Staying safe online and our security guarantee
When you choose to save online with NS&I we guarantee that your money is safe with us. In the unlikely event of money being fraudulently taken from one of your NS&I accounts or investments by someone else, we will reimburse you. All we ask is that you follow our recommendations for keeping your security information safe.
How do you keep my details safe online?
We follow relevant banking industry best practices to protect you online. Whenever you make an online transaction with us, we protect your personal details (like your debit card numbers and account balances) by encrypting them.
Our liability for losses due to unauthorised payments
- If you deny having authorised a payment, it's for us at NS&I to prove the payment was authorised.
- If a payment from your account was not authorised by you, we must, within a reasonable period, refund the amount of the unauthorised payment and restore your account to the position that it would have been in if the unauthorised payment had not been made.
Emails and phone calls - how can I tell if these are genuine?
If you ever receive an email that looks like it is from NS&I but asks you to confirm personal information, be careful as it is a Phishing email. Phishing is when a fraudster pretends to be someone else like NS&I to try and trick you into providing personal and / or sensitive information. A Phishing email often looks very similar to a genuine email you receive from someone else but has a sense of urgency and claims that you have to attend to your account. Never click on any links in such an email or respond to it.
Below are a few tips on what to look out for in a Phishing email:
- We’ll never send you a link in an email going directly to our log in page.
- We'll never send you emails asking you to confirm personal or security information by email, or to update or confirm your NS&I account details.
- We’ll always address you by name. If an email starts with 'Dear Valued Customer' or something similar, it's likely to be a scam.
If you have a concern about an email that appears to be from NS&I, please send it to us immediately at: firstname.lastname@example.org
We’ll investigate it but may not always reply to you personally.
We'll never call you without your permission. If you receive an unexpected call from someone claiming to be from NS&I, please be careful not to provide any information. Voice Phishing or Vishing is when you receive a call from a fraudster pretending to be someone else like NS&I to try and trick you into providing personal and / or sensitive information over the phone.
Below are a few tips on how to spot a vishing call:
- We don’t ‘cold call’. We’ll never make unsolicited calls to your landline or mobile.
- We’ll only call you on a number you’ve given us if you’ve already contacted us and have requested a call back, or if we need more information about an enquiry or an application you’ve made.
- If you receive an unsolicited call from someone claiming to be from NS&I, do not tell them any of your personal and / or security details. Please report it to us straight away using our published contact details.
Browsing and logging into our website securely
Phishing / look alike websites are designed to look like our official website but are created by fraudsters to trick you into providing personal and / or sensitive information online.
Below are a few tips to help you ensure you’re on our official website:
- Our website address showing in your browser will always start with “https://” followed by “www.nsandi.com” or “secure3.nsandi.com” once you have logged into your account.
- Look out for the padlock near the website address in your browser, this means that it’s a secure connection and less likely to be a fraudulent website.
- Watch out for anything that doesn’t look right like typos, unusual pop-ups, poorly laid out screens etc. If in doubt, do not enter your account details, close your web page and contact us.
What can I do to keep my NS&I accounts safe?
Although managing your money online is usually safe, it’s your responsibility to keep your details secure, too. Here are a few tips:
- Never tell another person your full password – not even someone who works for NS&I.
- We recommend you don’t write down or record your password or security details.
- Avoid choosing a password that’s easy to guess.
- Avoid re-using passwords from other online accounts.
- Be careful when you dispose of documents about your NS&I accounts – you may want to shred them first.
- Check your NS&I statements regularly. See anything out of the ordinary? Then get in touch with us straight away.
Your liability for losses due to unauthorised payments
- You may be liable if you have acted fraudulently.
- You may be liable if you have intentionally, or through your negligence, failed to comply with the terms and conditions covering how you give us instructions relating to your account.
- You may be liable if you fail to take all reasonable steps to keep your security information safe.
- Except if you have acted fraudulently, you will have no further liability after you have notified us of the loss, theft, misappropriation or unauthorised use of your security information.
- Except where you have acted fraudulently, you will not be liable where we have not ensured that you are able to report the loss, theft, misappropriation or unauthorised use of your security information.
Please call us straight away if:
- you think you’ve responded to a fraudulent email
- someone may have seen your security details
- you believe someone else has accessed your accounts
You’ll find out more about staying safe online on these websites