Request

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:

1. Total Calls Received

2. Longest Waiting Time

3. Shortest Waiting Time

4. Average Waiting Time

5. Total Abandoned Calls

6. Total number of "Complaints" received regarding the above Helpline service(s

Response

Question 6

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.

Data Queries

If you have any queries regarding the data provided, or if you plan on publishing the data please contact nhsbsa.foirequests@nhs.net ensuring you quote the above reference. This is important to ensure that the figures are not misunderstood or misrepresented.

If you plan on producing a press or broadcast story based upon the data please contact nhsbsa.communicationsteam@nhs.net. 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 2022” This information is licenced under the terms of the Open Government Licence:

http://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/

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.