We don’t want anyone to be unhappy about the service they receive, so we’d like to address any complaints as soon as possible. Please speak to a member of staff at the Bupa centre where you had your assessment. Every centre has a complaints handler, or you may also be able to talk to the centre manager.
If you want to escalate your complaint by telephone or in writing, please call or write to the centre manager using these contact details. We’ll acknowledge your complaint the following working day, and send you a full response within 20 working days.
We deal with all complaints confidentially and impartially. If appropriate, your complaint may be referred to the regional manager and/or escalated to a more senior manager. If you’re not satisfied with the response to a complaint, all of our centres are registered with the Care Quality Commission and you can escalate your complaint to them, if necessary.
We keep a record of every complaint we receive and the reasons for it. We use this information, as well as our customer satisfaction surveys, to help make sure we continually improve the service we provide.
Our complaints process does not affect your legal rights.
Health Assessment Bookings Team
102 The Quays
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