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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Miss managed our investment
Miss managed our investment, meaning that we lost money, because when the value dropped early in the long fixed term they transfered to cash, so the value never recovered. Most other comparable investments didn't do this & performed well.
The website doesn't work properly on several major browsers.
7 August 2026
Reply from OneFamily
Hi
Thanks for your review. I'm sorry the performance of your fund wasn't what you expected.
If you'd like us to take a look at the account and break down the performance for you, please contact us using customer.relations@onefamily.com and we'll be in touch
Thanks
Claire
Customer Relationship Team
Annie was so unbelievably helpful
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 you!
7 August 2026
Unprompted review
Reply from OneFamily
Hi Joanna
Really glad to hear Annie could help. Thanks for sharing your experience, i'll be sure to let her manager know.
Claire
Customer Relationship Team
This company is really helpful and easy…
This company is really helpful and easy to use, ive beein using them for 20+ years.
7 August 2026
Unprompted review
Reply from OneFamily
Hi Danielle
Thanks for your review - its really great to hear about your experience with us over the long term!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Mush
Thanks for your review, glad we could help even if it was a bit confusing to start off with.
Claire
Customer Relationship Team
Reply from OneFamily
Hi Zyulbie
Glad to hear you found our team kind, helpful, and understanding.
Your feedback means a lot to us - thank you!
Claire
Customer Relationship Team
Great and easy enough to do.
30 July 2026
Reply from OneFamily
Hi Bettina
Happy to hear that you found us easy to use. Thanks for your feedback!
Claire
Customer Relationship Team
Not user friendly
Not user friendly, wouldn’t let me use my Yoti account and just kept timing out - generally glitchy and clunky. Had to get a cheque instead which is taking a lot longer and I am not a fan on sending cheques in the mail anyway.
30 July 2026
Reply from OneFamily
Hi Anna
Thanks for your review. Sorry you had issues using Yoti so you needed to request a cheque instead.
I’d like to understand a little more what happened, so please can you email customer.relations@onefamily.com, and we’ll be in touch.
Thanks
Claire - Customer Relationship Team
VERY HAPPY WITH THE SERVICE AND SUPPORT…
VERY HAPPY WITH THE SERVICE AND SUPPORT THIS COMPANY PROVIDES
4 August 2026
Unprompted review
Reply from OneFamily
Hi Naseem
Happy to to hear that our service and support met your expectations. Thanks for your feedback!
Claire
Customer Relationship Team
Absolute scumbags I hope they can sleep at night leaving 2 kids without Wen it's supposed to b fr them in emergencys
I was sold a scam policy I was told wen I opened it I could access the money on demand and have a letter which I received yesterday stating thati can access on demand BT now Ur saying I can't access the money until the kids are 18 which was never stated on wen I opened it ..it's my money i pay it it was only iput n the kids names because it was for them fr an emergency n now it is U won't release them I NVR even needed it all I only asked for so much which was my right n now Ur playing god wi my money absolute scumbags
4 August 2026
Unprompted review
Reply from OneFamily
Hi Georgie
Thanks for your review. I'm sorry you weren’t aware that money held in Child Trust Funds/Junior ISAs was only available to the children, and only once they turn 18.
I understand how this can be frustrating, especially if you need to access to the funds now.
Unfortunately, this is a HMRC requirement, so not something we’re allowed to change – and applies to all CTFs/JISAs.
However, I’d like to see if there is something we can do to help, so please can you email customer.relations@onefamily.com, and we’ll be in touch.
Thanks
Claire - Customer Relationship Team
I have an account for all 3 of my…
I have an account for all 3 of my children my eldest child's account had matured. One family was very help with supporting him with various information on ways he could of use his money. Thanks once again.
4 August 2026
Unprompted review
Reply from OneFamily
Hi Shevon
Pleased to hear we could help you and your family.
Thanks for sharing your experience.
