The NHS Business Services Authority (NHSBSA) is responsible for this service. A number of alternative contact methods are available.
Why we process your information
We may record the contact you make to our customer contact centre to:
- check for mistakes.
- train staff
- prevent, detect, investigate and prosecute fraud and other offences
- help plan and make improvements to NHS services
- to ensure colleagues and customers are kept safe
We do this in the interests of offering a good service to our customers and to protect public funds.
Telephone recordings
Sometimes, telephone calls may not be recorded if:
- there is a technical fault with the telephony system
- a call handler is using equipment which does not let calls be recorded
- you’ve been transferred to a different line or have not dialled an 0300 number
We may use Amazon Connect when you call our customer contact centre or choose to use Webchat. This helps:
- quickly answer common questions
- provide us with analysis information to help improve the service we provide
Social media
When you contact us, we will receive a copy of your social media profile, your direct messages with us and any public posts. These are stored within our social media contact tool called Sprout Social. For more information, please see https://sproutsocial.com/privacy-policy/. Any communication through a social media provider is handled in line with that provider’s privacy policy.
Transferring your information outside the UK
Sprout Social stores your personal data in the USA using the necessary legal safeguards. Your social media provider may store your personal data in many different countries. Please refer to your social media provider’s privacy policy for more detail.
For all other ways of contacting us, your information will not be transferred outside the UK.
Sharing your contact information
Your information may be shared with other organisations if they have a legal right to it.
If you send us a direct message using a social media platform, the information you provide to us will also be shared with the social media provider. For further details please refer to their privacy policy.
How long we keep your contact information.
We will retain non-social media contact records for up to 6 months after you contacted us. This ensures that any subsequent investigations can be completed.
For social media, your public posts will be deleted from Sprout Social when you delete them in your social media account. If you delete your social media account, your profile in Sprout Social will also be deleted and any Direct Messages anonymised.
Your rights
The information you provided will be managed as required by UK Data Protection law.
You have the right to receive a copy of the contact information we hold.
You have the right to request that the contact information be deleted if you believe we are processing it for longer than necessary.
Find out more about your rights and how we process information.
Last updated 19 August 2025