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
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 2022 to 30 September 2022.
| 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 | 0.26 | N/A | 12,511 | 11,145 | 50.24% | 49.55% | 51.75% | General Admin/Customer Service/ Other general admin |
| 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 |
To support our ethos of transparency, and to put the above figures into context, we are also providing the following information.
- Less than one complaint was opened per 1,000 accounts (holdings) held
- The total number of holdings at NS&I as at 30 September 2022 was 47,298,739. 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.
- Details of complaints data published by the Financial Ombudsman Service (FOS) can be found here: Financial Ombudsman Service complaints data