Complaints

On this page you can find out how to make a complaint. We have also provided you with complaints information that we have received from our customers about our insurance products (please see Complaints Report section below).

What to do if you have a complaint

We are always pleased to hear about aspects of your membership that you’ve particularly appreciated. We also want to hear about any problems you have. If something does go wrong, we have a simple procedure (for customers resident in the European Economic Area) (PDF 61KB); for customers that reside in Portugal (PDF, 36KB); or for customers who reside in the rest of the world (PDF, 42KB) to ensure your concerns are dealt with as quickly and effectively as possible.

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 service we offer.

At Bupa Global, we’re committed to resolving complaints with care and integrity.

We have dedicated teams trained to carry out thorough investigations, ensuring your concerns are addressed effectively. Our approach is built around three key principles:

Listen: Your voice matters

• We take the time to fully understand your experience, without making assumptions.
• You’ll be treated with respect and empathy, knowing your concerns are taken seriously.
• We welcome open and honest feedback - whether it’s detailed, emotional, or brief.

Learn: We use your feedback to improve

• We look beyond the issue to understand its root cause.
• We identify patterns and insights to help prevent similar problems in the future.
• Every complaint is an opportunity to improve our services, systems, and communication.

Act: We make meaningful changes

• We aim to resolve issues promptly and fairly.
• We take action - whether it’s updating processes, enhancing training, or refining our products—so your feedback leads to real improvements for all our customers.

If you have any comments or complaints, you can call the Bupa Global customer helpline on +44 (0) 1273 323563, 24 hours a day, 365 days a year. Alternatively, you can email via [email protected] or write to us at:

Bupa Global
Victory House
Trafalgar Place
Brighton
BN1 4FY
UK

If you live in Hong Kong and have a concern or complaint about your policy you can call the Bupa Global customer helpline on +852 2531 8503. Alternatively, you can email or write to the team via:

[email protected]; or

Bupa (Asia) Limited, 6/F, Tower 2, The Quayside, 77 Hoi Bun Road, Kwun Tong, Kowloon, Hong Kong.

You can also use these contact details to request a full copy of our complaints procedure.

We want to make sure that customers with special needs are not excluded in any way.

We also offer a choice of Braille, large print, or audio for our letters and literature. Please let us know which you would prefer.

It’s very rare that we can’t settle a complaint, but if this does happen, you may refer your complaint to the Financial Ombudsman Service. You can write to them at:

Please let us know if you want a full copy of our complaints procedure. (None of these procedures affect your legal rights).

French resident customers may also refer a complaint to the La Médiation de l’Assurance, TSA 50110, 75441 Paris Cedex 09. For other regulators, our formal response will confirm your rights should you wish to refer your complaint further.