NHS Business Services Authority Reviews 

Are these people using Horizon as a system? (The flawed Post Office system?)
Incorrect data but the worst part is their BULLYING and ABUSIVE attitude.

I asked them to keep a call a supervisor admitted 'wasn't ideal'! Understatement of the century! A very RUDE, ABUSIVE & BULLYING employee answering their calls demanding money regardless. They sound like scammers. They basically are!

Is this Starmers new NHS? Abuse the most vulnerable in society? Demand money with menaces when none is owed? It's the reality.

Look at them the way they are.

THEIR ££££ MILLIONS OF INCOME IS FROM FINES.

Consider their history: Since real jobs in Newcastle ended, the toilet paper shuffling puppets who threaten you would otherwise be on the dole.

They've a huge sense of self belief. They've no choice and won't face the truth they are self serving extortionists.

Don't expect compassion. Here are the EXACT words of Karen, one of the puppets in their penalty charges department

"We do not make allowances for genuine mistakes, lack of knowledge, or even incorrect advice from healthcare professionals".

Their mentalities and punishment agenda is same as in Gov Ministries in a Stalinist communist country. I know. I lived in one. This country is on that road.

NHSBSA will be brought down in in due course

Genuine robbing rats! Taking from the people who keep this country with genuine mistakes. Hope u enjoy my money. You can all sit there counting up all the thousands you rob from the people that actually pay to keep this bin of a country whilst you break evey single rule you make. SCUM BAGS

If I could rate this service zero I would.
My husband who’s in his 70’s & in poor health received a £100 fine for accidentally ticking a wrong box….
I tried to explain in emails/phone calls it was a genuine mistake (never done this before) as at the time he was in a lot of pain & being taken for an emergency extraction at a new dentist surgery we’d been referred to.
I normally deal with form filling etc as my husband’s carer but, on this occasion I was parking the car & he thought he was ticking his consent for the tooth extraction.
It didn’t matter to this NHSBSA when I challenged this £100 penalty!
It’s like talking to robots with no reasoning or empathy…..they are on repeat, parrot fashion quoting ‘the Box was ticked’ it’s legal & binding pay £100 by the due date or an extra £50 will be added as a surcharge?
Absolutely, disgusting customer service, they certainly don’t like you challenging their authority!
It’s like talking to a robot, with no common sense!

These people are bottom feeders. There are many that genuinely forget (for many reasons) to renew their prescription prepayment.

There could be a system in the NHS App to remind you. Perhaps a system that informs your pharmacist to remind you. But no.

They will fine you to the maximum they can, time and time again. There are many elderly, or those with mental health issues who will get caught up in this. They could do a lot more with help and assistance, rather than punishing people.

These are the bottom feeders, legal criminals. They should be stopped.

Absolutely disgusting, fine for a genuine mistake no discussion. However when they make a mistake there is no issue. Also tell lies in emails and events that didn’t happen or are not factually. Just horrible organisation which the government have put together which deal with people who are vulnerable!!

They simply do not know what they are doing. Questions asked with no answers. Stock replies. Very much like TaskBot. Have had to initiate a complaint.

This organisation has not implemented the requirements of the improvements as suggested by the Commons Select Committee in 2019. My Medical Practice made a clerical error in my absence. The NHS BSA point blank refused to withdraw the PCN despite my practice admitting liability. It took my Practice Manager 7 weeks and repeated attempts between us, before the PCN was finally withdrawn. As the Commons Select Committee concluded their operational practices are not fit for purpose. This is yet another scandal waiting to break - after the recent Post Office and Rail Fare Prosecutions. This is crying out for a Lawyer with sufficient time to take them on - innocent patients are being unfairly penalised by a system that presumes guilt, rather than innocence.

Would rate no stats if possible.
I won't bore with my individual case suffice to say, when I made a reasonable representation why I didn't know the difference in their ridiculous ESA award system, all I got was template replies, even after asking for a review, which was replied to first thing the next morning, hardly a review!
Currently taking the complaint path, but they are purposely ignoring it so they can cause trouble by saying you haven't paid and increasing their invoice for money.
Every last one should be sacked, useless.
The fines should be scrapped, all you need is a requirement to bring proof of entitlement when you get your prescription, simple.

I have been reading other people's bad experiences dealing with NHSBSA and empathize with their plight.

Basically, I'm in receipt of Pension Credit and was informed by a CAB advisor that I would be entitled to free dental treatment. At the time I wasn't aware that Pension Credit is a two tier benefit. I later learnt that there is Pensions Savings Credit, which gives claimant access to free prescriptions and a periodic eye test only. Whereas, Guaranteed Pension Credit, gives the claimant access to free prescriptions, a periodic eye test, dental treatment and more recently the Winter Fuel Payment.

My nightmare started when I incorrectly ticked the wrong box and ended up with 3 x £100.00 penalty charges + one £50.00 surcharge for the late payment of the 3rd notice. This was in addition to the dental charges which came to several hundred pounds. I phoned them several times and tried to explain my mistake and on several occasions my calls were transferred to an automated survey feedback service.

