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My client has a joint account which is not visible, why is this?
We need a separate signed Letter of Authority from each individual in order to display details of a joint account.
A small number of joint accounts require instructions from both holders to transact – these cannot be viewed using the online service. This is something which we are looking at and hope to change this in future releases.
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My client has products that are due to mature. What will happen?
If your client want to renew their investment for the same term, they don’t need to do anything.
If your client wants to give us another instruction, the best way to do this is online, as we are guaranteed to get the instruction in time. If they can’t go online, then they can call or post the instructions back to us.
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Our firm has just acquired another firm and their clients. The firm has an existing Terms of Business (ToB) agreement in place with NS&I, and Letters of Authority (LoAs) too.
However, we too have these in place with yourselves. What if anything, do we need to do?
The existing ToB that you have in place still stands. However, we will need new LoAs signed by the clients of the firm that has been acquired, and showing your company details on them, to enable your firm to have access to information on their accounts with NS&I.
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Our firm member with admin rights has added myself onto the firm’s access, but I have not yet received my activation email. What should I do?
Please can you ask your firm’s admin user to ensure that your email address has been entered correctly, they will be able to amend this for you if it is not.
Please also check your junk or spam email filter/folder in case our email has been marked as such in error.
If the issue persists, please call the Adviser Helpline on 0800 092 1228 and we can investigate this for you.
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Our only user with admin rights has left the firm without passing on their admin access. Can you advise how we can add a new admin user?
Yes, for this we would need you to send us this request in writing. Please include your firm’s details, the details of the existing user and the new user to be given administration rights.
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