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
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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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Reply from OneFamily
Hello Joshua
Thanks for your review.
Different funds can perform in different ways, as they each follow different investment strategies. We’re sorry to hear that your fund hasn't performed as well as another you've seen.
If you'd like us to look into this further and discuss the options available to you, please send an email to customer.relations@onefamily.com.
Many thanks
Chloe
Customer Relationship Representative
Reply from OneFamily
We're happy to hear that our timing and delivery met your expectations. Thank you for your positive feedback; we appreciate it!
Claire
Customer Relationship Team
I requested for my title to be changed…
I requested for my title to be changed as i wanted to access my money and had changed my name years ago. The process was very smooth sailing and the team had it changed the following day. Very quick very efficient!
12 May 2026
Unprompted review
Reply from OneFamily
We're happy to hear that the title change process went smoothly and quickly for you. We appreciate your feedback and are glad we could efficiently assist you with accessing your money after your name change.
Claire
Customer Relationship Team
Great savings for your kids but…
Great savings for your kids but absolutely terrible website, takes hours to go through the withdraw process as just stays on loading, they also use yoti as there id verification with is utterly terrible.
11 May 2026
Unprompted review
Reply from OneFamily
Hello Ralph
Thank you for your review. We’re sorry you’ve had a difficult experience using our website, and we appreciate your feedback about our ID verification service.
If your child is having trouble withdrawing money online, please ask them to call us on 0344 8 920920 and we’ll be happy to help. We can also take cheque withdrawal requests over the phone.
Many thanks
Chloe
Customer Relationship Representative
Sherry who dealt with me was really…
Sherry who dealt with me was really understanding with setting up the account for me and made it really easy for me.
11 May 2026
Unprompted review
Reply from OneFamily
We're happy to hear that the account setup was easy, and the person assisting you was understanding. We appreciate you sharing your positive experience with us!
Claire
Customer Relationship Team
Lara was so helpful
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 bother for her and she really made the situation so stress free and put me at ease throughout. Thank you Lara!!
11 May 2026
Unprompted review
Reply from OneFamily
We're happy to hear that the phone call was helpful and informative while setting up the junior ISA. We appreciate you mentioning the patience and thorough explanations provided. Thank you for your positive feedback!
Claire
Customer Relationship Team
Reply from OneFamily
Thanks for your positive review!
Claire
Customer Relationship Representative
Very efficient
Very efficient, dealt with the matter instantly. Quick and easily dealt with as a company
4 May 2026
Reply from OneFamily
We're happy to hear that your matter was dealt with instantly and efficiently. We appreciate your positive feedback regarding your experience with us.
Claire
Customer Relationship Team
Instructions on how to use the app…
Instructions on how to use the app where very clear and easy to use, waiting for the money to arrive takes a couple of days but thats expected, other than that the app is perfect.
30 April 2026
Reply from OneFamily
We're happy to hear that our website's instructions were clear and easy to use! We appreciate your patience regarding the processing time for funds and thank you for your positive feedback.
Claire
Customer Relationship Team
Reply from OneFamily
Hi Lucy-Lu
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
easy and simple but i’m still waiting…
easy and simple but i’m still waiting on my money to come through
7 May 2026
Reply from OneFamily
Hi Ashton
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
Quick and simple
1 May 2026
Reply from OneFamily
Hi Harry
Thanks for your positive review! We're glad you found our service simple and quick.
Thanks
Shauna
Customer Relationship Team
Talking to Jared Cox who had patience…
Talking to Jared Cox who had patience and understanding .Very polite and easy to talk to.
6 May 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!
6 May 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.
24 April 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
28 March 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.
29 April 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.
5 May 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
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
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