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Disputes
If either of you tells us of a dispute between you, or asks that we should only
accept instructions from both of you, you will no longer be able to use our
online and phone service to give us instructions. Instead, you’ll only be able to
give us instructions by post, signed by both of you. Once you both let us know
that the dispute has been resolved, you may be able to use our online and
phone service again.

How we use your information
We treat all the information you give us about you and others as private
and confidential.
We respect your right to privacy and understand the importance of protecting
the personal information that we hold. See our privacy notice for full details –
available at nsandi.com/privacy-notice or by calling us.

If you’re not happy about something
Complaints
If we make a mistake we’ll aim to put things right quickly and without fuss,
and we have a procedure designed to resolve complaints effectively and fairly.
How to complain

• call us on 0800 092 1286 (free from the UK)
• visit nsandi.com/contact-us-email

• write to the Customer Care Team at the address at the end of this agreement.
If your complaint is not resolved to your satisfaction
If you disagree with a decision we have made, you may be able to refer your
complaint to the Financial Ombudsman Service free of charge. This is an
organisation set up by law to give consumers a free and independent service
for resolving disputes.
You can call them on:
• 0800 023 4567 (free from the UK) or
• 0300 123 9123 (charged at the same rate as 01 or 02 numbers on mobile
phone tariffs).
You can also:
• visit financial-ombudsman.org.uk or
• write to them at Exchange Tower, London E14 9SR.

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