Complaints procedure for financial advisers

We will always aim to respond to your queries promptly and accurately. However if you are unhappy with the way we have handled your enquiry, we have a procedure designed to resolve your complaint fairly.

You can call our dedicated Adviser Helpline on 0800 092 1228 or alternatively if your clients wish to complain to us directly you can find out more information on our main NS&I website, under customer complaints procedure.

Complaints on behalf of a client

These could include problems encountered with an investment application, withdrawal or valuation. Please write to us at the following address, including a completed Letter of Authority:

Customer Service Team
NS&I
Sunderland SR43 2SB

Please call our dedicated Adviser Helpline on 0800 092 1228 if you require more information.

If you have previously provided a Letter of Authority in this template for your client and completed a Terms of Business agreement you do not have to resend these. If you haven’t submitted these documents, please follow the link below to the Obtaining Client Information page and download the documents.

Obtaining Client Information

Once you’ve registered, you’ll be able to:

• view your clients’ NS&I portfolios (you’ll need a Letter of Authority in this template per client)
• get a valuation of their fixed term investments and see maturity dates
• see copies of your clients’ NS&I statements and other communications
• look at your clients’ Premium Bonds prize history

If you had already sent us a Terms of Business Agreement and indefinite Letters of Authority to use our phone service, you don’t have to resend them to access the online service. Simply call our Adviser Helpline on 0800 092 1228 and ask us to register you for the online service.