On the NHSBSA documentation there is a warning "inappropriate words will result in the call being terminated." Inappropriate words appear to include "I didn't understand" and "your colleague told me to cancel my standing orders". In desperation I contacted my dental surgery and they asked for immediate payment of all dental fees. Over 2 visits my wife and I paid the dental practice for all my treatment.

Being fair to the practice manager, she wrote to NHSBSA and informed them that all my fees had been paid in full. She was extremely disappointed with their evaisive response and so I'm currently paying for all my dental treatment twice as I had to set up 3 standing orders to spread the expense of the penalty charges and dental fees.

I find that NHSBSA is a toxic culture, whereas the call handlers are frightened of their own shadows and apply "the use of inappropriate words" devisively to their full advantage. They all should be ashamed of themselves the way they disrespect elderly people.

I also took advice from the Westminster CAB and they gave me 2 advocacy contact numbers. So I prepared my statement together with supporting documentation and forwarded them to both agencies, only to be told by both that my case was too complex. Even Age UK were absolutely hopeless. Therefore, now I will seek legal advice via my local CAB and hopefully have my case refered to the ombudsman to resolve this nightmare!!

Absolutely disgusting. Completely insidious rules/organisation, capitalising on people's confusion and mistakes to inflate a huge fine beyond reasonable amounts. Absolutely no sympathy, patience or understanding from at staff member.
This makes me absolutely ashamed of our country. So many NHS workers work so hard and do such a great job, and this organisation shames them.

NHSBSA ripping me off for a prepayment prescription that I didn't know had lapsed.
They are issuing me multiple fines, even though I have spent £115 on purchasing a new prepayment prescription and have paid the first fine.
They've just issued me another PCN and they will continue doing it over and over again.
They should request the funds of the prepayment prescription that you have missed and just one fine, when you have made just one mistake.
NOT issue you fine after fine after fine.
It's like, unknowingly walking out with a bag of shopping.
NHSBCA are repeatedly fining you for every item within that shopping bag over and over and over and over and over again.
They are charlatans and they can take me to court where I WILL win.
Scammers

SBS submitted incorrect information about my pay to HMRC for 2 tax years, they have still not corrected this 17 months later. Shocking customer service with them not believing me that they had made an error for months.

Just accepting that I have to pay the penalty change notice, because they will not have any discussion otherwise and their departments won't talk to each other. Despite having evidence on my bank account app that a direct debit was set up, I was told it never happened. Then gaslit by being told it's my fault for not checking that payments were coming out each month for a prepayment certificate, despite there being no notice of any DD cancellation. The woman I spoke to definitely attempted to make me feel like a fraud.

I am absolutely discusted in these theives and that's all they are, I set up a D/D to pay each month so I would not have to worry, HOW WRONG COULD I OF BEEN!.
due to swapping D/D from one account to another, their system kicked my D/D OFF THE SYSTEM I had no idea of this until a PCN arrived, (oh and this is not the first time their system cancelled my D/D without me knowing about it!) 1st time paid the prescription charges set up a new D/D all sorted.
THIS TIME HOWEVER... spoke to a complete lazy, could not be bothered young man, who apparently could not set up a new direct debit, 5 mins later however suddenly could but qoute "it would be easier if you did it online" begrudgingly he set the new D/D up, I then asked to pay for the script in question now, which on the previous occassion a year ago wasn't a problem, " NO sorry you have to call a different department" then hung up.
next call taker rude arrogant and down right jobsworth, had zero interest in helping me, had to pay the £128 fine, what do you know 3 days later walk in from work and here's another one same as last week, next call im going to cancel it and just pay over the counter, it's obvious to me this is their way of getting back the money you save!!!!!!!!!
someone needs to make their whole department unemployed and start with people who care and actually know what they are doing! now I apparently cant pay or call and pay for this script I have to wait for the next PCN to arrive and pay that! ABSOLUTE BUNCH OF THEIVING ..........................
It's now in the hands of the complaints team I WILL NOT BE HOLDING MY BREATH FOR A NORMAL CARING HUMAN TO LOOK INTO IT AND SEE IT'S THEIR SYSTEM AT FAULT!

Not one for saying this cliche, however, "if could give no stars I would". Going through horrendous circumstances at present having to deal with NHSBSA has pushed me over the edge. Not easy. Was told over was all sorted now today received letter to pay an extortionate amount. Challenged it online, not clear no clue. Absolute p*ss takers, not sure how they get away with it?????

Operate like old school parking enforcement and collectors.

No appeals process for genuine mistakes....computer says 'No" pay up now or pay more rolling penalties

Do not under any circumstances get a pre payment certificate of these bunch of con artists! When it is shown - proven factual that someone is entitled to free prescriptions- this organisation refuses point blank to cancel any contract - sooner the nhs is run by people and not these snake oil salesman the better!

Thanks for pushing me right over the edge. Good one. Hope you're happy.