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.

 

NS&I complaints data, six months (1 October 2016 – 31 March 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 7.71

 

N/A 6,162 6,064 77.94% 21.88% 61.81% 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.

  • 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:

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


Historic data