NS&I premium bonds - wont accept passport as proof of identity

[OddSockMonkey]

Hi, i am trying to access premium bonds bought for me as a child and have sent off the forms and my certificates and have been repeatedly asked for witnessed signatures which i have supplied 3 times but that they wont accept as its not similar enough to the one on my first form. My signature isn't the neatest and obviously is slightly different every time as everyone's is but is still recognisably mine.

I have even sent a certified copy of my passport and a recent bank statement as proof of address and identity (as per their website) and this was returned with a letter acknowledging it but stating that they could not verify my identity as my signatures did not match my original form.

Is there any legal standard of proof for identity? i thought my passport was supposed to be the best proof of my identity i could provide, should i make a complaint and if so do i complain to NS&I or is there a governing body for investments i should go to first?

its not much money (less than 1000) but it was given by a relative who has now passed to be used for my future and it would mean a lot to me to be able to put the money towards my wedding and i would be heart broken if i couldn't get it as i obviously dont remember how my signature was different and just really don't understand why they wont accept my passport to override this; my signature is still recognisably my first initial and my last name.

Any help or advice very much appreciated

Your passport is a poor source of id as it doesn't have your address.

I would call them on their helpline and see what they say.

www.nsandi.com/how-do-i-get-touch

Thanks both, I had sent my passport and my bank statement as they were on a list on the website (bank statement for address and passport for identity). And I have called he helpline a couple of times but they seem to have no idea why it’s been rejected and have said they cannot do anything to the account as my identity has not been confirmed. Just not sure what else I can do!

Your passport is a poor source of id as it doesn't have your address.

It is the signature they are trying to verify using the passport. The bank statement is the proof of address.

I would call them and see what they advise, it sounds like a bloody nightmare tbh.

Sorry cross posted.

I don't know what else you can do

Write to the guardian consumer rights section, that usually puts a fire under companies.

Is the signature on your passport different again from the ones you have provided on the forms? If so, they may continue to have concerns (understandably).

Same here - my signature has changed a lot over the years so heaven knows what they want me to do!

How have you got on, did you get in touch with them?

If you were a child approximately how old were you at that point? Would they have made you sign anything? Could you try writing your name as you used to when you were 6, 12, etc? Any parents who might have old things of yours that you might have signed - even birthday cards or school reports - that you could (scan and) send in as evidence and say that you understand that they have your signature as a 12 year old on file which has obviously changed considerably over the years and what do they suggest ?

Make a formal complaint in writing following their complaints procedure regarding their failure to resolve the issue. The helpline is a waste of time. It usually works without having to resort to the financial ombudsman.