Individual members
Individual Member Hotline
All members with a private medical insurance scheme
(except heartbeat policy), should phone:
0845 60 90 111*
8am to 8pm, Monday to Friday and 8am to 6pm on Saturdays
Heartbeat Member Hotline
All members with a Heartbeat policy should phone:
0845 606 8000*
8am to 8pm, Monday to Friday and 8am to 6pm on Saturdays
Write to us
Bupa
Staines
TW18 4XF
Fax us
01784 465 232
Bupa textphone service
Members who are hard of hearing and have a textphone, can contact us on 0845 606 6863. Lines are open Monday to Friday 9am to 5pm.
Please let us know if you require large print, braille, or audiotape alternatives to our standard literature.
Making a complaint
Naturally, we take members' complaints very seriously indeed. However, if you have been unable to resolve an issue through speaking to our helpline and you wish to take your complaint further, you can contact our Head of Customer Relations at:
The Customer Relations Department
Bupa
Staines
TW18 4XF
Phone: 0845 606 6726*
Lines open 8:30am to 5:30pm Mondays to Fridays. Calls to this number will be recorded and
may be monitored.
Fax: 01784 893175
It is rare that we are unable to settle a complaint, but if this does happen, you may refer your complaint to the Financial Ombudsman Service. You can contact them at:
South Quay Plaza
183 Marsh Wall
London
E14 9SR
Tel: 0845 080 1800
*Calls may be recorded and may be monitored. BT landline calls to 0845 numbers will cost no more than 3.95 pence per minute. Charges from other providers may vary and calls from mobiles usually cost more.