Request

It is against the law to treat disabled people less favourably than other people, please supply the turnaround times for emails in your department at the relevant times so that this can be checked. For the avoidance of any doubt, this should be treated as a FOI request.

The above information is required in connection with complaints to third parties about this department, it's long term abysmal service to the public, it's belief that the law can be casually broken & it's refusal to offer a gesture to (name) reflect this.

Response

In line with the NHSBSA Complaints Policy, which is available online at https://www.nhsbsa.nhs.uk/contact-us/complaints our response timescales are as follows:

Informal complaint – response within 10 working days of receipt of complaint by the Customer Resolutions Team, and all relevant customer verification / authority information being completed.

Stage 1 formal complaint – acknowledgement of the complaint within 3 working days of receipt of complaint, full response within 25 working days of receipt.

Stage 2 formal complaint - acknowledgement of the complaint within 3 working days of receipt of complaint, full response within 15 working days of receipt

All of our customers are treated in the same way and follow the same timescales, where a response is required to answer any additional concerns. If a customer has been issued a final response to their complaint and has therefore exhausted our Complaints Policy, we will have informed them that they can approach the Parliamentary and Health Service Ombudsman and provided contact details. In such cases, we may not respond to further emails received.