Complaints
Each member of staff within the NHSBSA 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. You can view our complaints procedure here and you may also find the supporting flowchart useful.
Due to differing legislation surrounding some of our services such as pensions and student grants, we have to handle some complaints differently. This is explained in the procedure.
Any member of staff who you have been in contact with should be able to help you with any complaint. Alternatively, you can contact one of the people below.
For any complaint regarding the work of the NHS Counter Fraud Service or NHS Security Management Service, please contact:
Mark Richardson
NHS CFSMS
Weston House
246 High Holborn
London
WC1V 7EX
Email: mark.richardson@cfsms.nhs.uk
For any complaint regarding payments to dentists and the provision of related statistics or the Dental Reference Service, please contact:
Heather Deacon
Compton Place Road
Eastbourne
East Sussex
BN20 8AD
Email: HDeacon@dpb.nhs.uk
For any complaint regarding payments to pharmacists and the provision of related statistics, please contact:
Chris Bambrough
Bridge House
152 Pilgrim Street
Newcastle Upon Tyne
NE1 6SN
Email: chris.bambrough@PPA.NHS.UK
For any complaint regarding the NHS Pension Service or the NHS Injury Benefits Service, please see here or contact:
Complaints Team
NHS Pensions
200-220 Broadway
Fleetwood
Lancashire
FY7 8LG
Email: Complaints@nhspa.gov.uk
For any complaint in relation to the NHS Student Bursary Scheme, please see here or contact:
Paul Matthews
NHS Student Bursaries
Room 219 Hesketh House
200-220 Broadway
Fleetwood FY7 8SS
For any complaint in relation to the Social Work Bursary Scheme, the provision of the European Health Insurance Card or regarding help with health costs (e.g. prepayment certifcates etc), please contact:
Terry Luck
Bridge House
152 Pilgrim Street
Newcastle Upon Tyne
NE1 6SN
Email: terry.luck@PPA.NHS.UK
For any complaint not related to a particular service but about the NHS Business Services Authority, please contact:
Mark Dibble
Corporate Secretary
Bridge House
152 Pilgrim Street
Newcastle Upon Tyne
NE1 6SN
Email: mark.dibble@nhsbsa.nhs.uk