NHS: Workplace Pensions
The question
To ask the Secretary of State for Health and Social Care, if he will make an assessment of the adequacy of waiting times for NHS Pension Scheme queries.
Answered by Karin Smyth
NHS Pension Scheme queries can be raised with the NHS Pension Scheme administrator, the NHS Business Services Authority (NHSBSA), and in the case of general practitioners (GPs), with Primary Care Support England (PCSE), who record GPs’ pensionable service and collect pension contributions.
The NHSBSA reported that in March 2025, for general queries, the average speed for a call to be answered was 173 seconds, and the average response time for emails was 0.6 days. Further information about processing times for payments, estimates, transfers, and general queries received in writing is available at the following link:
https://www.nhsbsa.nhs.uk/current-processing-times-nhs-pensions
The pension queries received by PCSE are often complex and could involve records of GP service over multiple years, and can require working with the GP and other parties to resolve. PCSE’s services are contracted to Capita Business Services Ltd under a contract held by NHS England. NHS England has governance in place to oversee the performance of that contract, which includes monitoring the handling of queries and complaints. There are governance arrangements in place involving NHS England, PCSE, and NHS Pensions, to oversee the end-to-end service and identify areas for further improvement.
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