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, Sunderland, SR43 2SB

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 2023 to 30 September 2023.

Complaints performance data
Product / Service groupingProvision (at reporting period end date)Intermediation (within the reporting period)Number of complaints openedNumber of complaints closedPercentage closed within 3 daysPercentage closed after 3 days but within 8 weeksPercentage upheldMain cause of complaints opened
Banking and credit cards0.35N/A16,97017,96726.35%73.30%51.57%General Admin/Customer Service/ Other general admin
Home FinanceN/AN/AN/AN/AN/AN/AN/AN/A
Insurance and pure protectionN/AN/AN/AN/AN/AN/AN/AN/A
Decumulation and pensionsN/AN/AN/AN/AN/AN/AN/AN/A
Credit relatedN/AN/AN/AN/AN/AN/AN/AN/A

Historic complaints data

To support our ethos of transparency, and to put the above figures into context, we are also providing the following information.

  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 2023 was 48,327,334. 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 here: Financial Ombudsman Service complaints data

NS&I unreasonable customers policy

How do I make a complaint about NS&I?