OneFamily Reviews 

Bit confusing at first but once sorted had all my money go to the right places

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.

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

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

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.

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

Made my money safe in the account trust them

Had a couple of accounts with OneFamily, excellent friendly customer service every time and my recent transfer was done so easily and quickly.

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

easy to access, easy to log in, money withdrawn and in my bank within a couple of days. overall great experience, thank you!

Very easy instructions,

tried over and over to withdraw full balance and it kept having errors, the minute i chose option so draw some and save some it worked! shocking

I would fo continued saving with onefmaily however you appeared to force me into making a digital ID so I could withdraw my money penalty free but im not going to make a digital ID so I withdrew all of it and took the 20% penalty so I can save with my normal bank. I am aware you guys have not always used the digital ID option so I suggest you get rid of it

Do your research
We didn't get as much as friends who went elsewhere. By as much as £1000

trust fund still hasn’t come in yet and its been a month

Dealing with this company is impossible (in my experience), you can never talk to anybody, and they don't deal with requests.

I have been trying to get my hands on my money since March 2024, with no success!

Was amazing help

Shanta Ali was extremely knowledgeable and helpful. She was very friendly and patient, and helped me set up my account extremely efficiently.

I had a slight issue and they dealt with it very quickly and it has left me with no worries

Was good and helpful
The money I did withdraw came within a week