National Savings & Investments, or NS&I, is losing its reputation as the nation’s favourite savings institution. “I’ve long been a champion of NS&I... and I know many readers feel the same way,” says James Coney, Money editor of The Sunday Times. “Or at least, they did.”
So what’s gone wrong? It started in spring when Treasury-backed NS&I was given extra funding so it could offer better rates. “Customers flocked to it, but like many financial institutions it faced the challenge of keeping service levels up when lockdown came,” says Coney. “Phone waiting times rose from ten seconds to 12 minutes.”
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