We will always aim to deal with your savings and investments promptly and accurately. Sometimes we may make a mistake, but if we do, we’ll do our best to put things right quickly and without fuss.
If you are unhappy with the way we have handled your NS&I business, we have a procedure designed to resolve your complaint fairly for you. We aim to resolve a complaint to your satisfaction within eight weeks, but if you’re still not happy you can refer it to the independent Financial Ombudsman Service.
As part of our commitment to providing you with a high standard of service, this page explains our complaints process, lets you know what you need to do at each stage, and tells you what you can expect from us in return.
What happens next?
We will acknowledge your complaint within five working days and we’ll aim to fully resolve it for you within eight weeks. If you send your complaint to us by email, we’ll send your acknowledgement the same way. However, to protect your confidentiality, our full reply to you will be by post to your current registered address. Our complaints process ends when we send you our ‘final response’ letter.
Can I take it further if necessary?
If you are not satisfied with our final response, or we have not been able to resolve the problem within eight weeks, you can refer your complaint to the Financial Ombudsman Service, which provides consumers with a free, independent and confidential service to help settle disputes with financial services providers.
How do I do this?
You can contact the Financial Ombudsman Service from Monday to Friday between 8am and 8pm, and Saturday between 9am and 1pm, on 0300 123 9 123 (calls are charged at the same rate as 01 or 02 numbers on mobile phone tariffs) or 0800 023 4 567 (free from most landlines, but charges may apply if you call from a mobile phone). They will be happy to call you back if you’re worried about the cost of the call. They can also help you complete their complaint form. Or you can download a form from their website at www.financial-ombudsman.org.uk
Or write to them at Exchange Tower, London E14 9SR.
For your complaint to be considered by the Ombudsman, you must complete and return their form within six months of the date on our final response letter. The Financial Ombudsman Service will consider both sides of the case and decide what action should be taken.