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Our online and phone service

About the service

Our secure online and phone service allows you to manage most of your accounts through our secure website or on the phone, at a time that’s convenient to you.

We do everything we can to keep your personal information and your money safe. That’s why we require our customers to register first before managing their money online and by phone.

Once you’ve registered, you can:

  • If you hold Premium Bonds, have your prizes paid direct to your bank account with notification by email

  • Apply for new investments, make deposits and cash in

  • Check your balance and transactions and get valuations online

  • Change your contact and security details

  • Give us instructions when your fixed term investment matures

  • Go paperless - we'll send you fewer letters or records by post. Simply view your statements and key documents online

Not all these services are currently available if you’re managing Bonds for a child, or anyone else under a power of attorney or as a deputy.

Do I need to register?

No, if:

  • you have an NS&I Direct ISA or Direct Saver – you’re already registered
  • you have recently applied, or are about to apply, for an NS&I account online or by phone – we’ll register you as part of your application
  • you’re not yet an NS&I customer

Yes, if:

  • you want to manage your existing NS&I accounts online or by phone and you haven’t already registered
Register now

Terms and conditions for the online and phone service

20 September 2012

  1. In these terms and conditions:
    1. "Director" means the Director of Savings;
    2. "electronic transfer" means payments by BACS, including under a standing order (unless the context requires otherwise);
    3. "NS&I" means National Savings and Investments; 
    4. "prospective user" means a person described in paragraph 3 who is entitled to become registered as a "registered user";
    5. "registered user" means a person who has registered to use the Service;
    6. "Service" means the telephone and internet services provided by NS&I for the purposes of purchasing and managing savings and investments as described in paragraph 4.
  2. For the purposes of these terms and conditions, any references to "we", "us" or "our" are references to the Director or those acting under the Director’s authority.
  3. We offer the opportunity to purchase and manage our savings and investments via the telephone and/or internet, and to opt to receive paperless documents. The Service is offered to customers and, where a customer lacks capacity or has created a valid Power of Attorney, a limited Service is offered to those entitled to manage their savings and investments (each a "prospective user"). To use the Service to both invest and manage their holding, a prospective user will need to register either by telephone or via the internet as part of their application to invest or they will need to complete a registration form (available from us or to download from our website) and return it to us for processing. Deputies and attorneys can only register to use the limited Service by completing the registration form and returning it to us for processing.
  4. If a prospective user registers as part of an application to purchase made over the internet, they will be asked to supply security information and choose a password. If the prospective user is an existing customer who has already registered to use the Service, they must use their existing security information and password to purchase and manage the relevant saving or investment (see also paragraph 7).
  5. If a prospective user registers as part of an application to purchase made by telephone, they will be asked to supply security information. After registration, we will send a temporary password to the registered user. Before the registered user can manage their savings and investments using the Service, they will need to change the temporary password to one of their own choosing. This temporary password will expire after 60 days so the registered user will need to change it before then. If they do not change their temporary password before it expires we will issue them with a new password when they next contact us. The new temporary password must be changed within 60 days.
  6. We will use the password and security information to verify the identity of the person seeking access to the Service. If for any reason a registered user wishes to change their security information or password they can do so via the internet, or by calling us. We may ask  for any change to be confirmed in writing.
  7. Registered users must take reasonable precautions to prevent unauthorised use of the Service. They should not disclose any information which will give access to the Service to anyone other than us. They should not record their password or security information in any way that may result in them becoming known to another person.
  8. Please note that after initial registration we will never contact registered users, or ask anyone to do so on our behalf, with a request to disclose security information in full. If a registered user receives any such request from anyone (even if they are using our name and logo and appear to be genuine) then it is likely to be fraudulent and security information should not be supplied under any circumstances. Registered users should report any such request to us immediately.
  9. The customer will be responsible for any instructions received by us between the time a registered user passes the security procedure until the time that registered user exits from the Service. Please note that this includes any input errors or instructions sent by someone other than the registered user, so registered users are asked not to leave the device they are using to access the Service unattended while logged on.
  10. Please note that we are entitled to repay savings and investments where instructions to cash in have been given through the Service, if particulars of the security information were correctly provided.
  11. If a registered user has reason to suspect that their security information and/or password have become known to a third party, they should immediately notify us by telephone. We may ask for this to be confirmed in writing.
  12. While we will make reasonable efforts to provide the Service, we will not be liable for any failure to provide the Service, in part or full, for any cause that is beyond our reasonable control. This includes, in particular, any  suspension of the Service resulting from maintenance and upgrades to our systems or the systems of any party used to provide the Service.
  13. We may, where we consider it is appropriate for the protection of customers, suspend, withdraw or restrict the use of the Service or any part of the Service. We will inform customers as soon as practicable if we take such action. We may also end the Service or any part of the Service at any time by giving registered users reasonable notice.
  14. Liability

