# NS&I delays and errors leave bereaved UK families chasing premium bonds > Bereaved families face months of delays and errors trying to claim premium bonds from NS&I, with some waiting over a year to access savings belonging to deceased relatives. **Published:** 2026-05-26 **Category:** CONSUMER_PROTECTION **Author:** Rafael Tuñón **Canonical URL:** https://rechargevodafone.co.uk/nsi-bereaved-families-premium-bonds-delays-2026/ ## Key takeaways - NS&I requires probate before releasing savings pots above £5,000 to bereaved claimants, which can take many months to obtain. - One bereaved daughter waited more than a year to claim £46,000 in premium bonds belonging to her late mother. - Errors and delays by NS&I have compounded the distress of families already dealing with bereavement. - The £5,000 threshold without probate means smaller estates can be settled more quickly, but larger holdings face a significantly longer process. - The Guardian reported on the issue in May 2026, highlighting mounting frustration with the institution. ## Key statistics - **£5,000**, NS&I threshold above which probate is required before releasing savings to a deceased person's estate (Source: The Guardian, May 2026) - **£46,000**, Value of premium bonds one family waited more than a year to claim (Source: The Guardian, May 2026) - **1 year+**, Time one bereaved family spent trying to claim premium bonds from NS&I (Source: The Guardian, May 2026) ## Article ## What NS&I customers are experiencing Bereaved families across the UK are reporting significant delays and errors when trying to claim premium bonds belonging to deceased relatives, according to a report published by The Guardian on 26 May 2026. One of those affected is Kate Constable, whose late mother held £46,000 in premium bonds. Constable spent more than a year attempting to retrieve the money, a process she described in stark terms. > "It has been more than a year of hell." > Kate Constable, bereaved daughter, speaking to The Guardian, May 2026 Her experience is not isolated. The Guardian's report describes mounting frustration with National Savings and Investments (NS&I), a government-backed savings institution that many UK consumers regard as one of the most trusted places to keep their money. ## The probate rule that slows everything down At the heart of many of the delays is a specific NS&I policy: any claim on a deceased person's savings that exceeds £5,000 requires the claimant to first obtain a grant of probate (or, in Scotland, confirmation). Probate is the legal process by which a court officially recognises a will and authorises the executor to administer the estate. In England and Wales, the Probate Registry handles these applications. The process is straightforward in simple cases, but it routinely takes several months. Where there are complications, such as complex estates, disputes, or backlogs at the Probate Registry, it can take considerably longer. For families dealing with grief while simultaneously navigating legal paperwork, the wait is often a source of serious financial and emotional strain. If the deceased's savings were a primary source of ready funds, the delay in accessing that money can create immediate hardship. The current probate application process for England and Wales is described on the government's official service at [GOV.UK](https://www.gov.uk/wills-probate-inheritance/applying-for-a-grant-of-representation). ## Why errors on top of delays make things worse Obtaining probate is only one part of the problem. The Guardian's reporting indicates that NS&I errors during the claims process have caused further setbacks for some families, extending timescales well beyond what the probate requirement alone would explain. The nature of those errors has not been specified in detail in the available source material (additional specifics are pending verification from NS&I's official response). However, the pattern described is consistent with complaints that consumer groups have previously documented at financial institutions: incorrect paperwork requests, lost or misfiled documents, and communication failures that leave claimants uncertain about where their claim stands. For a family that has already waited months for probate, receiving incorrect or contradictory information from NS&I can reset the process entirely. ## What premium bonds are and what happens to them after death Premium bonds are a savings product issued by NS&I and backed by the UK government. Rather than paying conventional interest, each £1 bond is entered into a monthly prize draw. Prizes range from £25 to £1 million and are tax-free. The bonds themselves are not at risk: the original capital is always returned. When a premium bond holder dies, the bonds are not lost. They remain eligible for prizes for up to twelve months after the date of death. However, the bonds cannot be transferred or passed on to another person in the way that, say, a cash ISA or a savings account might be. Once the estate is settled, the bonds must be cashed in and the proceeds paid to the estate. This means that, unlike some other assets, there is a time-limited window during which the deceased's bonds are still in the draw. A family that takes more than twelve months to complete the claims process will lose any prize eligibility on those bonds. In the case described by The Guardian, where the process took over a year, this is a material consideration. Full details of how NS&I handles deceased customers' accounts are