When Data Fails: NS&I’s £4k Mistake is a Cautionary Tale

NS&I paid out £4k to wrong person in ‘unfortunate’ mistake – FTAdviser

This week, NS&I (National Savings & Investments) hit the headlines for all the wrong reasons. A £4,000 payout was mistakenly made to the wrong individual after a mix-up involving customers with overlapping names and dates of birth. The payment, intended for the partner of a deceased bondholder, instead went to someone else entirely.

While the Financial Ombudsman Service has ruled the case as “an unfortunate mistake,” the damage to both reputation and customer trust is real. The root cause? Inadequate client data.

This incident is a timely reminder that poor data quality isn’t just a back-office problem it’s a business risk.

In the pension’s world, the consequences can be just as serious. Inaccurate or incomplete data can lead to undervalued schemes, compliance issues, and ultimately, delays or denials for members trying to access their retirement income.

At Mortality Manifest, we advocate for proactive data management to avoid precisely these kinds of outcomes. Because when data fails, everyone feels the impact.