Worldwide Health Options
10. Making a complaint.
We are always pleased to hear about aspects of your membership that you have particularly appreciated, or that you have had problems with. If something does go wrong, we have a simple procedure to ensure your concerns are dealt with as quickly and effectively as possible.
If you have any comments or complaints, you can call the Bupa International customer helpline on
+44 (0) 1273 323 563, 24 hours a day, 365 days a year. Alternatively you can email via www. bupa-intl.com/membersworld or write to us at:
Bupa International
Russell House
Russell Mews
Brighton
BN1 2NR
UK
We want to make sure that members with special needs are not excluded in any way. For hearing or speech impaired members with a textphone, please call +44 (0) 1273 866 557
We also offer a choice of Braille, large print or audio for our letters and literature. Please let us know which you would prefer.
Taking it further
If we have not been able to resolve the problem and you wish to take your complaint further, please call the Bupa International customer helpline on +44 (0) 1273 323 563 or write to the Head of Customer Relations at:
Bupa International
Russell House
Russell Mews
Brighton
BN1 2NR
UK
It's very rare that we can't settle a complaint, but if this does happen, you may also 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 or +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 letters complaints procedure.
(None of these procedures affect 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 our 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.