If you have received a letter, email, or text message from us about an NHS-related balance, you can use this page to check your reference, understand what the balance relates to, make a secure payment, or contact us if you believe something is wrong.
Not every NHS-related balance is a penalty or fine. In some cases, the NHS Business Services Authority may simply be seeking to recover the original prescription, dental, or treatment charge that should have been paid.
We understand that unexpected charges can be worrying. Our role is to help you deal with the balance clearly, securely, and fairly.
Working with NHS Business Services Authority
We are authorised by the NHS Business Services Authority, also known as NHSBSA, to recover outstanding balances on their behalf.
These balances may include:
- NHS prescription charges that were due but not paid
- NHS Penalty Charge Notices
- NHS dental treatment charges
- NHS Student Bursary overpayments
- NHS Social Work Bursary overpayments
- NHS Pension overpayments
- NHS Injury Benefit Scheme overpayments
- Prescription Prepayment Certificate balances
- Other NHSBSA-administered invoices or overpayments
The NHSBSA explains that Penalty Charge Notices may be issued where someone incorrectly claims free NHS prescriptions, free NHS dental treatment, or reduced-cost NHS dental treatment.
Prescription charge recovery
Some people are contacted because an NHS prescription charge was due but was not paid at the time.
This does not always mean you have been fined. In some cases, the balance may simply relate to the original prescription charge or another NHS charge that NHSBSA believes should have been paid.
This can include certain prescriptions or follow-on medication where normal NHS prescription charge rules apply.
Medication given to NHS hospital inpatients is normally free, but NHS prescription charge rules may apply in other situations, such as outpatient prescriptions, follow-on prescriptions, or prescriptions arranged after discharge. NHS guidance states that medicines prescribed or given to hospital inpatients are always free, while prescription charges can apply to other NHS prescription items in England.
NHS Penalty Charge Notices
You may receive an NHS Penalty Charge Notice, enquiry letter, or payment request if NHSBSA believes you incorrectly claimed, or did not pay a charge that was due for:
- Free NHS prescriptions
- Free NHS dental treatment
- Reduced-cost NHS dental treatment
- An exemption you were not entitled to use at the time
- NHS prescription charges that were due but not paid, including certain outpatient, follow-on, or post-discharge prescriptions
If a Penalty Charge Notice has been issued, the balance may include the original NHS prescription or dental treatment charge plus an additional penalty charge. NHSBSA says the penalty charge is calculated as five times the original amount owed, up to a maximum of £100. If no payment is made within 28 days of the Penalty Charge Notice being issued, a surcharge may be added.
A full breakdown of the balance will be shown in the letter we have sent you.
NHS overpayments and other NHSBSA balances
We may also contact you about NHS-related overpayments or other balances, including:
- NHS Student Bursary overpayments
- NHS Social Work Bursary overpayments
- NHS Pension overpayments
- NHS Injury Benefit Scheme overpayments
- Prescription Prepayment Certificate balances
- NHSBSA invoice balances
- Other NHSBSA-administered repayment accounts
NHSBSA’s own payment service lists several repayment types, including student bursary overpayments, social work bursary overpayments, prescription prepayment certificate balances, NHS pension overpayments, NHS injury benefit overpayments, and other NHSBSA invoices.
If you believe the balance is wrong
If you believe the charge, Penalty Charge Notice, or overpayment was issued in error, please contact us as soon as possible.
You should also contact us if:
- You believe the prescription or treatment should have been free
- You had a valid exemption certificate
- You had a valid Prescription Prepayment Certificate
- You had already paid
- You already challenged the charge
- You received the letter by mistake
- The balance relates to someone else
- The amount shown does not look correct
- You believe the medication was supplied in a way that should not have been charged
NHSBSA says you may be able to challenge a Penalty Charge Notice if you were entitled to free NHS prescriptions, free or reduced-cost NHS dental treatment, or had a valid Prescription Prepayment Certificate at the time. NHSBSA also says a challenge may be possible where there is an exceptional reason and the person can show they did not act wrongfully or without care.
You may be asked to provide evidence, such as:
- Proof of entitlement to free prescriptions
- Proof of entitlement to free or reduced-cost dental treatment
- A valid exemption certificate
- A valid Prescription Prepayment Certificate
- Evidence that a payment has already been made
- Relevant NHSBSA correspondence
- Evidence relating to an overpayment dispute
- Evidence about hospital, outpatient, discharge, or follow-on medication
Pay safely
Only make payments through our official website or using the payment details shown in our correspondence.
We will never ask you to send full card details by text message, email, or social media.
If you are unsure whether a message is genuine, contact us before making a payment.
