We are sorry that you have cause to complain, but please be assured that we take all complaints very seriously. If you could let us know the name of your relative, and any further information about your concerns, I will be able to send this information onto the Risk and Governance Team, for them to respond to you in the first instance and to investigate further. Alternatively, you are able to raise your concerns direct to them by email to feedback@bupa.com or by calling 0113 360 4806.