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.

Bupa Insurance Services Ltd

Bupa, along with other major insurance companies, is required by the UK Financial Conduct Authority (FCA) to publish details of the number of complaints we have received.

Firm name: Bupa Insurance Services Ltd

Other firms included in this report: Bupa Insurance Ltd.
Reporting period: 1 January 2026 to 30 June 2026.
Brands/Trading names covered: Bupa Health and Wellbeing, Bupa Global, Bupa Cash Plan, Bupa Travel, Bupa Dental.
These details are reported to the Financial Conduct Authority (FCA) and are updated every six months.

We only offer general insurance products.

• We received 27,891 complaints between 1 January 2026 to 30 June 2026. This represents complaints from 1% of our customers.
• We resolved 99.6% of complaints within eight weeks. The FCA allows Bupa and other financial services companies this time before a customer can ask the Financial Ombudsman Service to investigate. It is not always possible for us to resolve complaints within eight weeks. For example, this could be because we are waiting for additional information from doctors or hospitals, additional information is presented to us during our investigations or there is a delay in sending and receiving information.
• We agreed with 16,927 complaints we closed between 1 January 2026 to 30 June 2026.

Bupa Global Designated Activity Company (DAC)

Bupa Global DAC is required by the Italian Supervisory Body for Insurance (IVASS) to publish details of complaints received.

Firm Name: Bupa Global DAC

Reporting period 1 January 2025 to 31 December 2025.

These details are reported to the Italian Supervisory Body for Insurance (IVASS) and are updated every six months.

Bupa Global DAC is also required by the Autoridade de Supervisao de Seguros e Fundos de Pensoes (ASF) to publish details of the recommendations (if any) of its Customer Ombudsman in Portugal for the previous year. The report with respect to the year 2025 can be found here (PDF, 111KB).

Bupa Global DAC’s appointed Customer Ombudsman in Portugal as outlined below:

Dr. Hugo Monteiro,
Rua Nossa Senhora de Fátima,
nº 177, piso 7,
4050-427 Porto
Portugal
e-mail: [email protected]