Thank you for your request for information about the following:
‘Please confirm the following for the Employer Helpline, the Scheme Member Helpline and the Pensions Online Helpdesk for the period 1st July 2022 to 30th September 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)’
Please provide the information in the same format as FOI 26564’
Your request was received on 3 October 2022, and I am dealing with it under the terms of the Freedom of Information Act 2000.
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.
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If you plan on producing a press or broadcast story based upon the data please contact firstname.lastname@example.org. This is important to ensure that the figures are not misunderstood or misrepresented.
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.