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 one of Bupa UK products or services, please click on the most relevant option below.
How to make a complaint if you aren’t a Bupa UK customer
Please use one of the following email addresses if your complaint is about a Bupa service you’ve received in:
- Australia: [email protected]
- India: [email protected]
- Saudi Arabia: [email protected]
Follow this guidance if your complaint is about:
- Health insurance
- Dental insurance (if it's about the service or care you received at a Bupa dental centre, please go to the Dental Care Section instead)
There are different ways you can get in touch
Talk to us: Webchat is open between 9am to 5pm, Monday to Friday.
For Bupa UK customers only, email us†: [email protected] (please include your membership number when emailing)
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
What happens with my complaints
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 [email protected]
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.
†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 9am to 5pm.
Find out more about our complaint statistics: bupa.co.uk/legal-notices/complaint-statistics
Follow this guidance if your complaint is about Cash Plan.
There are different ways you can get in touch
Talk to us: Webchat is open 9am to 5pm, Monday to Friday.
Email us†: [email protected] (please include your membership number when emailing)
Or complete our online Customer Enquiry Form
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
What happens with my complaints
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 [email protected]
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.
†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
Find out more about our complaint statistics: https://www.bupa.co.uk/legal-notices/complaint-statistics
If you’re having any technical problems such as not being able to register or log in to your My Bupa, please speak to our Digital Services Support team.
Contact the complaints team
Message us: Talk to us via live chat. Opening times are between Monday to Friday, 9am to 5pm.
Email us: Send us an email at [email protected] (please include your customer number when emailing)
Please be aware that information you send to this email address may not be secure unless you send us your email through Egress. You can find more information and sign up for a free account through Egress’ website. You won’t be charged for sending secure emails to a Bupa email address using Egress’ service.
Call us: Speak to us over the phone on 0345 606 6739.
Lines are open Monday to Friday, 9am to 5pm. We may record or monitor our calls.
For those with hearing or speech difficulties, you can use the Relay UK service on your smartphone or textphone. For further information visit Relay UK’s website.
We also offer documents in Braille, large print or audio.
Write to us: Customer Relations, Bupa, Bupa Place, 102 The Quays, Salford, M50 3SP
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 you want to make a complaint about Bupa Dental Care, please visit our dedicated dental complaints page.
If your complaint is related to Bupa care homes, please visit our dedicated feedback page. Select ’complaint’ for the type of feedback you would like to send and complete the form.
Other ways to contact us
Write to us: Risk and Governance Team, Number One, Great Exhibition Way, Kirkstall Forge, Leeds LS5 3BF.
Call us: 0113 360 4806^
For Bupa UK customers only, email us: [email protected]
You can find further information in in our Bupa UK Care Services leaflet (PDF 0.1MB)
Contact the clinic directly
Contacting us directly means we can begin looking into your concern straight away. 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.
Search the name of the clinic in Google to find the relevant contact details and phone number. Just ask a member of staff when you’re on the call if you’d like to speak to the manager.
Email us
If you'd prefer, email us at [email protected]. We’ll direct your email on to the relevant centre.
In your email please tell us which clinic you attended and what your complaint is about.
If you’d prefer to write, please search the name of the clinic in Google to find the relevant address and contact details. Please address your letter to the Bupa Health Clinics Manager.
What happens with my complaint?
We address complaints using a series of steps. We aim to resolve all your concerns to your satisfaction as quickly as possible.
Step 1
We will aim to respond fully to your complaint within five working days.
If we can't do this, we will get in touch to acknowledge receipt of your complaint while we investigate.
We will send you a full written response following our investigation within 20 working days.
If there is any delay, we will contact you to let you know.
Step 2
If you are not satisfied with our initial response to your complaint, then please let us know. We will escalate your complaint to relevant senior managers who will review it. If necessary a panel may also discuss the complaint. We'll aim to resolve all your outstanding concerns.
Step 3
If you don't feel your concerns have been resolved at this stage, you can contact ICAS. This stands for Independent Sector Complaints Adjudication Service. They will review your complaint and will explain their findings to you.
How to contact ICAS
by email: [email protected]
by phone: 020 7536 6091. You can call them to leave a message and they will return your call during office hours, which are Monday to Friday, 9am to 5pm
by letter: ISCAS70, Fleet Street London, EC4Y 1E. Please note that these offices are not open for visits.
Step 4
All of our health centres are regulated by the following organisations
- the Care Quality Commission (CQC) in England
- Healthcare Inspectorate Wales
- Healthcare Improvement Scotland
- The Regulations and Quality Improvement Authority in Northern Ireland.
You can escalate your concerns to them if:
- you're not satisfied after our internal investigation
- you don't feel we've met any of the Health and social Care Act 2008 regulations
The regulators can also accept complaints at any time from a complainants.
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
Our complaints process and making improvements
We treat all complaints confidentially and impartially. We log every complaint on our Complaints Management Database. We then look at how many complaints we receive and what the complaints are about. We use this information for learning along with our customer surveys. This helps to make sure we continually improve the service we provide to our customers.
^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.
Bupa Well+ Silver and Bronze Subscription Services are provided by Bupa Insurance Services Limited. Bupa Well+ Bronze and Silver are products or services not regulated by the FCA.