OneFamily Reviews 

- Long wait times on the phone.
- Lack of communication, I have had to do all the chasing up which has been on numerous occasions.
- Hanging onto my money and I feel as if my money was being held hostage by them. all I wanted was a simple withdrawal of MY money.
- This process has taken weeks
- Would not recommend OneFamily to anyone ever.

Wen added through cheque I got £100 sent to my account, wen I phoned the bank they sed, your trust fund will come tomorrow night.
He has no clue why I have an extra £100 no record of it being added. (not in debt) 🫪🤷‍♂️

Brilliant, opened my account a week ago and was surprised with the amount in it. Got my money within days and received my cheque within 2 days. Great service would 100% recommend!

My wife and I both have over 50's /Funeral plans with this company.We have been with them since the were Engage Mutual but in those day you could telephone them and get an answer.
For some reason, on some issues, they will not accept emails but will accept a letter and trying to get an answer on the telephone is ridiculous.
I am concerned that if I die and my nominated benefactor has to contact them my funeral will be over and the family will be clearing up after my wake.
I have lost all confidence in this company and I know I cant get my money back.

Never known anything like it, trying to transfer my sons Junior ISA from NS&I to them, 3 months later still not done, no timescale as to when it will be completed, no actual response to messages just copy and paste answers.

it took far to long for my child trust fund to transfer and when i tried to contact support i didn’t hear back for several days

I recently withdrew the money out of my account through the website. When i received the money it was less than what was originally shown when i pressed withdraw. After calling to ask why, i was informed that they sell the units the next day so you arent guaranteed the amount shown, which was not made clear on the website. However after withdrawing the account closes and the balance shows zero instantly. This would indicate that you are going to receive the amount that was shown. If you are not going to receive the full amount then the account should remain open with the amount visible till the units are sold. If they are not willing to do this then they should pay you the full amount shown before the account closed. I am very disappointed by this as i didn't receive the amount i was expecting.

The support off of the call operators was amazing they was really understanding when I asked for help

Great service thank you

The cheque arrived within 3 days! Brilliant company, happy with the outcome. Highly recommend! Thank you!

Thank you for your service so far it has been a fairly simple to use experience especially using your website however I cannot give you more than two stars because I find it very opaque it lacks the transparency which I would expect from an investment service, in the list to show some progress charts and some forecasts and outlooks to show the history of the account where it's been it's growth it's accumulated earning together and separately from the contribution etc but unfortunately none of these are available. I feel I am literally blind when it comes to one to find out what's happening with my money all I see is just the total amount. It would be great if you could improve it but unfortunately I won't be the one to benefit from it in the future.

Over 18 years I only managed to get about £55 pounds from this in total I only had 305 pounds while’s my someone else got 800 pounds that’s ridiculous

Excellent
Efficient very nice people on the phone.

I transferred my LISA to OneFamily in January and have now made multiple monthly contributions, yet the government bonus has still not been applied.

Despite raising multiple complaints, I have made no progress beyond my initial phone call. After six months, my case is still supposedly “under investigation,” which is completely unacceptable.

I have repeatedly been told the issue lies with my previous provider. However, after contacting them directly, they have confirmed everything is correct on their side. This contradiction has not been properly addressed.

I have spent hours on the phone with customer services, only to be passed from pillar to post.
I have also asked several times for a clear timescale for when this issue will be resolved, but this has been consistently avoided.
At this stage, the lack of accountability and progress is extremely concerning. The situation simply doesn’t add up.

They offered me £100 as a goodwill gesture, have chosen to not accept it until this fiasco has been rectified.

I will now be escalating this matter to the Financial Ombudsman Service.

11/06 update - I have spoken to my previous provider, who confirmed that everything looks to be in order on their side. However, it gets worse!
An additional amount was transferred to OneFamily in February for my account closure.
This amount is not reflected in my account. As a result, it appears that OneFamily has been in receipt of my funds without acknowledging or disclosing this to me.

It keeps getting worse and worse, what an absolute shambles. It's been 6 months. Something just doesn't add up. Considering Onefamily charge 1.1% annually (one of the highest in the UK) and other LISA providers offer a fraction of what they charge. I can imagine it's a more professional service too.

Had to change my name, they were very supportive and quick on replying. Had my details changed within 24 hours. No complaints, I was very happy and pleased with the outcome

money arrived extremely fast after requesting withdrawal!!! amazing

Very professional, straightforward and a pleasant experience