How we operate

For more information about current NS&I products please see our consumer site.

Consumer site

For more information about 65+ Bonds (which were withdrawn from sale at close of business on 15 May 2015) please see our FAQ.

65+ Bonds FAQ

How we set our interest rates

We set our rates to act transparently and balance the interests of three groups:

  • our customers – offering them a fair rate;
  • taxpayers – with our remit to raise cost-effective financing for government;
  • the wider financial services sector – supporting stability.

Customer service

NS&I held Charter Mark accreditation from 1997 – an independent award for service quality within the public sector. In 2009, Charter Mark was replaced by Customer Service Excellence Standard, and was achieved by NS&I at the first assessment. We were successfully re-accredited in 2014.

We are among the first organisations to be awarded the Contact Centre Association (CCA) Global Standard© Version 6. This new version of the established standard places a greater emphasis on employee engagement, wellbeing and development, as well as assessing whether we are maintaining excellent customer service through our call centres.

Our website,, was named as the best central government website in the UK in 2016 for content written in plain English. In the Central Government agency report, NS&I came top of the 2016 rankings. It scored very highly in the readability index compared to its peers, but also distinguished itself in a handful of other key areas to secure its place at the top.

NS&I has held ISO14001 accreditation since 2007. We were delighted to achieve 100% compliance with the ISO14001 standard for our Environmental Management System in 2015-16.


cseweb cca-certification-2013 logo-celent-model-bank

Read more about our awards