk

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 are 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 http://ec.europa.eu/consumers/odr/.

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 would prefer.

Bupa takes customer service extremely seriously. We work hard to ensure 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.

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.