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National Savings and Investments

Financial Ombudsman decision DRN-5963356 Partly 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

registered a complaint for Mr A as he was unhappy that the cheque hadn’t been reissued to himComplaint handling

NS&I has agreed that the adviser took Mr A’s word for the existence of the £9,000 cheque and led him to believe that they would trace and resolve the issue during his call with them in mid-January 2025Service failure

Source

This page summarises the Ombudsman’s published final decision. The document itself is the record: DRN-5963356.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.