NHS Business Services Authority Reviews 

Each year I buy a prepayment certificate. Presently, now, to save money (money that incidentally I had paid towards with my National Insurance contributions).
The letter's that used to come to remind you to renew your certificate have stopped. I wonder where that money has gone? Where on earth would the Government have placed that money...?
So, now because my memory (medically) is not great, I forgot to renew it. Then they DID send me a letter. I was 2 months late. I renewed on the 16th of June 2025 certificate number 10150967284. I couldn't care less who sees my medical data. Why? Because I've done nothing wrong. I paid for a prescription I unlawfully stole from the state. Then I paid the whole amount for the year's pre-paid certificate. Since then, I keep receiving fines. The first, £19.80 (I can't remember the second amount but I paid it because its agro). Then today I get another fine of nearly £60. NHS can I ask? How much do you really, really want to steal off me and when is it going to stop?
One, you cannot back-bill. I paid in June 2025. It's now September.
Two, error. The person or rather the two people I have dealt with since June have been incompetent because they haven't done my certificate properly. That is not my fault or problem.
Three, it would appear you are trying to steal off me. Which of the three is it?
The man I spoke to yesterday today me a letter was sent to my old address. That is a lie. I live above my old address. I check the post of my old address every day. Furthermore he lied again and told me my certificate was dated in August. Categorically, I have it, it states June. So, to clear this up (as I'm used to this as everyone tries to rip me off was they have my medical data). Send me a subject assess request please? All the phone calls between you and I. I want them in written transcripts (as is my legal right I studied the system at university) I can then taken those transcripts to the chemist can compare them with their records to check what prescriptions I unlawfully took out on what date since April (it won't be many). Quite easily resolved, very easily sorted.
Seeing as my certificate has the date 16th of June on it and it's now September I presume you will stop terrorising me? It's called intimidation, bullying and discrimination. The Equality Act 2010-direct Discrimination. I'm not vulnerable you can't keep fining me and I won't keep paying it. Take me to court.

Totally white collar roberry, I paid more then £1000 after calling these so called managers even if am not guilty...
I do not have time to go to court to waste my time against these uneducated managers...disgusting behaviour from NHSBSA..

Pensioner not updated since April 2024, pay £1000 a month into it, ask for answers there isn't any, feeling hopeless and let down

Never worked for such a bad company in all my life, just about all the managers are bullies, if you're face doesn't fit they will find a way to get you out even if they have to make it up, I found that the management seems to be above the law with just about everything.

Company took a direct debit payment from a prepayment certificate after i had called to cancel it, Initial phone call took lace 16th June, 9 weeks later i am still waiting for the money to be returned.

They have charged my son despite him proving that he is a student with no income and has an HC2 exemption form which they should have back dated by at least one month as per their own guidelines. Distressing and a sad reflection of the NHS

Absolutely rude company. I have been a diabetic for almost 4 years and recently sent a letter saying i claimed a free prescription i wasn't entitled to. I have never neen issued with a exemption certificate yet or sent one, so why does it take them almost 4 years to suddenly tell me i need one? So i went to my GP filled a form in and suddenly i am sent a little card with a number and 5 year expiry. So my question was to them why now? And how am i to know what the expiry date was if I've never been issued one before? For almost 4 years? Trying to talk to someone was hard, she sounded like a 70 year old grandmother, didnt listen to what i was saying and kept repeating whatever is on her card to say in front of her. When i said i would be contesting the 19 pound charge and hundred odd quid she seemed even less interested in helping and then at end of the call when she asked if she could help with anything else hung up as i was still talking to her. I was not rude or angry with her, but she was totally unprofessional and didnt even say thank you for calling like i would expect. Suffice to say i will he contesting this BS as type 1 diabetics get free prescriptions!

The NHS Pensions service couldn't even answer a simple query.

Absolutely Disgusting Service I spoke to an Advisor this morning and he was unhelpful, surly, Ignorant and didn't care a damn. I've got stage 4 cancer, severe sleep Apnia, and other illnesses, I had Dental treatment and applied for free Dental Care, that was 10 months before they informed me that it's the wrong benefit and they want £419 from me. I haven't got it and struggling as it is, they should have notified me sooner I'd have suffered longer and not had a bill I cannot pay hanging over me. I'm really stressed now and I'll have a Court Order to my name. Their the lowest of the low these people without any empathy or understanding whatsoever.

Can't give zero. These are the worst department I have ever had to deal with. Granted ill health retirement in February and still am not in receipt of it. Calling weekly to be told it's a sub award and there is no timescale. Paid my pension for 30 years. Appauling service. No escalation. Can't speak to anyone senior. Just have to suck it up!

