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
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
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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One family review
My daughter and I spoke to Harry who was so incredibly helpful, professional and polite. He talked us through the process so we had a crystal clear understanding of our investment and the changes we were making. Thank you Harry!
28 May 2026
Unprompted review
Reply from OneFamily
We're so glad to hear our team provided such a clear and helpful experience. Your kind words are truly appreciated!
Claire
Customer Relationship Team
Very pleasant to deal with done the…
Very pleasant to deal with done the withdrawal online within 2 day's the cheque came through the post all in all very satisfactory experience....
27 May 2026
Reply from OneFamily
We're so glad to hear you had a very satisfactory experience with your online withdrawal and timely cheque delivery. Thank you for your positive feedback!
Claire
Customer Relationship Team
I submitted my trust fund a week ago…
I submitted my trust fund a week ago and it’s still not landed
27 May 2026
Reply from OneFamily
Hi Alfie
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
Reply from OneFamily
We are so glad you found our steps easy to follow. Thank you for your kind words!
Claire
Customer Relationship Team
Reply from OneFamily
We are so happy you found our service easy and fast. We appreciate your kind words!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Lily
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
my experience
it’s really easy to contact them and they very much help when you are struggling with the app.
20 May 2026
Reply from OneFamily
We're glad to hear our team provided excellent support when you needed assistance with the app. Thank you for your kind words!
Claire
Customer Relationship Team
Reply from OneFamily
We appreciate your positive feedback. We can check on your payment if you want to forward your details to customer.relations@onefamily.com
Claire
Customer Relationship Team
Reply from OneFamily
We're so glad you found the app easy to use and recommend it! Thank you for your positive feedback.
Claire
Customer Relationship Team
I'd totally forgot about my child's…
I'd totally forgot about my child's trust fund ..so he had a huge suprise on his 18 th birthday website is easy to use to .
8 May 2026
Reply from OneFamily
We're so glad to hear about your child's wonderful surprise and that our website was easy for you to use! Thank you for sharing.
Claire
Customer Relationship Team
the man on the phone was so helpful in…
the man on the phone was so helpful in helping me change my name and got it changed the same day! got my child trust fund only a few days later
12 May 2026
Reply from OneFamily
We're so happy to hear our team provided helpful service! Thank you for your feedback.
Claire
Customer Relationship Team
Terrible company mother was sold life…
Terrible company mother was sold life insurance but has her age and hard of hearing didn't realise it was a life insurance so when we enquired about it to be told its life insurance and she can cancel it but loses all her money I wonder who well get that ,has the lady i spoke too was not very helpful at all and very rude
21 May 2026
Unprompted review
Reply from OneFamily
Hi Karen
Thank you for your review.
We're sorry you and your mother have had this experience with us. So we can investigate this for you, please could you send through your mothers policy number to customer.relations@onefamily.com.
Many thanks
Hannah
Customer Relationship Representative
The lady on the phone was honestly so…
The lady on the phone was honestly so helpful , she ran me through everything on the phone and told me what to do step by step and was so patient, big thanks to that girl!
15 May 2026
Reply from OneFamily
We are so glad to hear our team provided such helpful support. Thank you for sharing your positive experience!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Ben
Thank you for your review.
We understand the verification process can be inconvenient but this is for the safeguarding of your account and money. Feedback about your experience will be passed on.
Hannah
Customer Relationship Team
Very helpful quick response,m rhe only…
Very helpful quick response, the only downside you dont have an app to use,in ths modern world
Will there be one being created
20 May 2026
Unprompted review
Reply from OneFamily
We appreciate your positive feedback! Your feedback about the app will be passed on.
Claire
Customer Relationship Team
Helped to get covet if anything…
Helped to get covet if anything happended to me freindly and helpful
20 May 2026
Unprompted review
Reply from OneFamily
We're glad we could help. Thank you for your positive feedback!
Claire
Customer Relationship Team
Reply from OneFamily
We are so glad you had a good experience and appreciate your kind words about our customer care!
Claire
Customer Relationship Team
Jared Cox was the consumate…
Jared Cox was the consumate professional . Polite , he listened and ultimately sorted my query which was very much appreciated !
19 May 2026
Unprompted review
Reply from OneFamily
We're happy to hear you had such a positive experience. We appreciate your kind words about the professional support you received. Thank you for your feedback.
Claire
Customer Relationship Team
Absolutely fantastic company…
Absolutely fantastic company transaction from my CTF was fast and secure and was updated at every step thank you so much
19 May 2026
Reply from OneFamily
Thank you for your feedback!
Claire
Customer Relationship Team
Daughter has not recieved check 10days…
Daughter has not recieved check 10days over the time allocated
Called and they said Royal Mail are delayed with delivery!!! We have had no issue with Royal Mail in our area
Why is it so hard to with draw HER money ?? This company is a joke
19 May 2026
Unprompted review
Reply from OneFamily
Hi
We're sorry your daughter hasn't received her cheque. So we can look into this for you, please could you send us the account number to customer.relations@onefamily.com.
Many thanks
Hannah
Customer Relationship Representative
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