Please confirm the following for the Employer Helpline, the Scheme Member Helpline and the Pensions Online Helpdesk for the period 1st January 2022 to 31st March 2022 inclusive on a month by month basis:
Total Calls Received
Longest Waiting Time
Shortest Waiting Time
Average Waiting Time
Total Abandoned Calls
Total number of "Complaints" received regarding the above Helpline service(s
I am writing to advise you that the information you requested is not held by the NHS Business Services Authority.
The way which we record complaints has changed. As such, the way in which we capture, record, and categorise no longer allows us to identify which channel the complaint was received, or which channel the complaint was in reference to. Complaints are now categorised more generally relating to the main subject of the complaint.
Questions 1 – 5
A copy of the information is attached. Please note that the Pensions Online (POL) Helpline is now part of the employer helpline, so the majority of the figures are the same across both lines. The total calls received differs, however, as wait times are counted at the level which the caller selects. POL exists as a sub-option when calling the employer helpline. The POL count for calls received is counted separately, but these are also included in the figure for the employer helpline.
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