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National Savings and Investments

Financial Ombudsman decision DRN-5868733 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

Ms A called NS&I and raised a complaint with NS&I about this on 16 May 2025... the call quickly escalated into an argument with Ms A expressing her believe that the app was misrepresenting actual prize winnings and it being a scam, and the complaint handler trying to explain they weren’t aware of anyone else having the same issue.Complaint handling

NS&I had made some errors in the help it provided to Ms A in fixing her app and the information it provided regarding the prizes she’d won.Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5868733.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.