Had to change my name on the account, but the messaging system seemed a big janky. Overall got it done, can't complain. They do send a lot of emails asking for you to review them, which is the only wa... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
When my mum lost access due to forgotten details, they were really helpful in getting her back into my and my sister's account/child trust funds. Then when it was handed over to me, my options were so... See more
Company replied
Annie was so unbelievably helpful I got through really quickly on the phone and Annie sorted my queries and more. She was attentive, personable and kind and I have such confidence in her. thank yo... See more
Company replied
Lara was so helpful, patient and thorough explaining everything to me today during our phone call about my child's trust fund & also set me up with a junior ISA for my other son. Nothing was too much... See more
Company replied
Company details
About OneFamily
Written by the company
OneFamily is a customer-owned financial services company that provides lifetime ISAs, stocks and shares ISAs, junior ISAs, child trust funds, bonds and over 50s life cover.
We have nearly 1.6 million customers and 49 years’ experience of providing accessible, affordable products to help people make the most of their money.
Our Inspiring Better Futures vision is driven by doing the right thing for our customers, colleagues and communities. Whether it’s supporting our customers with education grants, investing in our colleagues’ wellbeing and development, or giving back to our communities through volunteering and charity partnerships, our vision is at the heart of what we do.
Our working hours are 09:00am-17:00pm Our Customer Service working hours are 09:00am-19:00pm.If your review requires a response, we will contact you within 24 hours.
Contact info
16-17 West Street, BN1 2RL, Brighton, United Kingdom
- 0800 616 695
- mail@onefamily.com
- www.onefamily.com
4.1
Great
4K reviews
Asks customers to review
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Dear OneFamily,
Dear OneFamily,
I am writing to raise a concern regarding the recent payment from my Child Trust Fund.
I was informed that I would receive £1,514.32; however, the amount paid into my account was £1,498.39. This is a shortfall of £15.93, and I would like clarification on why the full promised amount was not paid.
Could you please review this and explain the discrepancy? I would also appreciate it if any outstanding amount could be paid as soon as possible.
Thank you for your time and assistance.
Kind regards,Aaron Cameron
April 29, 2026
Reply from OneFamily
Dear Aaron
Thanks for your review and for raising your concerns with us. I'm sorry the value you received from your Child Trust Fund is less than you expected.
I've sent you an email letting you know we're investigating this for you.
Many thanks
Chloe
Customer Relationship Representative
Bordering on fraudulent Impossible to…
Bordering on fraudulent Impossible to get hold of and antiquated messaging service.My daughter requested a full withdrawal over 3 weeks ago and still no funds in her regular savings account. 3 weeks lost interest and counting…..Bank transfers are instant and this has left a very tarnished image of the product and a highly disappointing start to my daughter’s financial independence. It seems I’m not alone and this is not a trivial amount of money. Mild concerns of the fund’s financial health with current market conditions, if you are struggling to release withdrawal requests? I see that you have enough complaints to trigger the FCA to investigate. Not a great image for the portfolio manager to have to explain.
April 28, 2026
Unprompted review
Reply from OneFamily
Dear Euan
Thank you for your review, and I’m sorry for the delay your daughter experienced in receiving her funds. I understand how disappointing and concerning this has been.
Thank you for taking the time to speak with me. I hope we can resolve this for you and your daughter as quickly as possible.
Many thanks
Chloe
Customer Relationship Representative
Very easy to transfer his money into…
Very easy to transfer his money into account and made good interest over the years to get a lump some of money when he turned 18 definitely recommend
April 11, 2026
Reply from OneFamily
We're happy to hear that transferring funds was easy and that the account earned substantial interest over the years. We appreciate your recommendation!
Claire
Customer Relationship Team
Reply from OneFamily
We're happy to hear that you trust us to keep your money safe. Thank you for your confidence in our services!
Claire
Customer Relationship Team
Excellent Service
Had a couple of accounts with OneFamily, excellent friendly customer service every time and my recent transfer was done so easily and quickly.
April 27, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that you've consistently received excellent and friendly customer service! We're also glad your recent transfer was completed quickly and easily. Thanks for your positive feedback.
Claire
Customer Relationship Team
Savings
The fact it’s an interest rating savings is amazing but from what I read if I wanted to put it in an isa I could only take it out for a house and if I needed it for emergencies I couldn’t get the money out
April 26, 2026
Reply from OneFamily
Hi Paige
Thanks for your review.
