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
- #94 of 106 best companies in Financial Institution
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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Absolutely avoid
Absolutely avoid! Incredibly difficult to get in touch with, wrong customer service phone number listed on their website, and their cash ISA doesn't even have mobile app access, which is not clearly mentioned when you open an ISA. I will be transferring my ISA to another provider ASAP. Shocking.
13 July 2026
Unprompted review
Reply from OneFamily
Dear Katia
Thanks for your review; I'm sorry you've had a difficult time getting in touch with us.
Our phone numbers are up to date on our website, but if you'd had issues with us, please send an email with more information to customer.relations@onefamily.com so we can provide guidance on this.
Many thanks
Chloe
Customer Relationship Representative
Getting hold of anyone
Been with this organization and it's predecessor for 40 years, this is the worst experience I have had in all that time. It took me 3 attempts to get through on the phone totalling over an hour on hold. A hour after getting through somebody from there rings my number asking for Ellie? It does not give much confidence in the current organization! William Moss.
9 July 2026
Unprompted review
Reply from OneFamily
Hi William
Sorry to hear we were difficult to get in touch with, and that you received a call asking for another customer.
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
Reply from OneFamily
Hi Tatiana
Glad we could help - thanks for your review!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Chloe
Thanks for your review, sorry you found our site hard to use.
If there's anything else you need, please feel free to contact customer.relations@onefamily.com, and we'll be in touch
Claire
Customer Relationship Team
Very quick and easy to do
9 July 2026
Reply from OneFamily
Hi Kane
Happy to hear that you found our service to be quick and easy. We appreciate your positive feedback!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Alisha-may
Glad we could be help! Thanks for your review.
Claire
Customer Relationship Team
I called up asking for help with my log…
I called up asking for help with my log in as i changed my last name in previous years and i got the best help very happy with the experience
25 June 2026
Reply from OneFamily
Hi Sian-Niamh
Happy to hear we could help you get logged in. Thanks for sharing your experience!
Claire
Customer Relationship Team
Great service and guidance helping me…
Great service and guidance helping me set up the account and explaining certain things.
8 July 2026
Unprompted review
Reply from OneFamily
Hi Thomas
Wonderful to hear we could help - thanks for your review
Claire
Customer Relationship Team
Easy instructions to access my trust…
Easy instructions to access my trust fund and make educated decisions on what type of accounts to save it in.
25 June 2026
Reply from OneFamily
Hi Elizabeth
Great to hear we made it easy for you to make a decisions about what to do next with your account.
Thank you for your review!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Jermaine
Thanks for your review - sorry you haven't received your funds yet. Please can you contact customer.relations@onefamily.com so we can have a look into this for you?
Claire
Customer Relationship Team
Had to speak over the phone to sort my…
Had to speak over the phone to sort my account out really helpful with information received it in check within 2 days good customer service
6 July 2026
Reply from OneFamily
Hi Daniel
Happy to hear our team was helpful and you got your cheque quickly!
Thanks for your review
Claire
Customer Relationship Team
Reply from OneFamily
Hi Helen
Happy to hear you found us easy to deal with. Thanks for your positive feedback!
Claire
Customer Relationship Team
A very easy process & fast delivery of…
A very easy process & fast delivery of cheques Thank you
29 June 2026
Reply from OneFamily
Hi Odhran
Great to hear you received your cheque quickly - thanks for your positive feedback!
Claire
Customer Relationship Team
Excellent customer service and actually…
Excellent customer service and actually managed to speak to a person on the telephone which is rare nowadays.
1 June 2026
Unprompted review
Reply from OneFamily
Hi Julia
Really pleased to hear you had such a positive experience with us. Thanks for taking the time to share your feedback.
Claire
Customer Relationship Team
Very good l understand all the…
Very good l understand all the benefits I receive excellent thanks you
3 July 2026
Reply from OneFamily
Hi Agib
Glad to hear you're happy with the service you've received from us. Thanks for your kind words.
Claire
Customer Relationship Team
Nice
Got a good response and did not have to wait long issue was sorted quickly
2 July 2026
Unprompted review
Reply from OneFamily
Hi idria
Happy to hear we could resolve your issue quickly and efficiently. Thank you for your positive feedback!
Claire
Customer Relationship Team
Government trust fund
Took 5 minutes to find my account and the amount in my Government trust fund. Money was in my account 3 days later. Fantastic service
25 June 2026
Reply from OneFamily
Hi Daniel
Glad to hear we could help you access your funds quickly and efficiently. We appreciate you sharing your positive experience with us!
Claire
Customer Relationship Team
very friendly staff who help with any…
very friendly staff who help with any querys!
in a very kind manner.
24 June 2026
Reply from OneFamily
Hi Summer
Happy to hear our staff provided such kind and helpful assistance with your queries!
Thanks for your review.
Claire
Customer Relationship Team
Excellent service over the years
Have insured with One Family for several years. Very efficient, very friendly and happy to continue.
29 June 2026
Unprompted review
Reply from OneFamily
Hi Margaret
Really pleased to hear you've had such a positive experience with us over the years.
We appreciate your kind words - thank you for your continued trust in our services!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Liam
Great to hear you found our service quick and straightforward.
Thanks for your review
Claire
Customer Relationship Team
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