Below zero. A genuine mistake was recognised but in an email was told that they don’t accept genuine mistakes even though it was agreed that it was. No option to pay the prescription charge, just hit with £100 fine on top.
One lady wouldn’t let me speak. This really distressed me and she just kept talking over me as though I was a naughty child. I can see why it takes so long to get through to them with the zero tolerance talk at the beginning. That’s enough to wind you up before you get to a person. This ‘service’ needs to be totally reviewed as stated in the Penalty charge notices in health care report. Disgusting.

Disgusting poeple that don't care 😤 they don't care about how the customer is feeling i have learning difficulties,adhd and attitude stinks

If there was a possibility of minus I will do it. This is just a scam.

They are a money making service they would rather let you die and pay the penalty when you don’t understand their complicated process

I would prefer less than zero, very unprofessional and customer service absolutely not helpful at all.

I regularly receive repeat prescriptions being diabetic of which the surgery complete the paperwork when collecting. Received a letter stating that on a recent prescription the box had been ticked saying I was exempt on maternity grounds and I would have to pay for the prescription. I told them it was clearly a mistake by whoever filled the form in as I'm male and therefore not had any babies. No budging or common sense shown, just quite being quite insistent that I had to pay it and quoting loads of law. On top of that, I was told that because I was male and not had a baby they considered that abusive language!

To add to all that's said on here: I have never dealt with such an unprofessional 'service' in my life. Wrongly accused of not paying a prescription charge, despite my pharmacists fully confirming that I have and backing me all the way. Told that I am liable for a fine and refused to listen to anything I said or evidence provided. Caller was rude, arrogant, talked over me continuously and entirely unreasonable. He didn't introduce himself and I had to verify who he was before giving my details - I thought it was a scammer as his tone was so rude. These people should be investigated for appalling practice.
Update: I contacted my MP and the Guardian newspaper about my experience. As soon as the Guardian got involved the NHSBSA backed down, sending a 'statement' which totally contradicted all they had said to me before. This organisation is unprofessional and should be disbanded.

This service is simply gross. Badly communicated, a lack of empathy when dealing with ill people. This service treats us like criminals but guilty until proven innocent. I have spoken with several people via the awful website, that regularly goes nowhere, email and phone and not one made me feel like they were listening to me. They ignore important information, constantly quote laws and refuse to let you pay debts whilst at the same time putting charges on your debt due to them not helping. All this whilst dealing with people who are often seriously ill and suffer already with health anxiety and such mental health issues. This service is disgraceful.

Shocking behaviour! A year ago I was wrongfully accused of theft! Not paying for pre paymet certificates, not receiving one from them after paid for it either! When I showed them the evidence and the fact they owed me money as had actually paid twice for one lot of prescriptions I got an angry letter back saying it was my fault and I should check that the pharmacist in the Boots store should have done their job properly! As if! I have spoken to numerous people about this and they are doing this repeatedly to numerous people in the North East of England! Some people paying fines because they can't prove they had paid for it. It should be a criminal offence when people get scammed out of money in his way! There is no official body outside of the NHS to report this to either or oversee what they are doing. Another scandal like the Royal Maol one. Somebody please investigate what they are doing. There are more honest ways to get extra money out of people!

As other reviewers have commented, it's a pity that there isn't a zero star rating because NHSBA certainly don't even deserve one star!
My issue started last year when my NHS pension was reduced due to a change in tax code when I received my state pension. Long story (very long) short, I contacted one of their "agents" who assured me that any underpayment in NHS pension would be addressed and the NHSBA would issue a rebate. Just to confirm - rebate from NHSBA and NOT the HMRC. Since last August, I have made frequent phone calls to NHSBA, every time I am dealt with by someone working from home, every time I am given the same assurance - "Yes, we see you have a case and I will escalate this matter to the Team who will contact you within 3 to 4 working days"
Nothing heard. Ever. I submitted a formal complaint before Xmas and got a very dismissive response stating that HMRC were responsible for tax code changes - something I knew already! I appealed the outcome and received an e mail on 19 December assuring me that I would hear back within 40 working days.
Again - nothing. I have just emailed them again and received an apology and a promise that my issues are still being considered by a manager. Unless I hear back within the next week, I will escalate this to the Pensions Ombudsman.
I am appalled - but sadly not surprised - at the disgusting service received from this organisation. The problem seems to lie in the fact that the contacts are all people who are working from home, they all promise the same thing with no result! It's almost as if the process is designed to wear you down and eventually give up trying to get a solution. Clearly a lot of misinformation and I've had some really patronising emails treating me like a 9 year old who has no understanding of tax codes etc.
After working for the NHS for almost 30 years, this comes as no great shock - there is obviously a lack of care and urgency in handling complaints and the impression I get is that they just can't be bothered.
Just like the wider NHS - no interest and no accountability.