Choose the correct NS&I action
Identify the action you need before contacting NS&I. A customer record holds your personal details, while a holding is the money or Bonds recorded on it; reviewing duplicates does not turn one savings product into another.
Compare the three routes
| What you want | Correct route | What it does not do |
|---|
| Two records in your name | Ask NS&I to review duplicate records or holdings | Transfer cash to another product |
| See [Premium](https://zero30.uk/don-t-overlook-premium-bond-prizes-on-old-ns-i-papers/) Bonds online | Link the holder’s [number](https://zero30.uk/don-t-mistake-a-bond-number-for-your-ns-i-number/) to online access | Combine different legal owners |
| Move ISA money | Use the receiving provider’s ISA transfer process | Preserve ISA status by withdrawing first |
List every reference first
Write down each NS&I customer number, account number and Premium Bonds holder’s number. These are not always the same: a holder’s number identifies Premium Bonds, while a customer number may identify your wider NS&I relationship. Do not guess missing digits.
Keep ISA transfers separate
A record review can bring duplicate details into order. It does not cash in Premium Bonds, change your prize-draw entry, or instruct an ISA transfer.
Check whether the records are yours
Match the name, date of birth and ownership on every record. Records sharing an address or surname may still belong to different people, and NS&I can consider combining them only where the legal owner is the same person.
Explain changed personal details
State your current and earlier names, date of birth, old and current addresses, and the approximate date of each change. These details help NS&I distinguish an older record from another customer with a similar name.
Separate products from profiles
Which NS&I route fits your situation?
Same person, two references
Ask NS&I to review duplicates
One Bonds holding, no online view
Link your holder’s number
Money must change product
Use withdrawal or ISA transfer rules
Stop if ownership differs
Use the history of each holding to decide whether a duplicate-record review is suitable. If two records show the same legal owner but different former addresses or names, ask NS&I to compare the personal details and consider whether it can combine the records. If you have old Premium Bonds paperwork, savings certificates or other historic NS&I savings products, quote every visible reference and explain approximately when and where they were bought; NS&I may need to trace the holding before it can update access.
A change of name normally requires supporting evidence if requested. By contrast, a child’s account, a deceased customer’s holding or a record in another person’s name needs its own official process and should not be included as part of your request.
Send NS&I a clear review request
Send one signed request listing every record and the result you want. For unclear or historic records, use a concise letter after checking NS&I’s current contact instructions.
Use the right checklist
Before you write, prepare a simple checklist for every NS&I savings holding. Record each NS&I customer number, NS&I account numbers and every Premium Bonds holder’s number, together with the product name and an estimated balance or Bonds value. Keep your current contact details beside the earlier name, address and date-of-change information that may appear on older records. This makes it easier for NS&I to identify duplicate NS&I records without confusing them with separate NS&I savings products.
Copy this letter template
text
Dear NS&I,
Please review the following records, which I believe relate to me:
[account number(s), customer number(s), and/or Premium Bonds holder’s number(s)].
My full name is [full name]. My date of birth is [date of birth].
My current address is [current address].
My previous name(s) and address(es) were [details].
Please confirm whether these records can be merged or linked under one customer record. I understand that this request does not instruct NS&I to transfer, withdraw, or change any savings product.
Please tell me if you need identity evidence or further information.
Yours faithfully,
[signature]
[printed name]
[date]
Confirm the postal address first
Before sending your request, check NS&I’s current official postal instructions. Include copies only where NS&I has asked for evidence; do not send passwords, card details or original documents. If a number is incomplete, say so rather than inventing digits.
Avoid requests NS&I cannot process
Stop and use the separate official process if the task changes ownership or moves money. A records review is administrative and cannot settle disputes, override probate rules, or replace an ISA transfer.
Keep the outcome in writing
⚠️ A confirmation that records were reviewed is not proof that money has been transferred, withdrawn, or reinvested.
After posting a signed request, keep a dated copy of the letter, your list of references and any proof of posting. NS&I may confirm that it has located the records, ask for further identity or change-of-details evidence, or explain that the holdings cannot be combined because ownership differs. A reply about duplicate accounts is not confirmation that Premium Bonds ownership has changed, that money has moved, or that an ISA transfer process has started.
Follow up without sharing secrets
For a safe follow-up, use the contact details published on the official NS&I website and quote only the references needed to identify your case. Never provide an online password, full bank-card details or one-time security codes in response to an unexpected call, email or message.
What people ask
Can I have two NS&I accounts?
Yes, one person can have more than one NS&I product or customer record. Ask NS&I to review them if they are duplicates, but do not assume they will combine automatically.
Can NS&I merge two Premium Bonds numbers?
NS&I can assess two Premium Bonds holder’s numbers if both belong to the same person. Give both numbers, your date of birth and the old and current details linked to them.
Does merging NS&I accounts move my money?
No, merging or reviewing duplicate records does not move money between NS&I products. Use a withdrawal or formal ISA transfer process if the money itself must move.
How do I link Premium Bonds online?
Use the official NS&I online account route to add or view an eligible Premium Bonds holder’s number. If the details do not match, contact NS&I with the holder’s number and earlier address details.
Can I merge my child’s NS&I account with mine?
No, a child’s NS&I holding must remain legally separate from an adult’s own holding. Use NS&I’s child-account process, even if you are the registered parent or guardian.
Should I send my passport with the letter?
No, send identity evidence only if NS&I asks for it through an official channel. Keep originals unless NS&I gives precise instructions to provide them.
Can I transfer an NS&I cash ISA myself?
Usually, ask the receiving ISA provider to start the transfer rather than withdrawing the cash yourself. This protects the ISA wrapper and helps avoid problems with current tax-year subscriptions.
What if one NS&I record is for someone who died?
Use NS&I’s bereavement process rather than a duplicate-account request. The executor or administrator may need to provide authority documents before NS&I can discuss the holding.
What matters most:- List every customer, account and Premium Bonds holder’s number before contacting NS&I.
- Ask for a record review only where every holding belongs to the same legal owner.
- Use a separate route for linking Bonds online, transferring an ISA, withdrawing cash, bereavement, or children’s accounts.
- Check NS&I’s current official postal instructions before sending letters or evidence.
Learn more
Here are some additional resources on this subject:
