NS&I set to pay millions in compensation to customers

## Summary
NS&I set to pay millions in compensation to customers 28 minutes ago Share Save Dearbail Jordan , Business reporter and Claire Keenan Share Save PA Media National Savings and Investments bank has been accused of a series of errors National Savings and Investments (NS&I) is expected to pay hundreds of millions of pounds in compensation to customers who claim there have been failures in managing their money. Customers include more than 22 million Premium Bonds holders, who stand to win money from a monthly prize draw. There are complaints NS&I withheld Premium Bond prizes from the families of deceased savers, with some reporting the bank delayed payments and lost track of investments. In one case case cited by the Telegraph, NS&I reportedly failed to tell the daughter of a deceased saver about bonds her mother had owned and appeared to lose track of £2,000 in Premium Bonds the woman herself held.

## Article Content
NS&I set to pay millions in compensation to customers
28 minutes ago
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Dearbail Jordan
,
Business reporter
and
Claire Keenan
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PA Media
National Savings and Investments bank has been accused of a series of errors
National Savings and Investments (NS&I) is expected to pay hundreds of millions of pounds in compensation to customers who claim there have been failures in managing their money.
The government-backed bank has been accused of a series of errors dating back years, with some bereaved families saying they did not receive money that was rightfully theirs,
according to reports in the Daily Telegraph.
Pensions Minister Torsten Bell is expected to address the issue, said to potentially affect about 37,000 customers, in a statement to MPs in the House of Commons on Thursday.
NS&I has apologised to anyone suffering a bereavement who had not received the customer service they should expect.
A spokesperson for NS&I said on Wednesday: "We recognise that dealing with bereavement can be challenging and would like to apologise to anyone who has not received the customer service from NS&I that they should expect, particularly at such a sensitive time."
The BBC has approached NS&I for comment about the expected payouts.
Treasury officials are understood to be working with NS&I to determine the exact amount to be given to customers.
The pensions minister is likely to face questions as to whether taxpayers could end up responsible for any compensation bill when he updated the Commons.
NS&I - originally set up in 1861 as the Post Office Savings Bank - serves more than 24 million people with a range of savings and investment offers. Customers include more than 22 million
Premium Bonds holders,
who stand to win money from a monthly prize draw.
There are complaints NS&I withheld Premium Bond prizes from the families of deceased savers, with some reporting the bank delayed payments and lost track of investments.
Others were reportedly forced to turn to lawyers to help recover the money, incurring additional costs.
In one case case cited by the Telegraph, NS&I reportedly failed to tell the daughter of a deceased saver about bonds her mother had owned and appeared to lose track of £2,000 in Premium Bonds the woman herself held.
In another case, NS&I is said to have refunded a woman's family for tax interest and legal costs after it lost track of two accounts linked to an investment portfolio.
£100m of premium bond prizes remain unclaimed
HM Treasury
Banking

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## Expert Analysis

### Merits
N/A

### Areas for Consideration
- Pensions Minister Torsten Bell is expected to address the issue, said to potentially affect about 37,000 customers, in a statement to MPs in the House of Commons on Thursday.

### Implications
- Pensions Minister Torsten Bell is expected to address the issue, said to potentially affect about 37,000 customers, in a statement to MPs in the House of Commons on Thursday.
- NS&I has apologised to anyone suffering a bereavement who had not received the customer service they should expect.
- A spokesperson for NS&I said on Wednesday: "We recognise that dealing with bereavement can be challenging and would like to apologise to anyone who has not received the customer service from NS&I that they should expect, particularly at such a sensitive time." The BBC has approached NS&I for comment about the expected payouts.
- The pensions minister is likely to face questions as to whether taxpayers could end up responsible for any compensation bill when he updated the Commons.

### Expert Commentary
This article covers customers, savings, bank topics. Areas of concern are also raised. Readability: Flesch-Kincaid grade 0.0. Word count: 414.