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We’re happy to answer any questions you may have.

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.

  • What NS&I does to ensure the safety of your account

    Emails and phone calls - how can I tell if these are genuine?

    Emails

    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. It often looks very similar but has a sense of urgency and claims that you have to attend to your account, never click on any links in the 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 for 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: phishing@nsandi.com

    We’ll investigate it but may not always reply to you personally.

    Phone calls

    NS&I will 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.

    Contact us

    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.
  • What can I do to ensure the safety of my account

    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.

    Help with creating your password

    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.
    • NS&I may state in our account terms and conditions that a customer is liable for an amount up to a maximum of £50 for losses in respect of unauthorised payments arising from the use of lost or stolen security information, or where the customer has failed to keep their security information safe or failed to take measures to ensure that this information cannot be stolen/misappropriated.
  • Have any concerns about the security of your NS&I accounts?

    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

    Call us

You’ll find out more about staying safe online on these websites