You can speak to our dedicated team directly. They will aim to resolve your complaint promptly and are happy to help.

Call them free from the UK on

0800 092 1286

Complain in writing

Customer Service Team,
NS&I, Glasgow, G58 1SB

More information about complaints at NS&I

Find out more

Complaints performance data

We are committed to fairness and transparency across our business. We regularly publish information about our performance, including complaints data.

The following data refers to complaints recorded about NS&I between 1 April 2017 – 30 September 2017.

Complaints performance data
Product / Service grouping Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints 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 0.2 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

Some context around these figures can be found below:

  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 online. Financial Ombudsman Service complaints data

How do I make a complaint about NS&I?