Frequently asked questions

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

An officer would be a partner, principal or senior manager within the firm whose name appears on the FCA register/Directory.

No, you do not need to complete a new Terms of Business agreement and any new client Letters of Authority.

However, we have updated our Terms of Business agreement to reflect the introduction of the new online financial adviser service.

The latest version of the Terms of Business is available to view and download on nsandi-adviser.com.

If you are happy with the changes then you don’t need to do anything or send us any new documents.

If we don’t receive any instructions from a client by two working days before the Bond matures, their Bond will automatically renew for another term of the same length. The client then has the right to cancel within 30 days of receiving confirmation of their renewed Bond.

A Letter of Authority (LoA) is a document for customers to give written authority to NS&I to provide information on their NS&I accounts with their specified financial advice firm. NS&I will only accept LoAs on its own template, and this is available on the NS&I Adviser Centre (nsandi-adviser.com). In most cases, the advice firm will complete and send in the LoA to NS&I on behalf of the customer, with the customer just needing to sign it.

Our Terms of Business agreement (ToB) is a document which forms the legal relationship between NS&I and a financial advice firm. This details information which ensures and protects the relationship between NS&I, the financial advice firm and our mutual customers.

Both the Consumer Prices Index (CPI) and the Retail Prices Index (RPI) measure inflation. Each aims to measure the changes in the cost of buying a 'basket' of products and services, but they cover different items and there are differences in the formulas used.

To find out more about CPI and RPI, visit the Office for National Statistics website at ons.gov.uk and search CPI All Items Index or RPI All Items Index.

The Authority field will only be populated if the client is registered for the online and phone service. If they are an unregistered customer, then the Authority field will remain blank until they become registered. This will not affect how you access and view their NS&I holdings.

We do not anticipate being able to return 65+ Guaranteed Growth Bonds to general sale. 65+ Bonds were a special Issue of a product (based on our Guaranteed Growth Bonds) that paid market leading interest rates, designed to support older savers who may rely on their savings during their retirement.

We will write to your clients about a month before each Certificate matures and let them know what their options are. Your clients can then decide whether they want to renew or cash in their investment without penalty.

We are undertaking research, exploring direct access through NS&I and/or third-party access through platforms. As part of this research we will also obtain the views of advice firms.

Our strategy in this area will depend on the findings from this research.

This 8-digit reference number will be quoted on the letter which is sent to you by NS&I confirming the successful registration of your customer’s Letter of Authority.