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National Savings and Investments

Financial Ombudsman decision DRN-3520423 Upheld

The Ombudsman does not print a decision date. The date above is the deadline the consumer was given to accept or reject the decision, which is set about a month after it was issued. It is reliable to the year, not to the month.

What this decision was about

Complaint handling, Service failure

In the Ombudsman’s words

Mr H complains about National Savings and Investments’ (“NS&I”) handling of his applications to purchase Premium Bonds and the service received when calling them.Complaint handling

NS&I have made errors in not notifying Mr H about the applications not being completed, not returning his calls and providing him with incorrect information about receipt of the evidence of identity.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-3520423.pdf on financial-ombudsman.org.uk.

The outcome shown is the Ombudsman’s own published classification, not our reading of the text. Nothing here is legal advice, and a decision concerns only the complaint it was made about.