We haven’t got as many of our customer service team available as usual, so we can’t offer our full range of services at the moment. Our top priority is to help customers who need to take money out or pay money in. Please do everything you can online if you are already registered for our online and phone service. Only contact us if you absolutely have to, and remember it will take us longer than usual to get back to you.
Can we answer your question here and now?
For general enquiries
Not for: anything specific about your account as we won’t be able to deal with your request.
Only for urgent queries about your existing account
Only call us if you absolutely have to. Our telephone teams are smaller at the moment, so we need to keep our phone lines clear for customers who don’t have online access.
08085 007 007
Coronavirus: our opening hours have been reduced and are currently 7am-10pm. Please only call us if you absolutely have to. Calls from the UK are free. We may record your call to help us give you the best service.
Calling from outside the UK?
Call us on +44 1253 832007
Charges will be at the rate of your international phone provider.
Do you use Textphone?
To use the Text Relay Service: just dial 18001 from your textphone and then enter the telephone number you want to call. When the call is answered, a Text Relay operator will join in the call and communicate your written request to us.
Have your details to hand
To manage your accounts or personal details, you'll need to be registered for our online and phone service. Please have your NS&I number and password to hand.What is an NS&I number?
If you aren’t registered or don't have those details to hand, we may still be able to deal with your enquiry once we’ve asked you a few security questions.
If you need to send us a letter
Please don't send us anything by post unless you have no other choice. We're prioritising our essential services so our reply will take longer than usual.
Write to us at NS&I, Sunderland SR43 2SB
The more details you can give when you write to us, the more quickly we can deal with your request:
Your personal details: name; address; date of birth. If you haven’t told us about a house move or a change in your marital status or name, please also include your previous name and address.
Your reference numbers. Any or all of these: your NS&I number, holder’s or customer number, account number, Bond numbers, or Certificate numbers, if you know them. You’ll find these numbers on your Bond records, certificates of investment or any other letters from us.
Details of your accounts or investments: type of investment (eg Premium Bonds); approximate start date; and amount, if you know them.
Don't forget to sign your letter. For your security, we can’t disclose or change personal information without the account holder’s signature(s). If you are over 16 and the investment was made for you when you were a child, we might not have your signature on our records. In that case, your signature should be witnessed so we can transfer control of any investments to you. The witness must be aged 18 or over and must not be a member of your family. The witness must also sign the form.
Our dedicated team will aim to resolve your complaint promptly. Our brochure explains how we deal with complaints.
You can speak to our dedicated team directly, they'll be happy to help. Call them free on 0800 092 1286.
Calls from outside the UK may not be free. Calls may be recorded.
Or you can email us at email@example.com, but if you want to tell us or ask us anything specific about your account, it's best to call us.
If we can't resolve a complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service, which is free and independent service for resolving disputes:
Alternatively, if you applied for your NS&I account or investment online, you can submit your complaint via the Online Dispute Resolution (ODR) platform. The ODR platform was set up by the European Commission to help consumers resolve disputes about goods and services bought online from a company within the European Union. The ODR platform will redirect your complaint to the Financial Ombudsman Service (FOS) in the UK, so you may prefer to contact FOS directly.
To use the ODR platform you will need to quote our email address: NS&I.firstname.lastname@example.org
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 on our corporate website.
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