Had the most amazing customer service experience from Sam Tully! He answered every question with ease and was a huge help. We had called from overseas with many issues from an international standpoint... See more
Company replied
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The advisor that I was speaking to today, Rosa Mantuano, was so lovely, helpful and patient. The call got cut a few times, which I understand can be quite frustrating, but she was so calm, polite and... See more
Company replied
i rung about my trust fund yesterday as i was having problems doing it myself, needing to update some details and access the trust fund. The man i spoke with was very helpful, polite and understanding... 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
4.2
Great
4K reviews
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May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Such a sigma app got me trustfund in…
Such a sigma app got me trustfund in now can buy packet
19 April 2026
Unprompted review
Reply from OneFamily
We appreciate your positive feedback. Thank you for sharing!
Claire
Customer Relationship Team
Trust fund
I got my trust fund and it has helped me a lot, now able to get my first car and the process was so quick and easy
10 April 2026
Reply from OneFamily
We're happy to hear that your Child Trust Fund has been so helpful! It's great to know the process was quick and easy.
Claire
Customer Relationship Team
Reply from OneFamily
Hi Malyka
Thank you for your review.
We're sorry you're unhappy with the amount you've received.
So we can look into this further for you, please could you email us at customer.relations@onefamily.com with more details of the amount you were expecting and the amount you received.
Many thanks
Hannah
Customer Relationship Representative
Super fast and easy to do
15 April 2026
Reply from OneFamily
We're happy to hear that your experience was super fast and easy. Thank you for your positive feedback; it means a lot to us.
Claire
Customer Relationship Team
Reply from OneFamily
We're happy to hear that you found our response easy and quick. Thank you for your positive feedback; we appreciate it!
Claire
Customer Relationship Team
Easy and quick
16 April 2026
Reply from OneFamily
Thank you for your positive review! We're glad to hear you're happy with the service provided.
Thanks,
Claire
Customer Relationship Team
Excellent service
Excellent service. Very easy for me to communicate, replied fast and updated my information straight away. I am very pleased
14 April 2026
Unprompted review
Reply from OneFamily
We're happy to hear that you found our service excellent! We appreciate your kind words regarding our communication and swift updates to your information. Thank you!
Claire
Customer Relationship Team
session time out
had to get a cheque because when i logged on to yoti would say that my session has expired when i went back onto the onefamily website
8 April 2026
Reply from OneFamily
Hi Jayden
Thank you for sharing your experience with us.
I'm sorry you had trouble using the Yoti app to make a withdrawal and for any inconvenience this caused. We've raised your feedback with our Customer Experience Team to be reviewed.
We offer cheque withdrawals as an alternative to using Yoti, and I'm glad this option worked for you. Cheques usually arrive within 7-10 working days, and I trust you'll receive your funds shortly.
If there's anything we can do to help, please email your details to customer.relations@onefamily.com.
Thanks,
Shauna
Customer Relations
Didn't have much interaction as it was…
Didn't have much interaction as it was the Child Trust Fund but I was disappointed that the final total was much less than on screen and the charges were not up front and clear at the time of cashing out.
26 March 2026
Reply from OneFamily
Hi Leigh
Thanks for your review and sharing your experience with us.
I can confirm there are no withdrawal charges for our Child Trust Fund (CTF) products. If the CTF was invested in stocks and shares it's possible for the value to fluctuate after the withdrawal instruction is given as we sell the units the next working day.
We try our best to make this clear in the withdrawal journey, but I'm sorry you weren't aware of this and for the disappointment caused.
If you'd like to discuss this further, please email the account details to customer.relations@onefamily.com.
Many thanks,
Shauna
Customer Relations
Good and clear
14 April 2026
Unprompted review
Reply from OneFamily
Thank you for your review! We're glad you had a positive experience with us.
Claire
Customer Relationship Team
Reply from OneFamily
We are so happy to hear that you found our team helpful and friendly. Thank you for your positive feedback!
Claire
Customer Relationship Team
Great service
9 April 2026
Reply from OneFamily
We're glad you're happy with the service received. Thank you for your positive review!
Claire
Customer Relationship Team
Hassle and data collecting
Hassle and data collecting. They collect data from you and use it to make money out for you. Takes ages to process the funds into ur account. You have to accept the privacy claims to get the money meaning without ur data u can’t get anything
14 April 2026
Unprompted review
Reply from OneFamily
Hi Ben
I'm sorry you're disappointed with your experience with us.
