Complaints

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.

Email us^†: [email protected]

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 between 9am to 5pm, Monday to Friday.

Email us^†: [email protected]

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 Bupa touch app, 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 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.

Submit Feedback

   Other ways to contact us

Talk to us: Risk and Governance Team, Number One, Great Exhibition Way, Kirkstall Forge, Leeds LS5 3BF.

Call us: 0113 360 4806^{^}

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 you 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

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

https://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.