NS&I Corporate Site

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

0800 092 1286

Customer Service Team,
NS&I, Sunderland, SR43 2SB

Find out more

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 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	0.35	N/A	16,970	17,967	26.35%	73.30%	51.57%	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 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.
Details of complaints data published by the Financial Ombudsman Service (FOS) can be found here: Financial Ombudsman Service complaints data