Honestly the nicest guy ever, after multiple, multipleeeee emails and confusion on my part, Charlie sorted the issue an kept professional courteous and positive throughout.. At nearly 40, nicest guy... See more
Company replied
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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
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
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
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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
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I requested my trust fund as a cheque…
I requested my trust fund as a cheque and I havent received it
3 May 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
27 April 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
3 May 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!
26 April 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
1 May 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
1 May 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
23 April 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
30 April 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
23 April 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.
29 April 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
28 April 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
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
29 April 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.
28 April 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
11 April 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.
27 April 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
26 April 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!
26 April 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
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