  15. If a customer tells us that an application to cash in was not authorised, we will carry out an investigation.
    As soon as we are reasonably satisfied that the application to cash in was unauthorised, we will, subject to paragraph 15, refund the amount repaid and return any relevant holding to the position they would have been in if the unauthorised repayment had not taken place. This means that, in addition to the amount of the unauthorised repayment, we will refund any interest on the amount incorrectly paid but we will have no further liability.
  16. However, we will not give a refund if the customer has acted fraudulently.
  17. If a customer asks us to make a repayment by electronic transfer and, after a reasonable period has elapsed, the bank or building society to which repayment should have been made says that it did not receive the  repayment, we will, subject to paragraph 17 and 18, refund the amount of the repayment and return the relevant investment to the position it would have been in if the repayment had not been made.
  18. We will not make a refund pursuant to paragraph 16 if there was a mistake in any of the details contained in the instructions to cash in. In such circumstances, we will, however, make reasonable efforts to recover the funds for the customer.
  19. We will not make a refund pursuant to paragraph 16 if we can show that the repayment was in fact received by the bank or building society to which repayment should have been made.

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Register for the service

There are three easy ways to register for our online and phone service:

  • if you have recently applied, or are about to apply, for an NS&I account online or by phone – we’ll register you as part of your application

  • enter your details into our electronic registration form - then print, sign and post to us. Register now

  • call us for a paper registration form which we will send to you in the post

How registration works

  1. Complete, sign and return the registration form to us
  2. Once we have your form it will take a few days to carry out our security checks and set up your online and phone service
  3. We'll post you an NS&I number
  4. We'll post you a temporary password (unless you have already chosen one when applying for an investment online)
  5. You will need to change the temporary password to one of your own choice and give us some further security details

Only once you’ve got both your NS&I number and your password. You’ll still be able to make new investments by post while you’re waiting for the service to be set up.


We do everything we can to keep your financial information – and your money – safe. That’s why our online service has several levels of security:

  • you’ll need an NS&I number and a password to manage your savings and investments online or by phone

  • we may sometimes ask you to answer your chosen security questions

  • we may use an automated phone call to verify your identity for some online transactions


Using the service

For your security we ask you to provide your NS&I number and password to use our online and phone service.


Your NS&I number

When you register or invest with NS&I online or by phone, we'll send you an NS&I number by post. The NS&I number is an 11 digit number that is unique to you as a customer.

Your NS&I number is not the same as any account, customer or holder's numbers you may have. Once it's been issued, we'll quote it on letters we send you – it will start with 11, 21, 31 or 41. Keep your NS&I number to hand - you will need to provide it along with your password, every time you use our online and phone service.


Your temporary password

Unless you have already chosen a password when investing online, we'll send you a temporary password by post. For your security, this will arrive separately to your NS&I number. You’ll need to change it to one of your choice (you can also do this by phone) within 60 days, or it will expire and you'll need to request a new one.

Find out more


Additional security


There are times when we want additional reassurance that the person managing the account is you. If you haven't already done so when investing online, the first time you use the service we'll ask you to set up some security questions about your family and your life.


