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Adviser Centre

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
Sunderland SR43 2SB

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

If you have previously provided an indefinite Letter of Authority 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

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.