NS&I Bereavement Delays: What To Do If Your Claim Is Stuck

Thousands of bereaved families are facing months-long delays trying to claim Premium Bonds and other NS&I savings from deceased relatives. Some have been told to wait 6-9 months. If your claim is stuck, here's what you can do — including complaint templates and escalation routes.

Your Rights When Dealing With NS&I

NS&I is regulated by the Financial Conduct Authority and covered by the Financial Ombudsman Service. This means you have the same consumer protections as with any other financial institution:

• Right to a timely response: NS&I states it aims to respond within 11 working days of receiving all required documents for bereavement claims.
• Right to complain: If service falls below acceptable standards, you can make a formal complaint.
• 8-week complaint deadline: NS&I must resolve your complaint within 8 weeks, or send you a "final response" letter explaining why they can't.
• Right to escalate: After 8 weeks (or on receiving a final response), you can take your complaint to the Financial Ombudsman Service for free.

Step 1: Make a Formal Written Complaint

Phone complaints are easily lost. A written complaint creates a paper trail and starts the 8-week clock for escalation to the Ombudsman. Send your complaint by email and post for certainty.

Complaint Letter Template

Copy and adapt this template. Be specific about dates, reference numbers, and the impact the delays have had on you.

Subject: Formal Complaint - Bereavement Claim Delays
Reference: [Your claim reference if you have one]

Dear NS&I Complaints Team,

I am writing to make a formal complaint about the handling of my 
bereavement claim for the estate of [deceased's full name], who 
passed away on [date of death].

Timeline of events:
- [Date]: I first contacted NS&I to notify you of the death
- [Date]: I submitted the required documents (death certificate, 
  [Grant of Probate/claim form/other documents])
- [Date]: [Describe any responses, or lack of response]
- [Date]: [Any follow-up calls or correspondence]

It has now been [X weeks/months] since I submitted complete 
documentation. Your website states you aim to respond within 11 
working days. This delay is causing me significant distress at an 
already difficult time, and is preventing me from [settling the 
estate / distributing funds to beneficiaries / other impact].

I request that you:
1. Process this claim within 14 days
2. Provide a clear explanation for the delay
3. Confirm what compensation will be offered for the distress 
   and inconvenience caused

If I do not receive a satisfactory response within 8 weeks, I 
will escalate this complaint to the Financial Ombudsman Service.

Please acknowledge receipt of this complaint within 5 working days.

Yours faithfully,

[Your name]
[Your address]
[Your phone number]
[Your email]

Deceased's details:
- Name: [Full name]
- Date of birth: [DOB]
- Holder's number: [If known]
- Date of death: [Date]

Step 2: Escalate to the Financial Ombudsman

If NS&I hasn't resolved your complaint within 8 weeks — or sends you a "final response" letter that you're unhappy with — you can escalate to the Financial Ombudsman Service (FOS).

Key facts about the Ombudsman route:

• Free for you: The service costs you nothing. NS&I pays a £750 case fee regardless of the outcome — which gives them a financial incentive to resolve complaints before they reach this stage.
• Independent: The Ombudsman is impartial and not connected to NS&I.
• Binding on NS&I: If the Ombudsman rules in your favour, NS&I must comply with their decision.
• Can award compensation: Beyond just processing your claim, the Ombudsman can award compensation for distress and inconvenience.

Step 3: Write to Your MP

Given that NS&I bereavement delays have now become a parliamentary issue, writing to your MP can be particularly effective. MPs can:

• Make formal enquiries to NS&I on your behalf
• Raise your case with the Treasury (which oversees NS&I)
• Ask questions in Parliament
• Add pressure for systemic improvements

Find your MP at members.parliament.uk by entering your postcode.

MP Letter Template

Dear [MP's name],

I am writing as your constituent to ask for your help with a 
serious problem I am experiencing with National Savings & 
Investments (NS&I).

Following the death of [my mother/father/spouse/relative] on 
[date], I have been trying to claim their Premium Bonds [and 
other NS&I savings] as [executor/administrator] of their estate. 
Despite submitting all required documents on [date], NS&I has 
failed to process the claim.

I have been told [describe what NS&I told you - e.g., "to wait 
6-9 months" or "to call back in two weeks as they are 
short-staffed"]. This is causing significant distress at an 
already difficult time and is preventing me from settling the 
estate.

I understand that the Pensions Minister recently addressed 
Parliament about widespread problems with NS&I bereavement 
claims, with approximately 37,000 customers reportedly affected. 
I am one of them.

I would be grateful if you could:
1. Make enquiries to NS&I on my behalf to expedite this claim
2. Ask what the Treasury is doing to address these systemic 
   failures
3. Ensure affected families like mine receive appropriate 
   compensation

I am happy to provide any documentation you need to take this 
forward.

Yours sincerely,

[Your name]
[Your address]
[Your phone number]
[Your email]

Claim details:
- Deceased: [Name]
- NS&I reference: [If known]
- Date claim submitted: [Date]
- Documents provided: [List]

While You Wait: Check for Unclaimed Prizes

Premium Bonds continue entering the monthly prize draws for up to 12 months after the holder's death. While you're waiting for NS&I to process your claim, the bonds may still be winning prizes.

If you have the deceased's holder's number, you can check for prizes each month using our Prize Checker. Any prizes won will be added to the estate value when the claim is eventually processed — but knowing about them now gives you a clearer picture of what's owed.

Keep Records of Everything

If you end up escalating to the Ombudsman or claiming compensation, you'll need evidence of the delays and their impact. Keep records of:

• All correspondence: Save emails, take photos of letters, note dates and reference numbers
• Phone calls: Note the date, time, who you spoke to, and what was said. Ask for the call reference number.
• Time spent: Log how many hours you've spent on hold, writing letters, chasing the claim
• Financial impact: If the delay has caused you to incur costs (e.g., overdraft fees, missed investment opportunities), document them
• Emotional impact: If the stress has affected your health or wellbeing, note this — it's relevant to compensation claims

Frequently Asked Questions

More Resources

• Complete guide to claiming Premium Bonds from a deceased relative — step-by-step process and document requirements
• Unclaimed Premium Bonds prizes — over £100 million waiting to be claimed
• Prize Checker — check if the bonds have won while you've been waiting
• Financial Ombudsman Service — free, independent complaint resolution
• Find your MP — search by postcode

Disclaimer: This article provides general information about your consumer rights when dealing with NS&I. It is not legal advice. The complaint templates are provided as starting points — adapt them to your specific situation.