Why save with us - NS&I Complaints data
NS&I complaints data
NS&I is covered by the Financial Ombudsman Service (FOS) under voluntary jurisdiction and we take our commitment to our customers seriously.
We don’t rest on our laurels, we analyse customer feedback and this helps us enhance our customer experience.
Should our customers be dissatisfied and choose to make a complaint, we aim to be a leader among financial businesses in resolving disputes, by ensuring they are dealt with efficiently and resolved satisfactorily.
We have an ethos of fairness and transparency. In view of this, and in line with other financial services organisations, we are publishing our complaints data.
The figures for July 2012 to December 2012 are shown below.
|Number of complaints opened||Number of complaints closed||Complaints closed within eight weeks (%)||Complaints upheld by firm (%)|
|General Insurance and Pure Protection||N/A||N/A||N/A||N/A|
|Decumulation, Life and Pensions||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.
1) Transactions carried out during the period = 21,083,076 (transactions typically include opening of an account, repayments, investment of funds and account closures). Of these transactions less than 0.04% generated a complaint.
2) Of the total number of complaints closed by NS&I between July and December 2012, our customers chose to refer less than 2% of these to the Financial Ombudsman Service.
3) We aim to deal with complaints at the earliest opportunity. In addition to the information provided in the table above, the percentage of our complaints closed within 2, 5, 20 and 40 (eight weeks) working days between July and December 2012 was as follows:
|Complaints closed within:||Number of complaints closed||% complaints closed|
|40 days (8 weeks)||3157||38%|
|Above 40 days||485||6%|