Claire
Customer Relationship Team
I love it my trust fund said it was…
I love it my trust fund said it was going to
Come in 5 days and came in two I love them
3 August 2026
Reply from OneFamily
Hi Rachel
Really pleased to hear that your funds arrived sooner than expected! Thanks for sharing your experience with us.
Claire
Customer Relationship Team
Reply from OneFamily
Hi Sarah
Glad we could quickly sort out your request! Thanks for your feedback.
Claire
Customer Relationship Team
Easy access
It was easy to access the money and it was quick to get into my bank account
30 July 2026
Reply from OneFamily
Hi
Happy to hear that accessing your money was easy and it quickly reached you. Thanks for your review!
Claire
Customer Relationship Team
Thank you so much Sherry for helping me…
Thank you so much Sherry for helping me set up my lifetime isa, you were incredibly informative and helpful throughout. Your kindness and dedication shone through, and I have never had such a smooth call.
Sherry thank you being a star!
23 July 2026
Unprompted review
Reply from OneFamily
Hi Nicola
Really glad to hear Sherry could help - I've passed your feedback on to her Manager too.
Thanks for sharing your experience!
Claire
Customer Relationship Team
TERRIBLE!!!
Multiple times this shoddy organisation has let me and my friends down. From taking over three times the promised length for transferring funds, to leaving me stranded in a foreign country with no way of accessing my money, One Family is truly a deeply poor organisation that cares more for the reputation of the company than it does about you. Save yourself the difficulty now and put your money somewhere else. Somewhere safe, somewhere reliable and somewhere you can reach it.
30 July 2026
Unprompted review
Reply from OneFamily
Hi Olivia
Thanks for your review, I’m sorry you’ve had difficulty accessing your funds.
I understand this can be frustrating especially when abroad. So we can understand what’s happened, please can you contact us using customer.relations@onefamily.com, and we'll be in touch.
Thanks
Claire Customer Relationship Team
Fab and easy to use!
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 clearly explained by one family that it felt so easy to make a decision i felt good about. A really thought-through and easy-to-use website that makes feeling in control simple.
23 July 2026
Unprompted review
Reply from OneFamily
Hi Rachel
Great to hear we can help your mum regain access to her account, and you've found our website easy to use.
Thanks for your review.
Claire
Customer Relationship Team
Trash layout on mobile
Trash layout on mobile, horrible ui, unclear direction on website, additionally, when trying to withdrawl money, it times out in 30 seconds.
30 July 2026
Unprompted review
Reply from OneFamily
Hi Adrian
Thanks for your review and sharing your thoughts on our website
I've passed these on to our Marketing Team to review, but if you need anything in the meantime please feel free to contact us directly using customer.relations@onefamily.com, and we'll be in touch.
Claire
Customer Relationship Team
LISA explanation
I spoke to Lara on the phone today. She was extremely helpful and thorough when it came to explaining the details of my LISA. Lara you’re a credit to One Family, thank you.
29 July 2026
Unprompted review
Reply from OneFamily
Hi Luke
Happy to hear Lara could help - I've passed your feedback onto both her and her manager.
Thanks for sharing your experience!
Claire
Customer Relationship Team
Helped through everything and went…
Helped through everything and went through thing throughly to make sure it was all correct I am happy with the experience
21 July 2026
Reply from OneFamily
Hi Bradley
Thanks for your review, glad to hear you had such a great experience with us.
Claire
Customer Relationship Team
Completely failed to put through an ISA transfer
Completely failed to put through an ISA transfer, completely failed to let me know, completely failed to tell me my application was time lapsed, completely unavailable by phone, dozy and dilatory at every point.
18 May 2026
Unprompted review
Reply from OneFamily
Hi
Sorry to hear we made an error when transferring your ISA, and that the level of support you've received from us since hasn't been at the level you'd (or we'd) expect.
So we can have a look into this for you please can you email your details to customer.relations@onefamily.com and we'll be in touch.
Claire
Customer Relationship Team
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