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If there’s a problem with a payment

Please tell us if there’s a problem with a payment. If you believe there has been
a payment from your account that you didn’t authorise, or if you believe we
haven’t properly made a payment you have instructed us to make, you must
tell us as soon as you can – please use the contact details at the end of this
agreement. We’ll do everything we can to put things right.
If there’s a payment you didn’t authorise
If you didn’t authorise a payment from your account, we will normally return
the account to the position it would have been in had the unauthorised
payment not happened. This includes refunding the payment, and paying
any interest or prizes you’ve missed out on. We will not have any further
responsibility to you.
We will not make any refunds or payments if the unauthorised payment
happened because either:
• you didn’t take reasonable care to comply with ‘Protecting your money’
• your password or security information had been lost or stolen and you didn’t
tell us as soon as you could.
However, we will normally refund unauthorised transactions:
• that happen after you tell us that your password or security information has
been lost or stolen
• if it’s our fault that you haven’t been able to tell us that there is a problem.
In no circumstances will we make a refund or payment if we suspect you’re
involved in fraud.
We will contact you by phone or post if there are suspected or actual fraud or
security threats to your account, unless we’re prevented by law.

If you don’t receive a payment
If we make a payment from your NS&I account to your nominated account
and you don’t receive it, we’ll refund the money to your NS&I account as soon
as we can, together with any interest you would have earned on the money
had it not left the NS&I account. However, we won’t do this if you gave us the
wrong sort code and/or account number, or if we can show that the payment
did in fact reach your nominated account.
If you give us incorrect details
If you provided us with the wrong details for your nominated account and a
payment goes astray, we’ll do what we can to retrieve the money and let you
know the outcome, but we will not be responsible. If we can’t recover the

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