published at [nsandi.com](https://www.nsandi.com). ## The wider context: bereavement and financial services NS&I is not the only financial institution where bereaved families encounter delays. UK Finance, the banking industry body, and consumer organisations including Which? have documented ongoing difficulties with how the financial services sector handles what is known as the "bereavement journey." The Financial Conduct Authority (FCA) has guidance requiring firms to treat bereaved customers with appropriate sensitivity and to have clear, accessible processes. Where firms fall short, the Financial Ombudsman Service (FOS) provides a formal route for complaints. Specific figures on the volume of NS&I bereavement-related complaints are pending verification. However, The Guardian's report suggests the problem is sufficiently widespread to be causing visible public frustration in May 2026. ## What you can do today if you are in this situation If you are trying to claim premium bonds or other NS&I savings on behalf of a deceased relative, the following steps apply under current UK rules: 1. **Check whether probate is required.** If the total NS&I holding is £5,000 or below, a simpler small estates process may apply. Contact NS&I directly or visit [nsandi.com](https://www.nsandi.com) to confirm the current threshold and required documentation. 2. **Apply for probate promptly.** The online probate application service for England and Wales is available at [GOV.UK](https://www.gov.uk/wills-probate-inheritance/applying-for-a-grant-of-representation). In Scotland, apply for confirmation through the local Sheriff Court. In Northern Ireland, contact the Probate Office in Belfast. 3. **Keep records of all correspondence with NS&I.** Note dates, reference numbers, and the name of anyone you speak to. These will be essential if you need to escalate a complaint. 4. **Raise a formal complaint with NS&I** if you believe the process is unreasonably delayed or that errors have occurred. NS&I must acknowledge the complaint and attempt to resolve it within eight weeks. 5. **Escalate to the Financial Ombudsman Service** if the complaint is not resolved within eight weeks, or if you are dissatisfied with NS&I's response. The FOS service is free to consumers. Visit [financial-ombudsman.org.uk](https://www.financial-ombudsman.org.uk) to submit a complaint. 6. **Seek free advice** from Citizens Advice ([citizensadvice.org.uk](https://www.citizensadvice.org.uk)), MoneyHelper ([moneyhelper.org.uk](https://www.moneyhelper.org.uk)), or Which? ([which.co.uk](https://www.which.co.uk)) if you need support navigating the process. ## How to report problems or seek help If you have experienced significant delays or errors with NS&I and want to put your case on record, two routes are available beyond the FOS: - **Action Fraud** ([actionfraud.police.uk](https://www.actionfraud.police.uk), 0300 123 2040) handles reports of fraud. If you believe any NS&I correspondence you have received is fraudulent rather than a genuine NS&I error, this is the correct reporting channel. - **Your MP** can raise concerns with the Treasury on your behalf if you feel the issue is systemic. NS&I is a government-backed body and is ultimately accountable to Parliament. For general consumer protection concerns about financial firms, the [FCA's consumer helpline](https://www.fca.org.uk/consumers) at 0800 111 6768 can provide guidance on your rights. --- For related reading, see our coverage of [common savings scams targeting UK consumers](/category/consumer-protection/) and how to protect yourself when dealing with financial institutions during a bereavement. ## Quotations > It has been more than a year of hell. >, Kate Constable, bereaved daughter, The Guardian, May 2026 (https://www.theguardian.com/money/2026/may/26/nsi-bereaved-families-missing-premium-bonds-savings) ## Frequently asked questions ### Do I need probate to claim a deceased person's premium bonds? NS&I requires probate before it will release savings pots above £5,000. For holdings below that threshold, a simpler claim process may apply. Check NS&I's official guidance at nsandi.com for the current rules. ### How long does it take to claim premium bonds after someone dies? Timescales vary considerably. Obtaining probate alone can take several months in England and Wales. Once probate is granted, NS&I should process the claim, but families have reported significant additional delays caused by NS&I errors. ### What can I do if NS&I is taking too long to release a deceased person's savings? You can raise a formal complaint directly with NS&I, then escalate to the Financial Ombudsman Service (FOS) if the complaint is not resolved within eight weeks. Visit financial-ombudsman.org.uk for more information. ### Can premium bonds be transferred to a beneficiary rather than cashed in? No. Premium bonds cannot be transferred or inherited. On the death of the holder, the bonds remain eligible for prizes for up to twelve months, after which they must be repaid to the estate. ### Where can I get free advice about dealing with a deceased person's savings? Citizens Advice (citizensadvice.org.uk), MoneyHelper (moneyhelper.org.uk), and Which? (which.co.uk) all offer free guidance on bereavement and estate administration in the UK. ## Sources 1. [NS&I failures pile on the agony for bereaved families chasing missing premium bonds](https://www.theguardian.com/money/2026/may/26/nsi-bereaved-families-missing-premium-bonds-savings) (The Guardian)