sbs.nhs.uk Avis 

Only 1 star as zero is not an option. Wrong pay caused large tax bill. Unable to contact and backlog at HMRC means I have debt collectors calling time for a tax bill myself and accountant knows to be wrong. Incompetent on another level.

Every time I have spoken to this company I am astounded at the absolute lack of competence they have. They either don’t call you when they say they will, don’t answer your questions and send a blanket answer or don’t respond at all. The move from our payroll team in our trust to this shambles company is an absolute joke.

Withholding my monthly salary due to over taxation and paying it back weekly in small amounts due to their own error, unwilling to correct it as covering up their mistakes. Horrendous to get through to on the phone. Online self service portal, sometimes respond with one sentence which is unhelpful and doesn’t resolve any issues. They don’t care and make no effort to help.

I was a nurse and unfortunately my trust payroll went through SBS. They are appalling to deal with. Issues include
- Their reluctance to help or support despite issues caused by themselves
- Their refusals to supply an email address or name for escalation of any issue
- Customer services either unable to answer query or give wrong information - also do not call back when say they will do
- Hold wait times unacceptably long
Overall poorly run and managed, employees are incompetent or lazy (or both) and they are best avoided.

I was on a call for over 44 mins this morning. The call taker was more intent in disconnecting the call and not to help the customers. Since it was the first call, there was no call reference number available and that is the first question that is asked. "Can I have the call reference number". This is absurd and to hang up even before I could explain the nature of the call

It is impossible to deal with this company to get invoices paid. Kept on hold for over an hour and still don't get anywhere and they never respond to emails.

Suppliers constantly hold us to ransom over extremely overdue invoices which are in their hands.
Not ideal when you work for NHS maintenance which relies on constant supply, to be put on hold all the time while waiting for SBS to catch up on backlog.

One star is too many for this service. I worked for the Royal Marsden Hospital for one year on the bank, and paid in pension contributions. For the last four months I have been working to reclaim those pension contributions. Without my action, after 2 years they are no longer reclaimable (needless to say, nobody tells you this, you have to be proactive). I've called SBS more times than I can count. Usually, after asking for lots of references and numbers, they say that they can't tell me anything, I can't speak to anybody who does know anything, but somebody will definitely call me back within 48 hours. Nobody ever calls back. Once my RF12 form was received by SBS I was been told that the refund was due within 6 weeks, 9 weeks, 8-10 weeks, and finally 8 weeks (depending whom I spoke with). It is one week since that 8 week period has elapsed, no refund. As I no longer work for RMH, I'm not on ESR, have no nhs email, and don't really have any recourse other than ringing the SBS number and not getting any resolution. There should be a special name for the brand of frustration and helplessness of being at the mercy of a large outsourcing company whose service routes are kafka-esque, as well as ineffective to put it nicely. It really pains me that a private company is profiting from making it so hard for an NHS worker to claim money they are owed.

I don’t even want to give SBS 1 star.
I’m an NHS worker and have had a horrendous time dealing with this company. They actually severely miscalculated my wages and I was underpaid for 6 months as they kept putting me on an incorrect tax code from September 2021 through to February 2022, even after HMRC had e-mailed them repeatedly and I had called multiple times each month regarding the matter. In February 2022 I finally received my tax rebate only to have it taken away from me by yet another miscalculation on SBS’s part this month where they have taxed my rebate at 50% for NO reason whatsoever! Appalling service, the staff are incredibly rude and lie to you about what’s happening with your wage slip to cover their mistakes rather than admit to error and correct the issue.

Worst service ever. There is no access to any of the services and zero professionalism. I wish the Trust stops using this company.

It is not possible to find someone to talk with on the phone.
They did not solve my case.
It is obvious that they did not even read what I wrote to them and the attachments I sent.
I am underpaid and they did nothing to solve my issue.

It is impossible to talk with someone on the phone. I was waiting for hours.
I received an email that my case was resolved, but the email per se did not provide details. The SBS website did not provide info as well. I was only able to see that my case is resolved.
However, I did not receive any money (I got underpaid).
Looking again at the email, I realised that I need to click on a link (egress.com) to read the "secure email" regarding my case. I clicked and I was prompted to create an "egress" account. I tried, but it did not work.
I was not informed that I will need an egress account when I created the ticket for my case.
So much hassle to get informed about the resolution of my case, and finally, it did not work.
Disrespectful and unprofessional.