Complaints

We’ll consider your complaint and do our best to resolve it. 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. Once we have 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, or:

• Submit a complaint online at financial-ombudsman.org.uk/contact-us/complain-online
• Call them on 0800 023 4567
• Email them at [email protected]

Find out more about our complaint statistics: bupa.co.uk/legal-notices/complaint-statistics

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.

Our team will carefully consider your complaint and do our best to resolve your concerns as swiftly as possible.

If we are unable to resolve your concerns straight away, we will write to you to acknowledge your complaint and provide you with a response within 20 working days.

If a response cannot be provided within this time, depending on the complexity, we will contact you to explain the reason why. We will keep you updated on the progress of your complaint and will provide you with a response once our investigation has been completed.

We will formally acknowledge any complaint within 2 working days.

An investigation will be conducted and you will receive a written response within 20 working days. However, if we are able to respond sooner, we will. This response will either let you know the outcome of our investigation, or it will update you on progress and confirm when you can expect to receive a full response.

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. We may record or monitor our phone calls.

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.

Care Quality Commission (CQC) England
www.cqc.org.uk/contact-us/how-complain/complain-about-service-or-provider

Healthcare Improvement Scotland
healthcareimprovementscotland.org/about_us/contact_healthcare_improvement/complaints.aspx

Healthcare Inspectorate Wales
hiw.org.uk/contact-us

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.