Complaints procedure for financial advisers

We will always aim to respond to your queries promptly and accurately. However if you are unhappy with the way we have handled your enquiry, we have a procedure designed to resolve your complaint fairly.

Complaints on behalf of a client

This could include problems encountered with an investment application, withdrawal or valuation. Please write to us at the following address, including a recent Letter of Authority (less than three months old):

Customer Service Team
National Savings and Investments
Glasgow G58 1SB

We have a complaints procedure specifically for your clients if they wish to complain to us directly. Find out more about our customer complaints procedure on our main NS&I website.

Complaints regarding our service specifically to financial advisers, planners and paraplanners

This could include complaints about our policies and procedures. We suggest in the first instance that you view our Frequently Asked Questions which feature our responses to the most common queries that we receive from advisers, and some of the issues that they have encountered.

If you can’t find the information you are looking for, please email Andrew Pike, Head of Intermediary Relationships:

Alternatively, you can use the Make a complaint form on the Adviser Centre. Please do not include specific information about your clients’ accounts and investments on this form however, such as their holder’s number, name and address – please write to us instead and include a recent Letter of Authority.