National Savings & Investments

Mark Garnier Excerpts

Thursday 26th March 2026 Commons Chamber

[Mark Garnier (Wyre Forest) (Con)]

I thank the Minister for early sight of his statement. This scandal affects tens of thousands of people, and it could end up costing taxpayers many millions of pounds. NS&I is supposed to be as safe a place as anywhere for people to put their savings—a place where savers can trust that their money will be looked after. As we have heard, 24 million people do so. It is also a savings scheme that the Government can use as a benefit to taxpayers, borrowing to provide funds for the running of the country. It needs to be demonstrably secure.

In reality, bereaved families have been short-changed, with NS&I losing track of investments, delaying transfers and withholding premium bond payments. Customers have faced a complete breakdown in communication at the most difficult time, adding stress and worry. In the breaking newspaper reporting today, we have heard how people have had to chase up their own cases, only to be told that they would have to wait a further six to nine months for a resolution. Some families have also had to call in lawyers to obtain money that is rightfully theirs, and there are examples of bereaved family members receiving letters incorrectly addressed to their dead relatives. NS&I has in the past tried to blame some of these failures on covid and the outsourcing of staff, but whatever its excuse, this is unacceptable and a complete failure of management.

NS&I is letting down its customers, and complaints have more than doubled in just over three years. At the same time, the digital transformation of NS&I that was meant to cost £1.3 billion has now ballooned to £3 billion. Is it any wonder that the Public Accounts Committee was damning about the digitalisation plan, calling it a “full-spectrum disaster” and concluding that NS&I is “over-confident” and

“has no workable plan, and no idea of eventual cost.”

If the Public Accounts Committee could see it, why have this Government been sitting on their hands? Poor performance and a botched digital transformation mean that NS&I is short-changing savers at a time when raising money for the Government has never been needed more.

NS&I is an arm’s length body overseen by the Treasury. Specifically, it is an Executive agency of the Chancellor, so it is concerning that the Minister has today admitted that NS&I notified the Treasury of these operational failings on 18 December last year. It has apparently taken a breaking news story in The Daily Telegraph for the Government to make a statement today. Can the Minister please explain why it has taken him over three months to come forward with this statement? He also says that the previous Government failed to act. That implies that there was something to act on. Can he set out what actions he has taken between coming to power on 4 July 2024 and 18 December 2025?

I have some further questions for the Minister. What provision has been made for compensation and who will pay for it? Where bonuses have been paid to senior staff over the period of poor performance, will they be recovered? On that note, we have seen reports that the chief executive will be resigning as a result of this issue and the botched digital transformation process. Can the Minister confirm whether he has resigned, or has he been sacked? Can he confirm whether the chief executive received bonuses over this period of poor performance? Finally, what confidence do the Minister and the Government have that this is the true depth of the problem affecting bereaved families? What work is he doing to identify whether this might be the tip of an iceberg? I am not trying to imply that it is the tip of an iceberg, but I ask the question to ensure that this is the limit of the problem.

People have been let down. While NS&I has apologised for the mistakes, it will be of little comfort to those thousands of people who have lost out. The Government need to act swiftly and the families need to be compensated. The Opposition will work collaboratively with the Government to ensure a swift resolution.

[Torsten Bell]

I welcome the tone of the shadow Minister’s remarks. I obviously absolutely agree with him that customers deserve better and they deserve reassurance. I have tried to provide that today by setting out what we are doing, and giving everybody reassurance that their savings are 100% safe and are guaranteed by the Government.

The hon. Member asks why we have come to the House today. This has been the intention for some time. As he says, we were notified in December. During that period, we have reviewed the over 34 million cases of customer records, as I mentioned, and have put in place the process to ensure that we have fixed this problem as we go forward, so that we can provide the reassurance for customers that I know we both want. I have also put in place the change of leadership that I have set out today, about which the hon. Member asked. I can confirm that the former chief executive of NS&I has resigned today and that he did not receive a bonus last year.

The hon. Member asked about the cost to taxpayers. There has been some deeply misleading reporting over the course of the last 24 hours, so I want to be absolutely clear: the money we are talking about returning to estates belongs to those estates—it is their money. The returning of people’s money to them is not a liability to other taxpayers; it is the right thing to do, and that is what is going to take place.

The hon. Member asks whether it would have been reasonable to have expected the previous Government to act. I am sure that he would rightly note that NS&I is operationally independent; I think the challenge comes given that it became clear in around 2018 that there were significant problems in this area—I mentioned the Santander case in particular—and there was widespread coverage at that time; within NS&I, people realised that this could pose problems for them.

The hon. Member has taken an excellent tone today. I was less impressed to read the comments of the shadow Chancellor, the right hon. Member for Central Devon (Sir Mel Stride), in the Telegraph, in which he talked about a “staggering failure of oversight”—he was the Treasury Minister in 2018 when the Santander case came forward! As often, the hon. Member for Wyre Forest (Mark Garnier) has shown better judgment than his superiors. Then again, the right hon. Member for Newark (Robert Jenrick) has also talked about

“incompetence on a staggering scale”,

which is an irony given that he, too, was a Minister in the Government carrying out the incompetence to which he refers.

I broadly welcome the way in which the hon. Member for Wyre Forest has conducted himself today. It is absolutely right that we provide the reassurance to taxpayers and, most importantly, to savers with NS&I; I hope that I have done so today.