Listening to you
We’re committed to providing you with a first class service at all times and we’ll make every effort to meet the high standards we’ve set. If you feel that we’ve not achieved the standard of service you would expect or if you’re unhappy in any way, then please get in touch.
Call us: +33 189 71 88 92
Email us: [email protected]
Write to us: C/O Bupa. ExpaTPA, 142 Rue de Rivoli, 75001 Paris - France
We want to make sure that customers who need any additional help or support are not excluded in any way. If you need additional assistance or you require your product literature in a more accessible format please let us know.
How will we deal with your complaint and how long is this likely to take?
If we can resolve your complaint within five working days after the day you made your complaint, we’ll write to you to confirm this. Where we’re unable to resolve your complaint within this time, we’ll promptly write to you to acknowledge receipt. We’ll then continue to investigate your complaint and aim to send you our final written decision within four weeks from the day of receipt. If we’re unable to resolve your complaint within four weeks following receipt, we’ll write to you to confirm that we’re still investigating it.
Within eight weeks of receiving your complaint we’ll either send you a final written decision explaining the results of our investigation or we’ll send you a letter advising that we have been unable to reach a decision at this time.
If you remain unhappy with our response, or after eight weeks you don’t wish to wait for us to complete our review, you may refer your complaint to the Financial Services and Pensions Ombudsman. You can:
Visit: fspo.ie
Call them: +353 1 567 7000
Email them: [email protected]
Write to them: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29, Ireland
Your complaint will be dealt with confidentially and this won’t affect how we treat you in the future. If you are unhappy with the decision of the Financial Services and Pensions Ombudsman, you can appeal to the Irish High Court within 35 days. After 35 days, the decision becomes legally binding.
Customers resident in France and Monaco may also refer a complaint to La Médiation de l’Assurance, an independent authority. Please note that La Médiation de l’Assurance may be contacted two months after your first written complaint, whether or not you have received a response from us.
Write to: La Médiation de l’Assurance, TSA 50110, 75441 Paris Cedex 09
Visit: www.mediation-assurance.org