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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Talking to Jared Cox who had patience…
Talking to Jared Cox who had patience and understanding .Very polite and easy to talk to.
May 6, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that you found our team member polite, understanding, and easy to talk to. We appreciate you taking the time to share your positive experience!
Claire
Customer Relationship Team
18 years worth of investment amounting…
18 years worth of investment amounting to £700 - pathetic.
Customer service is a nightmare to get through too.
Online portal refused to allow us to access the money and by the time it did the funds had dropped £50! Convenient!
May 6, 2026
Reply from OneFamily
Hi Sally
Thank you for your review. I'm sorry you're unhappy with the performance of your investment and the service you received.
Please email your account details to customer.relations@onefamily.com so we can investigate this for you.
Thanks
Shauna
Customer Relationship Team
Communications with the company was great
Communications with the company was very easy and the telephone operative (Mohammad M)was really informative and dealt with my question in a very professional manner. All of my questions were answered.
April 24, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that our communications were easy and helpful. We appreciate your positive feedback regarding the informative and professional support you received. Thank you for sharing your experience!
Claire
Customer Relationship Team
When I kept checking my one family…
When I kept checking my one family account for some reason my money kept getting deducted for some reason like someone was taking it out when no one could
March 28, 2026
Reply from OneFamily
Hi Zikra
Thank you for your review.
If you had a stocks and shares account with us, it's normal for the value to fluctuate daily in line with the stock market. I appreciate it may be disappointing if the value drops, but please be assured it's normal for the value to rise and fall with this type of account.
If you have any concerns about fraudulent activity on your account, please email your details to customer.relations@onefamily.com so we can investigate this for you.
Thanks
Shauna
Customer Relationship Team
It was easy to find my child trust fund…
It was easy to find my child trust fund account. However I couldn’t do the bank transfer as by the time Yoti had verified me I was timed out on my account so I have had to opt for a cheque.
April 29, 2026
Reply from OneFamily
Hi Maisie
Thank you for your review.
I'm sorry you had trouble withdrawing your funds using Yoti, but glad you were still able to access your money via cheque.
If you have any concerns or would like to discuss this with us, please email your details to customer.relations@onefamily.com.
Thanks
Shauna
Customer Relationship Team
Very happy with my experience
Very easy to access my account as a first time user and also very difficult for other people to access my account which is good. Extremely happy with the amount of money i am to receive and a very reasonable waiting time for it to come through.
May 5, 2026
Reply from OneFamily
We're happy to hear that you found accessing your account easy and secure. We're also glad you're pleased with the payment amount and processing time. Thank you for your positive feedback!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Clinton
Thanks for your review.
If there's anything you'd like to discuss with us please email your details to customer.relations@onefamily.com
Thanks
Shauna
Customer Relationship Team
I requested my trust fund as a cheque…
I requested my trust fund as a cheque and I havent received it
May 3, 2026
Reply from OneFamily
Hi Miah
Thanks for sharing your experience with us.
I'm sorry you haven't received your cheque yet. Cheques usually take 7-10 working days to arrive but this may vary depending on Royal Mail delivery timeframes in your area.
If you don't receive your cheque within 10 working days, please call us on 0344 8 920 920 so we can cancel and reissue this for you.
Thanks
Shauna
Customer Relationship Team
Great products
They are great looked after my daughter money and it was super fast withdrawal
April 27, 2026
Reply from OneFamily
We're happy to hear you had a good experience with us and the withdrawal was super fast. Thank you for your positive feedback!
Claire
Customer Relationship Team
My service…
From deciding what to do to receiving my money the service was quick easy and very professional. Thank you
May 3, 2026
Reply from OneFamily
We're happy to hear that our service was quick, easy, and professional. Thank you for your positive feedback; we appreciate it a lot!
Claire
Customer Relationship Team
Simple and easy to withdraw money
Simple and easy to withdraw money, they made a mistake when registering my account as they spelt my name wrong but they were quick and polite when fixing it. Overall good and easy experience!
April 26, 2026
Reply from OneFamily
We're glad withdrawing money was simple. We apologize for the error during your account registration, and we're glad it was fixed quickly. Thank you for your feedback!
Claire
Customer Relationship Team
Was so easy to get my child trust fund
May 1, 2026
Reply from OneFamily
We're glad you had a positive experience with us. Thank you for your feedback!
Claire
Customer Relationship Team
Reply from OneFamily
We're happy to hear that you had an easy withdrawal experience. We wish you all the best in learning to drive!
Claire
Customer Relationship Team
Reply from OneFamily
We're happy to hear that you received your money on time. We appreciate your positive feedback and thank you for sharing.
Claire
Customer Relationship Team
Hi I haven't had my cheque through yet…
Hi I haven't had my cheque through yet thanks
May 1, 2026
Unprompted review
Reply from OneFamily
Dear Corey
Thanks for your review and I'm sorry you haven't received your cheque yet.
Please could you send an email with your policy number to customer.relations@onefamily.com so we can look into this for you?
Many thanks
Chloe
Customer Relationship Representative
Quick and easy
April 23, 2026
Reply from OneFamily
We're glad you found our services quick and easy, thanks for your positive feedback.
Claire
Customer Relationship Representative
it was really good
it was really good, quick and easy, and they had great communication through emails
April 30, 2026
Reply from OneFamily
We're glad you found our service quick and easy! It's great to know our email communication met your needs. Thank you for your positive feedback.
Claire
Customer Relationship Team
Onefamily child trust fund
Bit confusing at first but once sorted had all my money go to the right places
April 23, 2026
Reply from OneFamily
We're happy to hear that your money went to the right places. We appreciate your feedback regarding the initial confusion and will use it to improve.
Claire
Customer Relationship Team
Lara was great to speak with
Lara was great to speak with, very clear in answering any questions I had.
Talked me through the process for my daughter to access her own account and sent on the information.
A more than pleasant experience.
Thank you very much Lara.
April 29, 2026
Unprompted review
Reply from OneFamily
We're happy to hear that you had a pleasant experience. We appreciate you taking the time to share your feedback and we're glad the information provided was helpful in accessing the account.
Claire
Customer Relationship Team
appalling "customer service"
we are attempting to make a claim under their terminal illness policy, i have never had to deal with such a difficult company who have shown zero compassion to our family and my father who is terminally ill.
i completely understand and expect them to undertake checks to confirm we arent lying but they are doing everything by post, this is taking weeks, weeks which my father simply does not have and apparently this is my fault for not supplying an email address for his consultant despite their own form not asking for nor having any space for me to offer this information
call centre wont allow you to talk to team that deal with terminal illness claims and you also arent allowed to escalate your call to a manager. they take your comments on board then 3 days later write to you. why are they still writing to people when they have my email and phone number and everyone knows royal mail is almost on its backside with post taking weeks to get to anyone.
i was given a complaints email address yet still no response, pitiful
i think they are hoping that the delay they are causing means my father will pass away and the paperwork will be easier for them if i provide a death certificate.
appalling no other word for the level of service we have been given
April 28, 2026
Unprompted review
Reply from OneFamily
Dear Tracy
Thanks for your review, and I'm sorry for the difficult experience you've had with this process. This isn't the level of service we aim to provide.
We've raised your concerns and will be in touch to discuss this with you shortly.
Many thanks
Chloe
Customer Relationship Representative
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