FOI-03207

Thank you for your request for information about the following: 

##Request

<p><i>‘Please provide details of :-</i></p>

<p><i>The total number of complaints made to NHS Pension Service since 1st January 2024?</i></p>

<p><i>Average time scale to make initial response?</i></p>

<p><i>Average timescale to complete investigation?</i></p>

<p><i>Email address for CEO?’</i></p>

##[On 2 October 2025 we sent you the following clarification request] 

Can you please clarify if you require data for all complaints, or a specific stage of the complaints process?  

When referring to “complaints” within NHS Pensions this usually relates to the early resolution process mentioned on the website on the following link: https://www.nhsbsa.nhs.uk/member-hub/contact-nhs-pensions-members   

However, the Pension scheme also has a Formal 2 Stage Complaints process, the Disputes Resolution Procedure. Do you require information on Early Resolution “Complaints” or do you also require information on “Formal Complaints”?  

Can you please clarify what is meant by ‘initial response’? All complaints are acknowledged when they are registered, however, there is not an ‘initial response’ as such as part of the process.

##[On 2 October 2025 you clarified your request as follows] 

<p><i>The total number of all complaints, no particular stage?</i></p>

<p><i>As stated above the total number of all complaints, nothing more.</i></p>

<p><i>I accept that there is not an official response, but please clarify how 'acknowledgement' is made?</i></p>

<p><i>As stated in my original request, I require details of investigation timescale?</i></p>

The NHS Business Services Authority (NHSBSA) received your request on 22 September 2025, with clarification received on 2 October 2025. 

We have handled your request under the Freedom of Information Act 2000 (FOIA). 

##Our response 

I can confirm that the NHSBSA holds the information you have requested. 

##Question 1 - The total number of complaints made to NHS Pension Service since 1st January 2024? 

The volume of complaints received since 01 January 2024 is 9,137.  

##Question 2 - Average timescale to complete investigation? 

The average calendar days elapsed between date of receipt and date of completion is 67 days. 

This may include time for further information to be requested, both internally or externally, which may be needed to provide a full response to the complaint. 

If a complaint case is still ongoing, and yet to be completed, the number of elapsed days is calculated from date of receipt to the 14 October 2025 (the date we ran the data). 

##Question 3 - I accept that there is not an official response, but please clarify how 'acknowledgement' is made? 

For Early Resolution and Stage 1 Formal complaints, an acknowledgement is sent either by letter, text message or email.  

High-level correspondence is acknowledged by letter attached to an email. Cases from pension customer hub will be acknowledged by text message or email, and cases that has come in directly from a member will be acknowledged by text message or email.  

We acknowledge requests by text message where possible, however, if we do not have a mobile number, we use email and if we don’t have either we use postal service. 

For Stage 2 Formal complaints, there is a formal acknowledgement letter either emailed or posted to the complainant depending on how they sent in their request. Anything emailed to the Technical Consultancy Team (TCT) referrals email account is auto acknowledged. 

##Question 4 - Email address for CEO? 

Michael Brodie, the CEO, can be contacted at <a href=mailto:ceo@nhsbsa.nhs.uk>ceo@nhsbsa.nhs.uk</a>.

##Data Queries 

Please contact <a href=mailto:foirequests@nhsbsa.nhs.uk>foirequests@nhsbsa.nhs.uk</a> ensuring you quote the above reference if you have any specific questions regarding this response; or, if you feel you may be misunderstanding or misinterpreting the information; or, if you plan on publishing the data. 

##Reusing the data and copyright 

If you plan on producing a press or broadcast story based upon the data please contact <a href=mailto:communicationsteam@nhsbsa.nhs.uk>communicationsteam@nhsbsa.nhs.uk</a>. This is important to ensure that the figures are not misunderstood or misrepresented. 

The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988 and is subject to NHSBSA copyright. This information is licenced under the terms of the Open Government Licence detailed at: 

http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/  

Should you wish to re-use the information you must include the following statement: “NHSBSA Copyright 2025”. Failure to do so is a breach of the terms of the licence. 

Information you receive which is not subject to NHSBSA Copyright continues to be protected by the copyright of the person, or organisation, from which the information originated. Please obtain their permission before reproducing any third party (non NHSBSA Copyright) information. 

Tags: Complaints, NHS Pensions
Organization: Freedom of Information Disclosure Log