National Savings and Investments: Standards
The question
To ask the Chancellor of the Exchequer, what assessment her Department has made of adequacy of the time taken for National Savings and Investments to action a request for a valuation.
Answered by Torsten Bell
National Savings and Investment (NS&I) customers with an online account can log in and see the value of their investments instantly. Alternatively, NS&I customers can phone the customer service team for a valuation, which can be provided during the phone call.
As noted in my update to Parliament on 19 May, in response issues in its handling of bereavement claims, NS&I is conducting a new, more thorough process for bereavement claims. As a result, valuation requests following a bereavement and tracing valuation requests received by NS&I via post are taking longer than the usual 14 days for NS&I to process. An additional 100 people have been hired to ensure this is temporary and NS&I expects to return to processing bereavement claims within usual service standards by Autumn 2026.
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