How do I make a complaint?
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.
If we can’t resolve a complaint to your satisfaction, you may be able to refer it to the Financial Ombudsman Service, which is a 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 (see above).
To use the ODR platform you will need to quote our email address: NS&I.email@example.com
Other ways to make a complaint
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.