National Savings and Investments: Complaints

(asked on 19th February 2021) - View Source

Question to the HM Treasury:

To ask the Chancellor of the Exchequer, what plans his Department has to reduce the number of customer complaints made against National Savings & Investments.


Answered by
John Glen Portrait
John Glen
Paymaster General and Minister for the Cabinet Office
This question was answered on 1st March 2021

NS&I has seen exceptionally high customer demand since the Covid-19 outbreak, and this was amplified by a requirement for NS&I to raise additional funding from savers to support the Government’s response to the pandemic.

HMT has provided additional funding of £9 million in 2020-21 to NS&I to help improve its operational performance and mitigate the impact of Covid-19 on its customer service. With this, NS&I has put a number of significant measures in place to improve its operational performance. This includes expanding its UK contact centres by opening additional sites and recruiting additional staff to process customer enquiries. NS&I are working hard to return to delivering its high standard customer service.

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