We'll also ask you to choose an image and phrase which we'll show you every time you log in. This helps reassure you that sure you're using the genuine NS&I online service.


For even further reassurance that the person managing the account is you, for example when you make a large withdrawal, we may also use an automated phone call to verify your identity. So you’ll need to provide at least one phone number that we can reach you on.


You will always need to have your password to hand to use our online and phone service – choose a memorable password and keep it secure.

Password rules

Passwords must be at least six and no more than eight characters in total and contain at least:

  • one upper case letter

  • one lower case letter

  • one number

  • one special character

For example: $Ecur1ty (but don't use this example for your own password)

Special characters

Special characters are punctuation marks and symbols on your keyboard. Here are the special characters we accept, and what to call them when you use your password over the phone:

? question mark ! exclamation mark $ dollar sign + plus sign
* asterisk , comma . full stop / forward slash
| vertical line : colon @ commercial at # hash mark
[ left square bracket ] right square bracket { left curly bracket } right curly bracket
^ circumflex _ underscore ` grave accent

  • Check the date on your password letter – temporary passwords are only valid for 60 days. If it has expired, call us to ask for a new one and we’ll send it to you in the post.

  • Please take care when entering your temporary password and be aware that it will not contain any vowels (A, E, I, O, U) but may contain numbers.


You can reset it online by visiting the log in page and clicking the Forgotten your password? link. You’ll need your NS&I number to hand. Or call us to ask for a temporary password and we’ll send it to you in the post.


Download and complete the forgotten security details form. Send it to us and we will send you a temporary password in the post. You'll then need to log in and re-enter your security answers or call us to provide them.


When you registered for our online and phone service, we posted you separate confirmation of your NS&I number. The NS&I number is an 11 digit number that is unique to you as a customer.

Your NS&I number is not the same as any account, customer or holder's numbers you may have. We quote it on letters we send you – it will start with 11, 21, 31 or 41.


For your security, we cannot provide this information by phone or email. You need to Download and complete the forgotten security details form. Send it to us and we will write to you with your NS&I number.


You can do this online - log in and click Your details in the top menu and select from the left hand menu.

If you need to change your security phone number(s), you'll need to call us.


If you are still having problems call us for further help.


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Lose the clutter – switch to paperless documents


What is paperless?

When you are registered for our online and phone service you can choose to go paperless and we’ll stop sending you paper records through the post.

Instead you can view your transactions online (in your transaction history) and you’ll be able to view an online version of the following:

  • annual and anniversary statement

  • fixed term pre-maturity pack

  • key features and terms and conditions

  • closing statement

We will notify you by email as soon as your documents are available to view online, simply log in at your convenience.


As well as being better for the environment here are some other benefits of going paperless:

  • No Bond record or investment record posted to you each time you make a transaction

  • Documents viewable online before they would reach you through the post

  • Ability to filter, download and print documents from your own secure “your documents” area

  • Have any Premium Bonds prizes paid straight into your bank account

You don’t have to go paperless for all of your investments, you can pick and choose. And you can even revert back to receiving documents through the post if you prefer.


You can go paperless if you have one or more of the following:

Premium Bonds You will need to be registered for our online and phone service and have an email address. Excludes Trusts, power of attorneys and Bonds managed on behalf of a child.


There are two paperless options for Premium Bonds to choose from:

  • Fully paperless – we will pay any prize win directly into your nominated bank account and notify you by email. When you invest in more Premium Bonds or cash them in you won’t receive an updated Bond record (Bond details are viewable online).

  • Part paperless – we will pay any prize win directly into your nominated bank account and notify you by email. When you invest in more Premium Bonds or cash them in an updated paper Bond record will be sent to you through the post (Bond details are also viewable online).

