Item Welcome to the NHS Business Services Authority Knowledge Base, the place to ask us anything you need to know

Document How do I make a complaint regarding a dental Penalty Charge Notice (PCN)?

An overview of the NHSBSA complaints procedure and how to make a complaint is available on our website.

If you behave unreasonably

In a very small number of cases people can pursue their complaints in a way that we consider unreasonable.

Where necessary, we will take action to protect the wellbeing of our staff and the integrity of our complaints process.

The NHSBSA will not tolerate deceitful, abusive, offensive, threatening or other forms of unacceptable behaviour.

Anyone who continues to display these types of behaviours may be put under certain restrictions by the NHSBSA during or after the complaints process. These can include:

  • telephone calls restricted to specified days and limited times
  • contact limited to one form only (for example, a maximum of 1 letter per week)
  • contact required to take place with one named member of staff
  • an agreement about future behaviour before the complaint is progressed
  • contact managed with the help of an independent advocate.
If someone continues to behave unreasonably, despite restrictions being in place, the NHSBSA may decide to terminate contact with them and discontinue any further investigation into their complaint. Only the NHSBSA Chief Executive can designate a complaint as unreasonable in line with this policy.

See also...