general
NS&I admits administrative failures left bereaved families owed up to £476m
A search-process error meant some bereavement claims did not identify all accounts, leaving up to 37,500 claims and up to £476 million unpaid; NS&I has begun a remediation plan and will publish details in May.
Mar 26th 2026 · United Kingdom
Insights
- A bereavement claim search process failed to identify all NS&I products, causing estates not to be repaid from some accounts.
- A review of more than 34 million records found up to 37,500 affected claims with a total value of up to £476 million.
- Most cases occurred between 2008 and 2025 and represent less than 0.2% of NS&I customers.
- NS&I chief executive Dax Harkins was replaced and Sir Jim Harra has been appointed to lead the recovery effort.
- NS&I will publish a plan in May, has hired 100 staff, and may pay interest and compensation when reuniting estates with funds.
- Estate representatives should not pay claims management companies or solicitors because NS&I will contact affected people and the government will consider tax support.