Lifetime ISAs are designed to save for your first home or retirement, so the government charge 25% for any withdrawals made before the age of 60 that aren't for a house purchase.
We also have a Stocks and Shares ISA available which you can withdraw from without being charged, but you also don't have to reinvest your money.
Please contact us on 0344 8 920920 if you have any further queries about this.
Many thanks
Chloe
Customer Relationship Representative
easy to access
easy to access, easy to log in, money withdrawn and in my bank within a couple of days. overall great experience, thank you!
April 26, 2026
Reply from OneFamily
We're happy to hear that you found our platform easy to use and that you received your funds quickly. Thank you for your positive feedback; we appreciate it!
Claire
Customer Relationship Team
Reply from OneFamily
Thanks for your positive review!
useless
tried over and over to withdraw full balance and it kept having errors, the minute i chose option so draw some and save some it worked! shocking
April 10, 2026
Reply from OneFamily
Hi Victoria
Thanks for your review, and I'm sorry you had issues withdrawing the full balance from your account. Please be assured this to influence you to save with us, as we don't give financial advice.
Our Customer Services Representatives are happy to assist with issues like this. You can contact us on 0344 8 920920, Monday to Friday between 9am and 5:30pm.
Many thanks
Chloe
Customer Relationship Representative
Didn't want to make a digital ID
I would fo continued saving with onefmaily however you appeared to force me into making a digital ID so I could withdraw my money penalty free but im not going to make a digital ID so I withdrew all of it and took the 20% penalty so I can save with my normal bank. I am aware you guys have not always used the digital ID option so I suggest you get rid of it
April 19, 2026
Reply from OneFamily
Hi
Thank you for your review.
As there is no charge/penalty when withdrawing a Child Trust Fund from us, please could you email us at customer.relations@onefamily.com some further information so we can look into this for you.
Many thanks
Hannah
Customer Relationship Team
Do your research
Do your research
We didn't get as much as friends who went elsewhere. By as much as £1000
April 23, 2026
Reply from OneFamily
Hi Kris
We appreciate your feedback and are sorry your experience didn't meet expectations compared to others. If you would like some information on the performance, please send us an email at customer.relations@onefamily.com.
Hannah
Customer Relationship Team
trust fund still hasn’t come in yet and…
trust fund still hasn’t come in yet and its been a month
March 26, 2026
Reply from OneFamily
Hi Lilli
Thank you for your review. We're sorry you haven't yet received your funds. We'll be in contact with you regarding this.
Many thanks
Hannah
Customer Relationship Team
I HATE THIS COMPANY!!!
Dealing with this company is impossible (in my experience), you can never talk to anybody, and they don't deal with requests.
I have been trying to get my hands on my money since March 2024, with no success!
April 22, 2026
Unprompted review
Reply from OneFamily
Hi Tye
Thank you for your review. I'm sorry you've not been able to get through to us. Please could you send your account number to customer.relations@onefamily.com and we'll look into this for you.
Thanks
Hannah
Customer Relationship Team
Reply from OneFamily
Thank you for your positive review!
Claire
Customer Relationship Team
Shanta Ali was extremely knowledgeable…
Shanta Ali was extremely knowledgeable and helpful. She was very friendly and patient, and helped me set up my account extremely efficiently.
April 21, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that you had such a positive experience! Thanks for your feedback.
Claire
Customer Relationship Team
I had a slight issue and they dealt…
I had a slight issue and they dealt with it very quickly and it has left me with no worries
April 21, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that we resolved your issue quickly. Thank you for sharing your positive experience with us!
Claire
Customer Relationship Team
Reply from OneFamily
We're happy to hear that our services were helpful!
Claire
Customer Relationship Team
Very easy process to follow online with…
Very easy process to follow online with the Lifetime ISA process, which is assisting me in my first home purchase. Very user friendly App and response times are always on time. Thank you. Also, a decent return on my Lifetime ISA investment as well as my Stocks and Shares ISA using the One Family App.
April 20, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that you found the Lifetime ISA process easy to follow. Thank you for your positive feedback!
Claire
Customer Relationship Team
Reply from OneFamily
We're happy to hear that you had a great experience with our product. Thanks!
Claire
Customer Relationship Team
I can’t cancel my subscription when I…
I can’t cancel my subscription when I needed to , won’t let me get back into my account
April 20, 2026
Reply from OneFamily
Hi Evey
We're sorry you're having trouble canceling and accessing your account. Please email us your account number to customer.relations@onefamily.com so we can look into this for you.
Hannah
Customer Relationship Team
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