We have an ethos of fairness and transparency. In view of this, and in line with other financial services organisations, we are publishing our complaints data.
NS&I complaints data, six months (1 October 2016 – 31 March 2017)
|Number of complaints opened by volume of business|
|Provision (at reporting period end date)||Intermediation (within the reporting period)||Number of complaints opened||Number of complains closed||Percentage closed within 3 days||Percentage closed after 3 days but within 8 weeks||Percentage upheld||Main cause of complaints opened|
|Banking and credit cards||7.71
|N/A||6,162||6,064||77.94%||21.88%||61.81%||General Admin/Customer Service|
|Insurance and pure protection||N/A||N/A||N/A||N/A||N/A||N/A||N/A||N/A|
|Decumulation and pensions||N/A||N/A||N/A||N/A||N/A||N/A||N/A||N/A|
To support our ethos of transparency, and to put the above figures into context, we are also providing the following information.
- 7.71 complaints were opened per 1,000 accounts (holdings)
- The total number of holdings at NS&I as at 31 March 2017 was 47,521,978. Examples of NS&I holdings include individual Savings Certificates, Direct ISA accounts, Direct Saver accounts and Premium Bonds. For Premium Bonds we deem all Bonds held under one holder’s number to be one holding.
- Details of complaints data published by the Financial Ombudsman Service (FOS) can be found here: