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Legal notices

This page contains information regarding terms and conditions for the use of Bupa's website.

Notice and disclaimer

  1. Those who choose to access this website are responsible for compliance with local laws if and to the extent local laws are applicable.
  2. Bupa has used all reasonable care and skill in compiling the content of this web site but makes no warranty as to the accuracy of any information on this web site and cannot accept liability for any errors or omissions.
  3. Bupa shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this website. The information contained in any such materials is not intended nor implied to be a substitute for professional medical advice nor is it intended to be for medical diagnosis or treatment.
  4. Material appearing on this website will include advertising and other material submitted by parties other than Bupa. This web site will also provide links to other websites operated by advertisers and third parties. It is the responsibility of these third parties to ensure that such material and such websites comply with all relevant laws and regulations. To the full extent permissible by law, Bupa disclaims all responsibility for any error, omission or inaccuracy in such material or its failure to comply with the relevant laws or regulations.
  5. These exclusions of liability will not apply to any damages arising from death or personal injury caused by the negligence of Bupa or any of its employees or agents.

This notice and disclaimer is governed by and construed in accordance with English Law. If any part of this notice and disclaimer is deemed unlawful, void or for any reason unenforceable then that part will be deemed severable and will not affect the validity and enforceability of the remaining parts.

All links to this site must go to the homepage. Please do not link directly to any other pages on this site. If you require any further information you may either email your enquiry to the webmaster or write to:

Webmaster
Bupa
Bupa House, 15-19 Bloomsbury Way
London
WC1A 2BA
United Kingdom

Credits

Images used for the following navigation icons: Why Bupa; Schemes and services; country information; global links; contact us and their use in subsequent section headers copyright ©1998-99 Photodisc Inc

Data Protection

  • Confidentiality: The confidentiality of personal health information is of paramount concern to the companies in the Bupa group. To this end, Bupa fully complies with applicable 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 (European Economic Area), is subject to contractual restrictions with regard to confidentiality and security obligations in addition to the minimum requirements imposed by data protection legislation in the UK.
  • Medical Information: Medical information will be kept confidential. It will only be disclosed to those involved with your treatment or care, including your GP, or to their agents, and, if applicable, to any person or organisation who may be responsible for meeting your treatment expenses, or their agents. Claims information may be discussed with the Bupa Global Agent / Adviser where you have requested the Adviser to assist you.
  • Member details: All membership documents and confirmation of how we have dealt with any claim you may make will be sent to the principal member.
  • Telephone calls: In the interest of continuously improving our service to members, your call will be recorded and may be monitored.
  • Research: We do not collect information about individuals, except where this is specifically stated and provided with your knowledge. We do collect information on a visitor’s activity on Bupa websites. This is commonly referred to as ‘web analytics’ information, which may include (but is not limited to) information such as where the visitor has come from (eg referring domains, search engines, marketing campaigns), pages viewed, the site path of the visitor, which content visitors are clicking on, which products visitors are interested in and purchase.
    We do not collect any personal information (eg name, address, email address) using the web analytics but we do collect IP addresses. Bupa does not link any ‘web analytics’ information to an individual. Bupa uses this information to ensure that Bupa websites are providing the best possible customer experience and providing relevant products. Bupa uses a number of software tools to collect and report on ‘web analytics’ information. The main tools used by Bupa come from the Adobe Online Marketing Suite, powered by Omniture technology. Some information is also collected using the SiteStat web analytic tool, provided by NedStat. You can find more information on these products at www.omniture.com and www.nedstat.com . We may share overall visitor trends and other generic information collected on this website with third parties but we do not pass on any personal details or personally identifiable information without your specific consent.
  • Cookies: We use "cookies" which are alphanumeric identifiers that are stored by your web browser on your computer's hard-drive that enable our system to recognise you when you visit the site. This helps Bupa to track basic visitor information in order that we can better tailor the site to our visitors' needs. Most web browsers automatically accept cookies but you can disable this function by changing your browser settings if you so wish.
  • Fraud: Information may be disclosed to others with a view to preventing fraudulent or improper claims.
  • Names and Addresses: Bupa does not make the names and addresses of members or patients available to other organisations.
  • Keeping you informed: Bupa would, on occasion, like to keep you informed of Bupa products and services which it considers may be of interest to you.
  • Contact Address: If you do not wish to receive information about Bupa's products and services, or have any other Data Protection queries please write to the Head of Information Governance, Bupa House, 15-19 Bloomsbury Way, London WC1A 2BA, United Kingdom or at DataProtection@BUPA.com.

Direct Debit Guarantee

  • The Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own Bank or Building Society.
  • If the amounts to be paid or the payment dates change, you will be told of this in advance by at least 14 working days, as agreed.
  • If an error is made by Bupa or your Bank or Building Society you are guaranteed a full and immediate refund from your branch of the amount paid.
  • You can cancel a Direct Debit at any time by writing to your Bank or Building Society. Please also send a copy of your letter to us.

Copyright and trademark information

'Bupa' and the HEARTBEAT logo are the registered service marks of The British United Provident Association Limited ('Bupa'). Except where specifically stated otherwise Bupa and/or its licensors are the owners of the copyright and database rights in the site, including content data, design, graphics, text, images, software and underlying source codes. Bupa is the owner of all trademarks, service marks, trade names, logos and devices appearing on the site, whether registered or unregistered, except where specifically stated otherwise.

Regulation

Bupa Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority. Bupa Insurance Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The Financial Conduct Authority does not regulate the activities of Bupa Insurance Limited that take place outside of the UK. The PRA and FCA regulation numbers of Bupa Insurance Limited and Bupa Insurance Services Limited are 203332 and 312526 respectively.

www.fca.org.uk

http://www.bankofengland.co.uk/pra/Pages/default.aspx

Complaints procedure

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, here is our simple procedure to ensure your concerns are dealt with as quickly and effectively as possible.

Getting in touch

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 www.bupa-intl.com/membersworld, or write to us at:

Bupa Global
Victory House
Trafalgar Place
Brighton
BN1 4FY
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 866557.

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 Global customer helpline on +44 (0) 1273 323 563 or write to the Head of Customer Relations at:

Bupa Global
Victory House
Trafalgar Place
Brighton
BN1 4FY
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

Call them on:

0845 080 1800 (from inside the UK only)
+44 (0) 20 7964 1000 (from outside the UK)

Find details at their website:
www.financial-ombudsman.org.uk

Please let us know if you want a full copy of our complaints procedure. (None of these procedures affect your legal rights).