NS&I Avis 10 870

Easy to do. Payment was quick

NS and I are fine and efficient but for the investment the returns are negligible.

A good way to safely safe.
The money is used by the government for the good of the wider community, not private profit

Easy to navigate and straightforward

I submitted a claim to cash in my late mother’s premium bonds in early February. I provided all of the relevant documents, including her will, death certificate and confirmation from the Sheriff Court. I’m still waiting for the money to be refunded, so that I can settle my mum’s estate. I’ve been on the phone to NS&I four times. Last time was in March and I was told that the monies would be paid over to me immediately after the Easter bank holiday. I had to file a complaint today as I’ve been waiting too long and given misleading information. I’ve been told that the delay is due to backlogs that are currently being dealt with, despite media reports that new claims are unaffected by the earlier technical issues which have now allegedly been resolved.

CLEARLY THIS IS A LIE. SOMEONE ELSE SHOULD BE FIRED FOR THIS.

Also, in such cases, when someone dies, NS&I request a Grant of Probate “original document issued from HM Court & Tribunal Service (HMCTS)”. This is not relevant in Scotland. It is confirmation from the relevant Sheriff court in the sheriffdom where the deceased is domiciled that is required. I think this is a stalling tactic by NS&I to further delay Scottish bond holder refunds by deliberately requesting the wrong information. It is either a devious stalling tactic or sheer incompetence.

I opened a premium account with NS&I a few months ago, but later decided it wasn’t right for me and tried to withdraw my money and close the account.
What should have been a simple process turned into a very frustrating experience. I had issues accessing my account, had to reset my password multiple times, and even after that, closing the account involved several complicated verification steps. It took me over two hours just to complete the process.
I eventually received a message saying my account was closed and the withdrawal was requested, but there was no proper confirmation email or clear timeline for when I’ll receive my money.
Trying to get support didn’t help much either the chat was not useful, and email support kept asking for the same information again and again.
At the end of the day, this is a very simple request: I just want my account closed and my money returned. The whole experience felt unnecessarily complicated and stressful.

Rude beyond belief. Ignorant and entirely incompetent. The worst customer service I’ve ever experienced.

Seamless experience and they took care of the transfer and paperwork. Fantastic.

For some reason, website doesn't always work fully when using Chrome, but fine with Windows... strange, but I'm no computer expert and probably something to do with settings. Otherwise, service as expected... just need a winning PB number now! ;-0

I used the bank current account switching service to transfer banks. I then added the new bank to my nominated account at ns @ i.
I made an urgent withdrawl from ns&i to my new bank account, 24 hours later it was reversed back to ns and i.
They said they had tried to contact me, but my phone recognised their number as spam, not even ringing. 72 hours later i managed to get some rude lady at ns and i security. They refused point blank to send the money to my new account. She said that as i used the bank switching service they would pay to the original accoint and it would be forwarded to my new account. As it was friday she said it would be done on monday between 11am and 4 pm. So on the monday after 6 days wait it never went in. Its now 7 days, and i still dont have it. Direct debits have bounced and i am penniless. Im disgusted tbh, the lady i spoke to made me feel i was a criminal and she TOLD me what they was prepared to do with MY MONEY. Never ever again will i use ns and i. They have caused misery and unhappiness and i will never forgive them

Dreadful service, staff uninterested, poor advice

I noticed that my prize money from the premium bonds was not being paid into my account. on checking it seems NS&I changed my nominated account to theirs and had been taking my prize money for almost a year. After a lengthy battle with them they refunded me but now they have done the same to my husband. How is this possible and how many other people are they doing this to

easy to use , all good

Excellent service. Kept well informed. Felt that my financial information was treated safely!!

So far so good, easy to access but safe.
I have won both both so thats a big bonus.

Very straight forward

Too slow to payout Premium Bonds wins. In this day and age it's not acceptable!!!

NS&I really should improve its withdrawal process. It is far slower than any other account that I have ever owned.
Withdrawing cash from Premium bonds was awfully slow on all occasions in recent years. This is occurring even shortly after the 'Win' broadcast day when one might expect there to be no need for it.

NS&I actually warns you of its withdrawal period and isn't even prompt with processing withdrawals on the given day of withdrawal.
However, it is VERY prompt at removing those withdrawn funds from your account at the point of confirming withdrawal.

I suspect that NS&I is conspiring to make use of your withdrawn funds to generate interest for itself during the long withdrawal period.

Meanwhile, for a large cash withdrawal the cash that I'm waiting to arrive in my nominated account is losing any interest it could have earned had it been moved promptly.

Almost all modern banking institutions will allow cash to be withdrawn instantly or within 2 hours.
NS&I should step up their game to match.

Convoluted website, logs you out to quickly & too long to issue electronic gift card. This should be instant?