If you'd like to discuss this, please email your account details to customer.relations@onefamily.com.
All personal data is processed in line with our privacy policy which you can view at the below link.
https://www.onefamily.com/privacy-notice/
Thanks
Shauna
Customer Relations
Very Good 😊
My son's trust fund matured, and the procedure for cash withdrawal was uncomplicated and direct. He tried the Yoti option but was timed out, so he chose to receive a cheque, which arrived within the specified timeframe. This resulted in a positive outcome, therefore I would highly recommend one family. I observed that several other reviews referenced Yoti, so it might be beneficial to explore the reasons behind this issue, access to which would make the process even more positive.
We also liked there was no hard sell in getting you to reinvest the funds the choice is your own with no influence.
12 April 2026
Unprompted review
Reply from OneFamily
We're happy to hear that your son's trust fund withdrawal was straightforward and that the cheque arrived promptly. We appreciate you highlighting the Yoti issue; we'll investigate this further. Thank you for your recommendation.
Claire
Customer Relationship Team
Ordered my check nearly 3 weeks ago…
Ordered my check nearly 3 weeks ago after being told 10 days. Was told to ring back a certain day which I did to be told now it could be re issued. Wait times are ridiculous to get a phone call and the waiting times for the check are even worse
13 April 2026
Unprompted review
Reply from OneFamily
Hi Kamran
Thanks for sharing your experience with us and I'm sorry your cheque didn't arrive.
We send post via Royal Mail in good faith but have no control over correspondence once it's left us.
I'm also sorry you had trouble reaching us by phone. We're currently training more staff to deal with the increased number of calls.
Please email your account details to customer.relations@onefamily.com so we can get this resolved for you.
Thanks,
Shauna
Customer Relationship Team
it was difficult to try to get the…
it was difficult to try to get the money transferred into my bank account because you wanted us to use a yoti identification app and wouldn’t let me do it over the phone so i opted for a cheque instead
7 April 2026
Reply from OneFamily
Hi Lyla
I’m sorry you’ve had trouble using the Yoti app to make a withdrawal and for any inconvenience this caused. As Child Trust Funds (CTFs) were set up by HM Revenue & Customs and are accessed at 18, we have to carefully balance accessibility with protection of the funds and making sure CTFs can only be withdrawn by the policy holder.
I realise Yoti didn’t work for you in this instance and I’m sorry. Please be assured, our intention isn’t to make accessing the funds difficult. Our top priority is safeguarding your funds so they can only be withdrawn by you.
If you’d like to discuss your account further, please email us at customer.relations@onefamily.com.
Thanks,
Shauna
Customer Relationship Team
It was not as much as a hassle as i…
It was not as much as a hassle as i thought it would be to access my account etc. nice and easy to figure out. Was brilliant.
8 April 2026
Reply from OneFamily
We're happy to hear that accessing your account was a smooth experience! It's great to know that you found the process easy to figure out. Thank you for your brilliant feedback.
Claire
Customer Relationship Team
Rip-off management fees
Charge absolutely shocking 1.5% management fee for a tracker product where they simply buy the shares in an index and no fund management expertise is required. Management fees for this type of product should be around a tenth of this level.
9 April 2026
Unprompted review
Reply from OneFamily
Hi David
Thank you for your review.
Our investment products include a charge for managing the Fund you chose to invest in. For our Junior ISA and Investment Child Trust Fund funds this is currently 1.5%. This is to cover the yearly cost of managing the investments.
I’m sorry you’re disappointed with the charge. If you’d like to discuss this further, please email your account details to customer.relations@onefamily.com so we can provide details about the specific fund you’re invested in.
Thanks,
Shauna
Customer Relationship Team
I have called over 10 times to try and…
I have called over 10 times to try and withdraw my CTF since December each time I have been on the hold for over an hour and still have had no answer from a person working there ! Whats going on ?! Is this normal ?
10 April 2026
Unprompted review
Reply from OneFamily
Hello Harry
Sorry for the trouble you’ve had so far trying to get in contact. Please send your name and date of birth by email to customer.relations@onefamily.com so we can help you get the answers you need.
Many thanks
Lisa
Customer Relationship Representative
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