1. Does the NHSBSA have a duty to respond to correspondence that is not vexatious or frivolous?

Information regarding the process for each type of correspondence, eg enquiry, complaint, appeal, media, FoIA etc, is explained on the NHSBSA website – please see answer to question 9 below.

2. Under what circumstances can NHSBSA department refuse to respond to correspondence?

Information regarding the process for each type of correspondence, eg enquiry, complaint, appeal, media, FoIA etc, is explained on the NHSBSA website – please see answer to question 9 below.

3. If correspondence is not to be responded to, does the NHSBSA have a duty to explain the reason?

Information regarding the process for each type of correspondence, eg enquiry, complaint, appeal, media, FoIA etc, is explained on the NHSBSA website – please see answer to question 9 below.

4. If the refusal is unreasonable, with whom can the objection be raised?

Information regarding the process for each type of correspondence, eg enquiry, complaint, appeal, media, FoIA etc, is explained on the NHSBSA website – please see answer to question 9 below.

5. Should every relevant issue that is raised in correspondence be investigated and responded to?

In accordance with section 1 of the Act, this information cannot be provided as it is not held by NHSBSA.

6. Should every relevant issue that is raised in a new complaint be investigated and responded to?

In accordance with section 1 of the Act, this information cannot be provided as it is not held by NHSBSA.

7. Is the failure to respond to/acknowledge correspondence about a relevant issue an act of maladministration?

The Act provides a right of access to information held by a public authority at the time a request is made. It does not require that new information is generated in response to a request. We have determined that your question is a request for an opinion not formed at the time your enquiry was received. As such, and in accordance with section 1 of the Act, this information cannot be provided as it is not held by NHSBSA.

8. Is the failure to give reasons for non-response/acknowledgement of correspondence about a relevant issue an act of maladministration?

The Act provides a right of access to information held by a public authority at the time a request is made. It does not require that new information is generated in response to a request. We have determined that your question is a request for an opinion not formed at the time your enquiry was received. As such, and in accordance with section 1 of the Act, this information cannot be provided as it is not held by NHSBSA.

9. Provide a copy or link to any relevant policy documents.

All processes relating to customer contact and correspondence, plus the policies that govern these processes, are publicly available on the NHSBSA website. Please see https://www.nhsbsa.nhs.uk/ and click on the ‘contact us’ option at the bottom of the page.

10. How many correspondents, last financial year, have not been formally not responded to?

In accordance with section 1 of the Act, this information cannot be provided as it is not held by NHSBSA.

Please note that this request and our response is published on our Freedom of Information disclosure log at: https://opendata.nhsbsa.net/dataset/foi-27628

If you have any queries regarding the data provided, or if you plan on publishing the data, please contact nhsbsa.foirequests@nhsbsa.nhs.uk 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.