Mainly Health Plans SL
10. Making a complaint. ( Guide )
We're always pleased to hear about aspects of your membership that you've particularly appreciated, or that you have had problems with. If something does go wrong, here is a simple procedure to ensure your concerns are dealt with as quickly and effectively as possible.
10.1 Getting in touch
The BUPA International helpline is always the first number to call if you have any comments or complaints. Please call us on
+44 (0) 1273 323 563 anytime, 24 hours a day, 365 days a year. Alternatively you can email info@Bupa-intl.com, fax us at +44 (0) 1273 820 517 or write to us at:
Bupa International
Russell Mews
Brighton
BN1 2NR
UK
We want to make sure that members with special needs are not excluded in any way. For hearing and speech impaired members who have a textphone, please call +44 (0) 1273 866 557
We can also offer a choice of Braille, large print or audio for correspondence and marketing literature.
Please let us know which you would prefer.
10.2 Making a complaint
If we have not been able to resolve the problem and you wish to take your complaint further, please write to the Head of Customer Relations at:
Bupa International
Russell Mews
Brighton
BN1 2NR
UK
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 South Quay Plaza, 183 Marsh Wall, London E14 9JR, UK
* call them on 0845 080 1800 (from inside UK only), +44 (0) 20 7964 1000
* or find details at their website:
www.financial-ombudsman.org.uk
Please let us know if you want a full copy of our complaints procedure.
If something has gone wrong, we want to do everything we can to put it right. But none of these procedures affects your legal rights.
Confidentiality
The confidentiality of patient and member information is of paramount concern to the companies in the Bupa group. To this end, Bupa fully complies with the Data Protection Legislation and Medical Confidentiality Guidelines. Bupa sometimes uses third parties to process data on its behalf. Such processing, which may be undertaken outside the EEA, is subject to contractual restrictions with regard to confidentiality and security in addition to the obligations imposed by the Data Protection Act.