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
This company invites their customers to review, whether positive or negative
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Gets the job done
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 way to stop them from emailing. 🫠
May 9, 2026
Reply from OneFamily
We appreciate your feedback regarding the messaging system and the email frequency. Thank you for your review.
Claire
Customer Relationship Team
Been a customer for 23 years…
Been a customer for 23 years… and had my first issue and chance to see how OneFamily would resolve. Had a withdrawal that didn’t arrive in time, so phoned up and spoke to a very rude Customer Service Agent named Angus. He was very patronising and just kept repeating himself instead of looking for solutions, he spoke over me loudly and kept placing me on hold. I can take late payments but will not put up with that. After 23 years I will close all accounts and switch to rivals just based on this alone. Absolutely shocking! Please think very carefully before committing to this company might look good on paper but when things go wrong that’s where they show true colours. I’ve actually never been this fuming to write a review but Angus touched a new nerve.
May 15, 2026
Unprompted review
Reply from OneFamily
Hi David
We're sorry to hear about your recent experience and the frustration it caused. We can see your concerns have been raised and we'll get the call investigated and be in contact with you.
Many thanks
Hannah
Customer Relationship Team
My enquiry was handled in just one…
My enquiry was handled in just one phone call.
I wish all dealings were as easy
May 14, 2026
Unprompted review
Reply from OneFamily
We are so glad we could help you quickly! We appreciate your kind words.
Claire
Customer Relationship Team
Our daughter does not have capacity to…
Our daughter does not have capacity to manage her own fund when turning 18. We received thoughtful & helpful advice from One Family on withdrawing her CTF, without going through the courts. Very much appreciated and top experience for us.
May 14, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that you found our advice helpful in navigating the complexities of your daughter's CTF withdrawal. It means a lot to us that we could provide a top experience during this important time for your family. Thank you for sharing.
Claire
Customer Relationship Team
Excellent Service from Lucy Harman
Lucy Harman recently called me regarding my Stocks and Shares ISA and also explained the benefits of a Lifetime ISA. She was extremely informative, professional, and easy to talk to throughout the conversation. Lucy took the time to explain everything clearly and made sure I understood all my options without any pressure. Her knowledge and friendly approach made the whole experience very positive, and I really appreciated how helpful and patient she was. Excellent customer service — I would highly recommend speaking with her.
May 13, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that you had such a positive experience. We appreciate your kind words regarding the informative support you received about your Stocks and Shares ISA and Lifetime ISA. It's great to know the clarity and patience offered were so helpful. Thank you for recommending our services!
Claire
Customer Relationship Team
From start to finish it was so easy to…
From start to finish it was so easy to withdraw my money
May 8, 2026
Reply from OneFamily
We're happy to hear that your withdrawal experience was easy. Thank you for your positive feedback; we appreciate it a lot.
Claire
Customer Relationship Team
Open child trust fund
I open child trust fund when my daughter 1st Birthday and now she 18 years old and the money that saved for her future helped her a lot. I will be opening one for my granddaughter soon. Because it will help her in the future too. I recommend child trust fund.
May 10, 2026
Reply from OneFamily
We're happy to hear that the Child Trust Fund has been beneficial for your daughter. Thank you for sharing your positive experience, and we appreciate your recommendation.
Claire
Customer Relationship Team
I have applied for my child trust fund…
I have applied for my child trust fund 6 months ago and still have not received my letter and cheque
December 27, 2025
Reply from OneFamily
Hello Conan
Thanks for your review, and we're sorry you haven't received your cheque.
We've sent you an email so we can look to get your funds reissued to you.
Many thanks
Chloe
Customer Relationship Representative
Reply from OneFamily
Hello Joshua
Thanks for your review.
Different funds can perform in different ways, as they each follow different investment strategies. We’re sorry to hear that your fund hasn't performed as well as another you've seen.
If you'd like us to look into this further and discuss the options available to you, please send an email to customer.relations@onefamily.com.
Many thanks
Chloe
Customer Relationship Representative
Reply from OneFamily
We're happy to hear that our timing and delivery met your expectations. Thank you for your positive feedback; we appreciate it!
Claire
Customer Relationship Team
I requested for my title to be changed…
I requested for my title to be changed as i wanted to access my money and had changed my name years ago. The process was very smooth sailing and the team had it changed the following day. Very quick very efficient!
May 12, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that the title change process went smoothly and quickly for you. We appreciate your feedback and are glad we could efficiently assist you with accessing your money after your name change.
Claire
Customer Relationship Team
Great savings for your kids but…
Great savings for your kids but absolutely terrible website, takes hours to go through the withdraw process as just stays on loading, they also use yoti as there id verification with is utterly terrible.
May 11, 2026
Unprompted review
Reply from OneFamily
Hello Ralph
Thank you for your review. We’re sorry you’ve had a difficult experience using our website, and we appreciate your feedback about our ID verification service.
If your child is having trouble withdrawing money online, please ask them to call us on 0344 8 920920 and we’ll be happy to help. We can also take cheque withdrawal requests over the phone.
Many thanks
Chloe
Customer Relationship Representative
Sherry who dealt with me was really…
Sherry who dealt with me was really understanding with setting up the account for me and made it really easy for me.
May 11, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that the account setup was easy, and the person assisting you was understanding. We appreciate you sharing your positive experience with us!
Claire
Customer Relationship Team
Lara was so helpful
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 bother for her and she really made the situation so stress free and put me at ease throughout. Thank you Lara!!
May 11, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that the phone call was helpful and informative while setting up the junior ISA. We appreciate you mentioning the patience and thorough explanations provided. Thank you for your positive feedback!
Claire
Customer Relationship Team
Reply from OneFamily
Thanks for your positive review!
Claire
Customer Relationship Representative
Very efficient
Very efficient, dealt with the matter instantly. Quick and easily dealt with as a company
May 4, 2026
Reply from OneFamily
We're happy to hear that your matter was dealt with instantly and efficiently. We appreciate your positive feedback regarding your experience with us.
Claire
Customer Relationship Team
Instructions on how to use the app…
Instructions on how to use the app where very clear and easy to use, waiting for the money to arrive takes a couple of days but thats expected, other than that the app is perfect.
April 30, 2026
Reply from OneFamily
We're happy to hear that our website's instructions were clear and easy to use! We appreciate your patience regarding the processing time for funds and thank you for your positive feedback.
Claire
Customer Relationship Team
Reply from OneFamily
Hi Lucy-Lu
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
easy and simple but i’m still waiting…
easy and simple but i’m still waiting on my money to come through
May 7, 2026
Reply from OneFamily
Hi Ashton
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
Quick and simple
May 1, 2026
Reply from OneFamily
Hi Harry
Thanks for your positive review! We're glad you found our service simple and quick.
Thanks
Shauna
Customer Relationship Team
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