Complaints data

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.

 

Firm name: NS&I

Period covered in this report: 1 April 2017 – 30 September 2017

Number of complaints opened by volume of business
 

Product /

Service grouping

 

 

 

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 0.20 N/A 9,423 9,405 74.84% 24.93% 58.19% General Admin/Customer Service
Home Finance

 

N/A N/A N/A N/A N/A N/A N/A N/A
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
Investments

 

N/A N/A N/A N/A N/A N/A N/A N/A
Credit related

 

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.

  1. Less than one complaint was opened per 1,000 accounts (holdings) held
  2. The total number of holdings at NS&I as at 30 September 2017 was 47,522,520. 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.
  3. Details of complaints data published by the Financial Ombudsman Service (FOS) can be found here:

http://www.financial-ombudsman.org.uk/PUBLICATIONS/complaints-data.html


Historic data