We’re sorry if you've had trouble contacting us recently. We understand how frustrating it can be, and we’re working hard to get everything back on track.
A huge number of you have chosen NS&I as the home for your savings during the last 12 months. But because of this we’re taking a lot of calls, and our website has also had many more visitors than normal.
Right now, we’re doing all we can to make our teams bigger, while still following government guidelines so that everyone is safe.
We have recruited over 260 additional staff and are continuing to recruit further staff over the coming weeks. We have also expanded our UK call centre capacity across our sites to help improve the service we provide to our customers.
We’re giving everyone more time to choose a new way to receive Premium Bonds prizes
We’ll now begin phasing out prize cheques in spring 2021, rather than in December 2020 as we’d originally planned. So, if you do still receive prizes through the post, you’ve now got more time to provide your bank details and choose whether you’d like any future prizes paid to your bank account or reinvested into more Bonds.
When you’re ready, you can choose your new prize options quickly and easily online, even if you don’t have an NS&I number and password. With your Premium Bonds holder’s number and bank details to hand, just go to nsandi.com/prize-options
Living in the European Union (EU)
Some banks in the UK have informed customers living in countries within the EU that soon they will no longer be able to hold their UK bank account when the Brexit transition period ends on 31 December 2020.
We recommend that you check with your bank account provider in the UK to see whether they intend to close your account – if you’re still able to hold your UK bank account then you don’t need to do anything.
However, if you’re no longer able to hold your UK bank account – or your provider intends to close your account – then you’ll need to let us know details of another bank account or building society held in the UK.
Pay money in online
If you’re looking to buy Bonds or open a savings account, then you’re already in the right place. You can invest using your debit card right here – it takes less than 5 minutes.
Tip: Your balance may not update straight away. Don't worry if this happens - you can still see your deposit by logging in, clicking on 'View account' then scrolling down to 'Pending transactions' and clicking the plus sign.
Top up by bank transfer
If you already have an account with us, there’s another quick way to pay money in: you can make a transfer straight from your bank account. You do this through your own bank – most now have online banking apps that make transferring money even easier.
If you’re looking to save regularly you might also want to set up a standing order to automatically send money to your NS&I account. Just let your bank know how much you want to transfer and how often.
Tip: you don’t need to be registered for our online and phone service to save by bank transfer or standing order, you just need to have an NS&I account already open.
At this time, you might not want to wait to receive statements and other account information in the post. If you’re registered for our online and phone service you can choose to go paper-free. All the information you need will be safely stored in your secure online account.
If you’re wondering whether you have an account with us or if your old Premium Bonds are still valid then, of course, we do want to hear from you – but this does mean writing to us. Bear in mind that it will take us a lot longer to reply than normal. If you’re just tidying up your finances and haven’t got an urgent need, please consider not contacting us at this time.
Updates to this page
We’ll update this page whenever we have more information to share with you.
Last updated: 2 December 2020