Thank you for your request for information about the following:

Request

‘Please confirm with evidence your issue times for a CETV for members whose pension is in payment and have paid £405 for the CETV which according to your own website should be issued within six weeks.

How many members have received a refund due to your failure to issue a CETV within six weeks since Jan 2024 and where are is the link to request this refund?’

The NHS Business Services Authority (NHSBSA) received your request on 20 April 2026.

We have handled your request under the Freedom of Information Act 2000 (FOIA).

Our response

Please confirm with evidence your issue times for a CETV for members whose pension is in payment and have paid £405 for the CETV which according to your own website should be issued within six weeks.

Pensioners (members already in receipt of their pension payments) must pay the standard fee of £405 for us to generate a CETV. This is because there is no legal requirement to provide a CETV to members already in receipt of their pension benefits.

The £405 fee covers the administrative cost of the calculation and doesn't cover an expedited service. As such, we cannot refund this fee regardless of how long the process of generating a CETV takes.

For active members not yet in receipt of their pension payments, we are legally required to provide one free CETV calculation annually. A fee only applies for this if a member requests their CETV to be expedited and delivered within a six-week timeframe. If an active member pays for the fast-track service and the CETV is not delivered within these timescales, an active member may be eligible for a refund of that fee.

Please refer to the attached document which sets out further details regarding CETV.

How many members have received a refund due to your failure to issue a CETV within six weeks since Jan 2024 and where are is the link to request this refund?

Since January 2024, there have been 262 CETV refunds issued, however we cannot confirm whether these refunds were issued in due to a delay in providing the CETV.

Data Queries

Please contact foirequests@nhsbsa.nhs.uk 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.

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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 2026”. Failure to do so is a breach of the terms of the licence.

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