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I have lost my NS&I number, how can I get a reminder?
Please visit the login page from the NS&I Adviser Centre website and follow the ‘Forgotten your NS&I number?’ link, this will allow you to request an NS&I number reminder via email.
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I have never been asked to provide the details of the settlor, source of wealth or the purpose of the trust. Why is NS&I now requesting this information?
NS&I is required to establish from where and by whom an investment is to be made. If investments are received from someone other than the applicant (ie the trustee) as in the case of a trust application, then NS&I must understand why, and if appropriate, verify the identity of the payer (ie the settlor). NS&I reserves the right to request further information in order to meet the regulatory requirements.
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I have received my activation emails, but it has expired, can a new one be sent?
Yes, please contact the Adviser Helpline on 0800 092 1228 and they can arrange for a new email to be sent.
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I have sent in a Letter of Authority for my client, but their information is not yet showing when I login to the online service?
Please allow for up to five working days from NS&I receiving the Letter of Authority for the client’s information to appear online. Alternatively please ring the Adviser Helpline on 0800 092 1228 and they can check whether we have received it.
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I've not provided a trust deed for a trust I already hold with NS&I, why do I need one now?
NS&I constantly reviews processes and procedures to make sure they are up to date and fit for purpose. To better comply with the current money laundering legislation, we now require trust applications to provide the trust deed as supporting evidence.
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If I want to find out information on NS&I holdings held in a SIPP or SSAS how should I complete the ‘Terms of Business Agreement’ and ‘Letter of Authority Templates’?
You will have to complete a Terms of Business Agreement for your firm. The Letter of Authority must list all trustees’ names in paragraph 1 and the signatures of all trustees responsible for the account will be required on the completed Letter of Authority.
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If I want to find out information on NS&I holdings held in a Trust how should I complete the ‘Terms of Business Agreement’ and ‘Letter of Authority Templates’?
You will have to complete a Terms of Business Agreement for your firm. The Letter of Authority must list all trustees’ names in paragraph 1 and the signatures of all trustees responsible for the account will be required on the completed Letter of Authority.
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If my clients renew their Index-linked Savings Certificates at maturity will it be on the RPI or CPI?
If your clients decide to renew their Certificate on or after 1 May 2019, we will calculate their index-linking on the renewed Certificate using the Consumer Prices Index (CPI) instead of the Retail Prices Index (RPI). The CPI is generally lower than the RPI, so this means your client will probably receive a lower return.
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My client cannot invest online, what are their options?
If your client is having trouble buying Green Savings Bonds online, or does not have online access, they can contact us directly on 08085 007 007 and we will discuss their options with them.
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My client has a joint account which is not visible, why is this?
We need a separate signed Letter of Authority from each individual in order to display details of a joint account.
A small number of joint accounts require instructions from both holders to transact – these cannot be viewed using the online service. This is something which we are looking at and hope to change this in future releases.
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My client has products that are due to mature. What will happen?
If your client want to renew their investment for the same term, they don’t need to do anything.
If your client wants to give us another instruction, the best way to do this is online, as we are guaranteed to get the instruction in time. If they can’t go online, then they can call or post the instructions back to us.
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Our firm has just acquired another firm and their clients. The firm has an existing Terms of Business (ToB) agreement in place with NS&I, and Letters of Authority (LoAs) too.
However, we too have these in place with yourselves. What if anything, do we need to do?
The existing ToB that you have in place still stands. However, we will need new LoAs signed by the clients of the firm that has been acquired, and showing your company details on them, to enable your firm to have access to information on their accounts with NS&I.
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Our firm member with admin rights has added myself onto the firm’s access, but I have not yet received my activation email. What should I do?
Please can you ask your firm’s admin user to ensure that your email address has been entered correctly, they will be able to amend this for you if it is not.
Please also check your junk or spam email filter/folder in case our email has been marked as such in error.
If the issue persists, please call the Adviser Helpline on 0800 092 1228 and we can investigate this for you.
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Our only user with admin rights has left the firm without passing on their admin access. Can you advise how we can add a new admin user?
Yes, for this we would need you to send us this request in writing. Please include your firm’s details, the details of the existing user and the new user to be given administration rights.
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Some of the information about my client on the system is incorrect. Why is this and how do I resolve it?
We want to make sure the information we have for you is accurate and up to date.
In the past, we didn’t ask customers for as many personal details as we do today, and we will hold less information for those clients that haven’t registered for our customer phone and online service.
Please encourage your clients to register for our customer online and phone service. They can do so by following this link: https://www.nsandi.com/online-registration
Adviser email updates
Adviser email updates offer the quickest, easiest way to stay up to date with the latest news on our products, interest rates and other important developments affecting advice firms.
In order for us to send you adviser email updates, please provide your contact details.