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Responding to Your Penalty Charge Notice

The NHS Business Services Authority (NHSBSA) is responsible for this online service.

To check if we have your details, we will ask you to enter your:

  • letter reference number
  • date of birth
  • postcode as shown on your letter

If there is a discrepancy in the details we hold, we will ask you to enter your:

  • full name
  • date of birth
  • address

If you are making a payment, we will ask you for credit or debit card details to process your payment.

Sharing your personal information

If you are making a payment, we will share your information with our payment providers, Govpay and All Pay, who meet all card security requirements. We may also share your payment details with Equifax to make sure they are correct. We receive proof whether payment was successful but not your card details.

Why we process your information

We’ll use the information you enter to:

  • check if you held a valid exemption at the time of your prescription or dental treatment charge
  • state the steps you need to follow to action your letter
  • contact you by your preferred contact method to discuss your letter, if appropriate
  • signpost you to help with health costs in the future
  • update your customer record, where appropriate

We only hold the information you enter for 30 minutes after you close your browser. 

If the information we hold relates to when you have made a payment, have set up a direct debt or successfully challenged your penalty charge, your personal data will be deleted or anonymised when we no longer need to be able to identify you from that information. We will delete your personal data from our systems and files no later than 7 years from when we issued an enquiry letter.

Find out more about your rights and how we process information.