NHS Business Services Authority Omdömen 

Shockingly bad. Daughter applied for global health insurance card months ago. Sent all info to provide ID. Was asked for 2 of the following, none of which she has as they are not applicable to her circumstances (a student living with parents):

utility bills
a Local Authority council tax bill
a council or housing association rent card
a benefit award notice
a letter from HMRC
a mortgage statement
HMRC self-assessment letters or tax demands
a solicitor’s letter, dated within three months of the application date, confirming recent house purchase or land registry confirmation of address

Sent email explaining this and asking what she can provide - 3 months pass until another email asks for the same things.

Given up trying - life's too short!

Truly abysmal.
Late, conflicting & downright wrong information constantly supplied.
On line forms over complicated & lengthy.
'Support' is anything but.
So far, it has taken 7 months to get an estimate! Then you have to apply for the pension; how long will that take to process?

What an absolute joke of a service, not only does it take over an hour to get through to someone on the phone when you do they don't listen and you just told someone will email you back after 3 working days which they never do, so issues are never resolved unless they mess up so you owe them money of course. They are incompetent and complete waste of NHS money

They do not reply to emails.
Their replies to letters are always late.
I rang today. I was told the reply should be within 40 days. But today was day 42. So she said she would send urgent email and I would get the reply within 10 days.
It is now 2 weeks later and no letter in the post. I rang and the man said that it had been posted last week and sent 2nd class. Thankfully he emailed me a copy. The info i needed was not in it.
Every communicataion has failed to meet their own awful deadlines.

Terrible! No response since the 14/05/2021 ignoring all my emails and I've not got a clue where to complain about them other than leave this review. They get paid to do this job? No wonder the NHS is skint!

Second encounter with the NHSBSA, all about the new GHIC card. Have to say the chap who helped me, Phillip was first class. Very professional, courteous and friendly. Problem sorted in 3 minutes. Promises he made were carried through, so big pat on the abck for the NHSBSA.

If you are going to have customer service representatives NHSBSA, have them be able to do something more for your customers than an automated message could.
For example after waiting over 6 weeks for my pension to be paid, I was told it was payable after 30 days from the applicable date. This had clearly elapsed! When challenged about this anomoly, your " customer service" rep then " found" that my pension had gone off for recalculating, so the " new" applicable date had not reached "30 days" yet. I was assured it would be paid before this " new" period expired.
30 days from the "new applicable date" arrived, still no pension payment. Contracted customer services again, only to be told " there are no further entries on your file". However, the rep did say she would send off a notice to the payments department, for which they allowed 10 days for a response....so, "another new applicable date", but she understood my frustration, bless🥴 I asked about the complaints procedure. I was told 2 ways to do it, 1) informal..by email, there was no prescribed given response time if I complained that way ( so I presume that woukd go straight into the computer bin 🤣)
2) By a special form available on NHSBSA website. Once this form was received, I could expect a response within 60 days, or a reason for the delay in response and a new ' applicable date'🤣😂.
NHSBSA, save yourself a lot of money, sack all your customer service reps, have this message recorded on your answer machine ' we understand your frustration at the delay in us paying you your hard earned money. Ringing us wont get it paid any quicker, in fact each time you ring, a weeks delay will be added until you learn that you'll get YOUR money when WE'RE good and ready for you to have it, thank you for your long long long patience🤣😂

Appaling service. Using Covid as universal excuse. Everyone are praising NHS for "their efforts during pandemic" and for what? I was left hungry to the point my legs started to shake, at Hammersmith hospital because they forgot about me. When I complained a "doctor" told me he did not appretiate my tone! My wife is waiting for urin test results for 4 days. They say it is because of Covid! Everything is about Covid! A universal excuse! The lab dealing with urin has nothing to do with Covid. Plain lie. They probably lost the sample. Everything takes ages and the result is deteriorating condition of patients with issues that would have been easily and quickly resolved if someone payed attention. The worst "National" helth service in the world. Will be going to a third world country to receive better care.

Please ask my GP to phone me on my mobile ending 415600 for a referral.
My ECONSULT request 4d9d3d3a was rejected.
There is No other way to contact my GP as the phone line is overloaded, and the NHS app is inadequate and also refused a consultation request.

They've set up a mailbox for EHIC applications that got filled up quickly and became unusable to existing and new applicants bouncing back all messages as undeliverable for 11 days now!

Their IT should have:

1. Anticipated large amounts of communication coming through based on past experiences in particular when handling a national organisation.

2. Setup a mailbox(es) for applications already being processed in order to keep it separate and functional in case the first one stops working.

3. Not use email at all for this purpose and rather allow users to interact with a database driven system instead that doesn't rely on emails which are very unproductive.

Very unprofessional and amateur.

Kind regards,
David
webcoder.eu

Working for the NHSBSA I have never seen as much corruption from management/general staff and turning a blind eye to bad behaviour in any other job. False promotions are given like sweets (taxpayers expense) . A promotion to 3 pay scales (NHS bands) above a nurse in this place for sucking up to management. There is more management than general staff in some deparments.

The dentist made an error and put in charges for two treatments when it should have been one. I have now been hounded for months, with myself having to chase the dentist for proof, which they have sent to the nhsbsa, yet the nhsbsa say they haven't received it and tell me I have to chase dentist again. Now charged an extra £50 on top because they say proof hasn't been received and have passed the deadline. Not my fault. I paid for the treatment, but am being hounded for my dentist's error. Incompetent and harassing. Take me to court I will now counter claim for harassment, stress, costs and time.

