Complaints

Complaint procedures

How can I make a complaint?

We are always pleased to hear about any aspect of your insurance cover 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 ihi Bupa Customer Service on +45 70 23 00 42 or email Complaints-Global@ihi.com.

You can also write to us at:

ihi Bupa
Palægade 8
DK-1261 Copenhagen K
Denmark

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External appeal

Can I make an external appeal against the result?

It’s very rare that we can’t settle a complaint, but if this does happen, you may be entitled to refer your complaint to an independent organisation for review. Which organisation it will be depends on the nature of the complaint and the location of the ihi Bupa office where the cause of the complaint occurred. We will advise you at the time. In most cases this will be either the Danish Insurance Complaints Board or the UK Financial Ombudsman Service.

If you would like further information about the Danish Insurance Complaints Board you can:

• write to them at Anker Heegaards Gade 2, 1. DK-1572 Copenhagen V, Denmark
• call them on +45 33158900
• find details on their website www.ankeforsikring.dk

If you would like further information about the UK 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
• find details on 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).

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