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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from OneFamily
Hi Lily
Thanks for you review.
Withdrawals usually take 5 working days to arrive. I'm sorry for any delay that the bank holiday may have caused, but trust you'll receive your funds shortly.
If you have any questions, please call us on 0344 8 920 920. Our phone lines are open Monday to Friday, 9am to 5:30pm (Wednesdays 9:30am to 5:30pm).
Thanks
Shauna
Customer Relationship Team
my experience
it’s really easy to contact them and they very much help when you are struggling with the app.
May 20, 2026
Reply from OneFamily
We're glad to hear our team provided excellent support when you needed assistance with the app. Thank you for your kind words!
Claire
Customer Relationship Team
Reply from OneFamily
We appreciate your positive feedback. We can check on your payment if you want to forward your details to customer.relations@onefamily.com
Claire
Customer Relationship Team
Reply from OneFamily
We're so glad you found the app easy to use and recommend it! Thank you for your positive feedback.
Claire
Customer Relationship Team
I'd totally forgot about my child's…
I'd totally forgot about my child's trust fund ..so he had a huge suprise on his 18 th birthday website is easy to use to .
May 8, 2026
Reply from OneFamily
We're so glad to hear about your child's wonderful surprise and that our website was easy for you to use! Thank you for sharing.
Claire
Customer Relationship Team
the man on the phone was so helpful in…
the man on the phone was so helpful in helping me change my name and got it changed the same day! got my child trust fund only a few days later
May 12, 2026
Reply from OneFamily
We're so happy to hear our team provided helpful service! Thank you for your feedback.
Claire
Customer Relationship Team
Terrible company mother was sold life…
Terrible company mother was sold life insurance but has her age and hard of hearing didn't realise it was a life insurance so when we enquired about it to be told its life insurance and she can cancel it but loses all her money I wonder who well get that ,has the lady i spoke too was not very helpful at all and very rude
May 21, 2026
Unprompted review
Reply from OneFamily
Hi Karen
Thank you for your review.
We're sorry you and your mother have had this experience with us. So we can investigate this for you, please could you send through your mothers policy number to customer.relations@onefamily.com.
Many thanks
Hannah
Customer Relationship Representative
The lady on the phone was honestly so…
The lady on the phone was honestly so helpful , she ran me through everything on the phone and told me what to do step by step and was so patient, big thanks to that girl!
May 15, 2026
Reply from OneFamily
We are so glad to hear our team provided such helpful support. Thank you for sharing your positive experience!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Ben
Thank you for your review.
We understand the verification process can be inconvenient but this is for the safeguarding of your account and money. Feedback about your experience will be passed on.
Hannah
Customer Relationship Team
Very helpful quick response,m rhe only…
Very helpful quick response, the only downside you dont have an app to use,in ths modern world
Will there be one being created
May 20, 2026
Unprompted review
Reply from OneFamily
We appreciate your positive feedback! Your feedback about the app will be passed on.
Claire
Customer Relationship Team
Helped to get covet if anything…
Helped to get covet if anything happended to me freindly and helpful
May 20, 2026
Unprompted review
Reply from OneFamily
We're glad we could help. Thank you for your positive feedback!
Claire
Customer Relationship Team
Reply from OneFamily
We are so glad you had a good experience and appreciate your kind words about our customer care!
Claire
Customer Relationship Team
Jared Cox was the consumate…
Jared Cox was the consumate professional . Polite , he listened and ultimately sorted my query which was very much appreciated !
May 19, 2026
Unprompted review
Reply from OneFamily
We're happy to hear you had such a positive experience. We appreciate your kind words about the professional support you received. Thank you for your feedback.
Claire
Customer Relationship Team
Absolutely fantastic company…
Absolutely fantastic company transaction from my CTF was fast and secure and was updated at every step thank you so much
May 19, 2026
Reply from OneFamily
Thank you for your feedback!
Claire
Customer Relationship Team
Daughter has not recieved check 10days…
Daughter has not recieved check 10days over the time allocated
Called and they said Royal Mail are delayed with delivery!!! We have had no issue with Royal Mail in our area
Why is it so hard to with draw HER money ?? This company is a joke
May 19, 2026
Unprompted review
Reply from OneFamily
Hi
We're sorry your daughter hasn't received her cheque. So we can look into this for you, please could you send us the account number to customer.relations@onefamily.com.
Many thanks
Hannah
Customer Relationship Representative
GREAT 😌
Within minutes of calling , call was answered ! Refreshing. The representative ( SAM ) was polite , friendly and very helpful. Achieved success well within a total of 10min ! Amazing.
May 14, 2026
Unprompted review
Reply from OneFamily
We are so happy to hear about your positive experience with our team! We appreciate you sharing your feedback.
Claire
Customer Relationship Team
Awful company to deal with
Awful company to deal with. I was forced to use this company for my daughter’s CTF when the previous company switched it over. Her CTF has now matured and she’s been trying for ages to access her money. They seem to be trying every trick in the book to block and making up various excuses and generally make life difficult for her. It’s her money, not yours. She’s provided I.D now hand it over
May 18, 2026
Unprompted review
Reply from OneFamily
Hi Lisa
Thank you for your review.
We're sorry to hear your daughter is having difficulties making a withdrawal. Please could you email us the account number to customer.relations@onefamily.com and we can investigate this for her.
Many thanks
Hannah
Customer Relationship Representative
Excellent service and communication…
Excellent service and communication throughout the entire 18 years saving.
Very transparent.
May 3, 2026
Unprompted review
Reply from OneFamily
We're glad to hear you found our service excellent. Thank you for your positive feedback!
Claire
Customer Relationship Team
Reply from OneFamily
We're so glad you enjoyed your experience with us!
Claire
Customer Relationship Team
Bank transfer won’t work with trust fund.
Wouldn’t allow me to have the money transferred through the bank account option. I consistently tried over a couple of days but it wouldn’t let me. Every time I had tried to verify with YOTI, it would log me out and ask me to sign it and try again. I had to get it through as a cheque and even then it took much much longer than expected. The only good thing about this is that there are multiple options of what you can do with your money.
May 17, 2026
Reply from OneFamily
Hi
We're sorry to hear about the difficulties you experienced with the bank transfer option and the YOTI verification process
We appreciate you bringing these issues to our attention, and we are actively looking into ways to improve these processes for a smoother experience.
Claire
Customer Relationship Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.