Income Bonds You will need to be registered for our online and phone service and have an email address. Excludes Trusts and power of attorneys
Direct ISA

Direct Saver

Excludes power of attorneys
Index-linked Savings Certificates

Fixed Interest Savings Certificates

Guaranteed Income Bonds

Guaranteed Growth Bonds

You will need to have registered for our online and phone service and have an email address. Excludes Trusts, power of attorneys and Bonds and Certificates invested in or renewed before 20 September 2012 (these investments will not appear online)


If you hold any other NS&I accounts or investments we'll keep you informed as we enhance our paperless service with updates on our website and by email if you sign up for updates.

Find out more


If you have registered for our online and phone you can go paperless now (if you have Direct ISA or Direct Saver you are automatically registered), just follow the instructions below.

If you have not yet registered find out more

  1. Log in to our online service, using your NS&I number and password
  2. After logging in, click Your options in the top menu
  3. You can select your paperless options for individual accounts or investments or for all your savings
  4. Tick your chosen options (for more details, click Info )
  5. If your selection is correct, click Confirm ; if not click Cancel / Reset
  6. For Premium Bonds paperless and prize options, click on the separate link on the 'Your paperless options' screen and follow steps 4 and 5

You cannot go paperless over the phone but if you need any help just call us and we will be happy to talk you through the online process.


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This brief guide tells you where to find what you need within our online service.


Logging in

  • There's a log in box at the top right of every page of the NS&I website

  • You'll need your NS&I number and password

Login Form

Help

When you've logged in, help is always to hand. There are two ways to get help:

  • Info button – this appears in the toolbar high on every page. It will give you helpful information specific to the page you're on.

Info

  • Help link – this appear in the menu bar at the top of every page. It gives you an index to all of the help topics

Help

Make sure your browser allows pop-up windows


Top menu

This menu appears at the top of every page:

Help

 

Clicking on any of the first three items changes the menu that appears on the left side of the page. Whatever you need to do, you'll find it in the left-hand menus below


This menu contains all the things you'll need to manage and keep track of your savings

Keeping track

Summary This page shows all of your accounts and investments that can be managed online
Transaction history Lets you select an account or investment and see its history of deposits and withdrawals
Pending transactions Transactions only show here when we're still processing them. For example, a Premium Bonds withdrawal you've asked us to delay until after the next prize draw.
Statements View online versions of any statements we've sent you
Bond summary See your Premium Bond number ranges and your investment history
Prize history See what you've won and when
Valuations Get a valuation for any of your Savings Certificates invested in or renewed on or after 20 September 2012
Maturity options Manage the maturity options for any of your fixed term investments that will mature in the next 30 days

 

Move money

Deposit Pay money into a Direct ISA, Direct Saver, or buy more Premium Bonds if you already hold them
Withdraw Take money out of one of your accounts or investments
Transfer Transfer money between a Direct ISA, Direct Saver and your Premium Bonds
Nominated accounts Set up the details of bank accounts for you to receive any withdrawals you make or Premium Bonds prizes you win
Invest with NS&I Takes you back to the main NS&I website if you'd like to apply for a new account or investment

 

Keeping you informed

Your messages Read secure messages from NS&I
Your documents View your paperless documents

Use the links below to find information on how to view and change your personal details

Address Change your postal address
Telephone number Change your phone number
Email address Change your email address
Tax details Provide tax details if you are are a non-UK resident of the European Union
Security details Select which security details you'd like to amend
Security details - Password Change your password
Security details - Security questions Change your security questions
Security details - Login image Change the image displayed when you log in
Security details - Login phrase Change the phrase displayed when you log in

Use the links below to find information on how to view and change your account options

Paperless options Opt in to paperless documents
Prize options Choose to have prizes paid direct to your bank account with notification by email or reinvested into more Premium Bonds
Marketing options Set your preferences for receiving marketing from us
First screen Set which screen appears first when you log in
Shortcuts Select which shortcuts appear in the menu that appears at the top right of every page

Log out

When you click Log out in the top menu, you'll be asked to confirm you want to log out. You'll then be taken back to the main NS&I website.


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