I would have given nil stars if possible. These people are just out to get your money. Don't bother appealing as they just back each other up. Each stage of the appeal process is completed by the same department. Even the ombudsman is run by a Government office so you wont get anywhere with them either. No allowance made for a honest genuine mistake (my first in 44 years). They were set up to prevent fraud, however they go after law abiding citizens giving no allowances for mistakes. Shame they don't use a bit of common sense but why would they when they can demand a hefty fine from you. Disgraceful.

NHSBS so I worked for 30 years and got made redundant last Christmas so had to go to the dwp to get jsa just at that time I had a dentist appointment at no time was I told there was two jsa so went to dentist check up than was asked do I pay for my treatment for the first time in 30 years said lm out of work just tick the box she said Jsa box two weeks later £100 fine to this day still can’t believe how rude there are and disappointed I am been frighting this for a year now and just found out the the Ombudsman said there done everything right on paper there all in it together just to make has much money as possible I just don’t want to pay it feel like I’ve been set right up like so many more people what can we do !!!! It’s always us

It is not just an unreliable agency. It simply does not work.

At the top of that there is NO a working COMPLAINTS procedure provided at their official website!

HOW SUCH KIND OF SERVICE COULD EXIST IN UK??!

Over the past two months we have asked twice for our S1 forms to be sent to us. Information was taken and supposedly added to their computer. Nothing has arrived. On phoning for a third time, we were told that there is no record on their computer of action being taken. It seems it is not possible to write notes on their system so they do not know what has happened! What a way to run a 'business'. Totally incompetent. And this is using taxpayers money!!!

Extortionate charges for a genuine mistake made because:
1) I took my Tax credit paperwork to show the dental surgery as proof of income, as suggested on the NHS website , and they said I didnt need to pay.
2)my ex-partner hadn't told me his income had changed when HE submitted his finances for the July Tax Credits deadline ( one of many reasons we separated)
NHSBSA are not interested in any personal circumstances and added extra charges to the original PCN whilst I was waiting for Tax Credits paperwork.
No compassion and now I have extensive debt which I cannot pay... and won't be able to afford any dental treatment or prescriptions for at least 2 years.

Absolute rip off artists. We appealed an unjust fine and asked several questions including:-
The contact details,of the manager of the person we were dealing with,
Their regulatory body.
Their complaints procedure
Their full appeals and enforcement policy and procedures.

None of the above were forthcoming despite it being a legal requirement to provide this information.

They do not read appeals carefully, neither do they take anything you say into account. Their stated aim of “education” is completely false, and they on,y care about the money.

My advice....be a royal,pain in the backside to them. They don’t like behind held to account.

Yet another PCN received from NHSBSA, this time after I went back to my dentist and paid for my treatment having paid the previous PCN that was due to a change in my ESA from "income related" to "contributions based" ESA, though I had not been informed by the DWP at the time it was issued.

I had not been informed by the DWP of this change until a month after the PCN was issued but this was ignored on appeal although a genuine mistake so I ended up paying the PCN. It gets worse....

I then went back to my dentist to pay for 2 subsequent treatments after paying the first PCN and sent the proof of payment receipt of to NHSBSA saying I had now paid for the treatments now I realise I am no longer entitled to free treatment, due to changes in my ESA benefit.

A week later on 2nd August they issued a 2nd PCN despite informing them I had paid in full for the treatment the week before.

It is now a month gone by since I "appealed" to NHSBSA on 5th August telling me it had been forwarded to "the correct team" who will respond within 14 days. It is now 3 weeks later and the fine is due in 2 days time and they are still messing me about for an entire month and refusing to make a decision or to cancel the PCN, despite my having paid in full a week or more before it was issued.

The entire appeals process is a joke, they will pretend they are listening to reason whilst doing the complete opposite and ignore every piece of evidence and explanation no matter how genuine whilst pretending to be doing their job. They are now deliberately procrastinating and ignoring my appeal so any decision will be made after the PCN is due adding another £50 to the bill, which will then be passed on to a debt collection agency, Ankinika.

It is worse than a kangaroo court as there is no right of appeal and they can do what ever they like, then turn it over to a debt collection agency as they basically couldn't care less as on targets to issue as many PCN's as possible .

It is a Government sponsored Revenue Generating Scam, targeting the poorest and most vulnerable in society with the help of the DWP deliberately using misleading and jargon riddled terminology which even a Law graduate would not comprehend and adding to the debt burden and misery experienced by people on benefits who make a genuine mistake.

It is raking in ££millions and they are clearly on targeted incentives as even genuine appeals are ignored and worse than dealing with the Mafia or a loan shark. Yet it is sponsored by our Government and the NHS?

This is the how low they have sunk and our wonderful Government could not care less, as no right of appeal.

Tellingly not one of the so called "Fraudulent claims" has ever ended up in court. It is not about "Fighting Fraud" so the money goes to the correct places, it is purely a revenue generating stream using draconian powers to clobber the poor, aged and vulnerable.

I have had my entire summer ruined by these people as now into the 3rd month of this nonsense because it took the DWP over 5 months to properly inform me I was now on "Contributions Based" ESA. I suffer from stress and depression and feel like topping myself proper as don't want to live in a country like this anymore where the NHS don't give a toss an d their business managers are targeting the people they are supposed to be caring for.

George Orwell could not even make it up, its that bad!

Having had the misfortune to be diagnosed with cancer in 2014 and as such I was in possession of a medical exemption certificate . Disgusted today to received a so called penalty charge notice for £108.00 which has fortunately now been cancelled by Ross your helpful advisor. I’m disgusted it was sent out to me, if you are too incompetent to be able to match up an NHS number with a medical exemption certificate then you are beyond incompetent and not fit for purpose. Might be a reason for all the negative reviews, oh yeah you’re a bunch of target chasing incompetent bullies. If I receive another PCN I will be taking you to court for the distress caused.