Frequently asked questions

Yes, please contact the Adviser Helpline on 0800 092 1228 and they can arrange for a new email to be sent.

Please allow 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.

Yes, we have some rules around creating passwords for our online adviser service:

• They must be between 8 and 20 characters.
• They must have at least one number, one lower-case and one upper-case letter.
• They can't contain spaces.

To make your password stronger, we recommend having at least 12 characters including one or more symbols.

These are the only symbols we can accept: 
! # $ * + , . / : ? @ [ ] ^ _ ` { | } ~

Choosing a secure password is important as it will reduce the risk of your account being fraudulently accessed. Don’t use the same password used for any other online accounts.

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.

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.

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.

Yes, you will have to submit a new Terms of Business Agreement for your firm and Letters of Authority for all your clients. Please ensure that the correct FCA number and firm name are included.

Yes, you will have to submit a new Terms of Business Agreement to include the new firm’s name. However, if your firm’s FCA number has not changed, you do not need to resubmit the Letters of Authority.

Yes, it’s a myth. Each £1 Bond number has an equal chance of winning, regardless of when it was bought. When ERNIE randomly generates winners, it doesn’t store any numbers, so there’s no way any Bonds can be left out. 
Even though over 95% of eligible Bonds have been bought since the year 2000, all Bonds have an equal chance of winning. 
In February 2024, a customer with a £10 holding won a £50,000 prize on a Bond bought in 1990.

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.

To show details of a joint account, we need a separate signed Letter of Authority from each individual.

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.

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.

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.

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.