Who we are

NS&I is one of the largest savings organisations in the UK with 25 million customers and £147 billion invested. NS&I is both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back over 150 years to 1861.

When customers invest in NS&I products, they are lending to the Government. In return the Government pays interest or prizes for Premium Bonds. We offer 100% security on all deposits.

In 2015 we completed our long-term programme to become a 100% direct business – online, by phone and by post.

Our vision

Service, Value and Trust

Our mission

To help reduce the cost to the taxpayer of government borrowing now and in the future.

Our values

Security, integrity, straightforwardness, human touch

Our values are at the heart of everything we do:

  • Security: we offer 100% security, backed by HM Treasury.
  • Integrity: we are honest and responsible in everything that we do and say.
  • Straightforwardness: we always use clear, everyday language that is easy to understand.
  • Delivered with a human touch, pace and confidence: we treat our customers as individuals, recognise their needs and act on their behalf decisively and professionally.

Operating framework

We aim to balance the interests of our savers by offering a fair rate; the taxpayer by delivering long-term cost-effective finance; and the stability of the broader financial services sector by acting transparently and maintaining an appropriate competitive position.

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, nsandi.com, 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.

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Read more about our awards