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Give your feedback

Find out how to share a compliment or raise a complaint. 

Compliments

If you’ve had a great experience with your care or treatment, we’d love to hear about it. You can get in touch by emailing us at patientexperience.canarywharf@bupa.com.

It really means a lot to our staff to be recognised for what they do. We’ll make sure your message or compliment is shared with the team involved and their manager.

Complaints

The quickest and easiest way to sort out any issues or questions is usually to speak directly to the staff looking after you.

If you’re not satisfied or would prefer to speak to someone more senior, you can ask a staff member to contact a manager, who will do their best to help resolve things.

Making a complaint

We’re here to support you if you’d like to make a complaint. We can also provide information in different languages if needed.

Please send your complaint to patientexperience.canarywharf@bupa.com.

Complaints procedure

If you make a complaint, we’ll let you know we’ve received it within three working days. 

We take all complaints seriously and will investigate them thoroughly. We aim to provide a full response within 20 working days of receiving your complaint. 

If we need more time to complete our investigation, we’ll keep you informed and explain the reason for the delay. We’ll also let you know when you can expect to receive our full response. 

We’ll always use clear and straightforward language in our replies. If we need to use any medical terms, we’ll explain them in plain English. 

If you’re not satisfied with the outcome of your complaint, you can ask for it to be reviewed by a senior member of staff who was not involved in the original investigation. To do this, please write to the Complaints Team within six months of the date of our response and tell us which issues you feel have not been resolved. 

The Complaints Manager is available to support you throughout this process and can help with any questions you may have. 

More information

We’re a member of ISCAS and follow its Code of Practice.