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Feedback, escalation and complaints

Your experience matters and all feedback is used as part of continuous service improvements.


You can provide your feedback using the self service portal

The NSD values our relationship with you and is committed to providing excellent service and support.

Escalations or complaints

To get a ticket resolved quicker (an escalation) you must have your ticket reference number.

Phone the NSD on 0818 300 300 and select option 2.

You will be asked to provide the reason for the escalation. NSD will check the original call and follow a process.

The support analyst may record your call as a complaint. This is not to be viewed as a negative action. Genuine complaints help us improve our support service.

Timelines for calls to the service desk

Priority Number

Response within

Ticket examples


4 hours

National system down, network down in a hospital campus, suspected virus attack


8 hours

A&E printer fault, major system unavailable


1 week

Printer fault, email access unavailable


2 weeks

New user or email account setup, software install, new printer install


3 weeks

Update browser, restore a file, calendar access

Contact the National Service Desk (NSD)

Phone the NSD on 0818 300 300 or use NSD self-service

Page last reviewed: 20/11/2020
Next review due: 20/11/2023