NHS Business Services Authority

Miss A complained that following a dental appointment she received a Penalty Notice Charge (“PNC”) from NHS Business Services Authority (“the Authority”) in July 2024. Miss A said that the claim to the Authority was submitted because of an error made by her dental practice.

The Ombudsman decided that Miss A had received a PNC in July 2024 and again in January 2025 because of her dental practice’s error. There was a delay in resolving the issue and therefore Miss A received 2 PNCs through no fault of her own.

The Ombudsman sought and gained the Authority’s agreement to offer Miss A financial redress of £50.00 for the distress and frustration caused, within 2 weeks.