Every one of our staff has a responsibility to provide good customer service and to try to resolve customer concerns as quickly, fairly and thoroughly as possible.

The NHSBSA views complaints as an opportunity to learn how we can continue to improve the services we provide to our customers. Where applicable, action will be taken to ensure that a similar problem does not occur again. 

We will always try to resolve a complaint at the earliest opportunity without escalating to the formal procedure. If this is not possible, then there is a formal process available.  Click here to see our complaints procedure.

Due to differing legislation surrounding some of our services such as NHS Pensions and NHS Student Bursaries, we have to handle some complaints differently. This is explained in the procedure.


How to make a complaint:

If you wish to make a complaint please use the contact details listed on our Customer Enquiries page.

Our staff will make every effort to help you with your complaint as quickly as possible.  If they are unable to resolve your complaint, they will help you with the next stage of our complaints procedure.