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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Personable, professional and efficient service
Jared was very personable and knowledgable. He sorted out cashing in my existing bond and setting up a new one efficiently with a friendly and professional manner.
29 May 2026
Unprompted review
Reply from OneFamily
We're happy to hear your experience was efficient and professional. We appreciate your positive feedback and kind words.
Claire
Customer Relationship Team
My experience with OneFamily was very…
My experience with OneFamily was very good. I arranged to withdraw my Child Trust Fund, and the staff were very patient and helpful throughout the process. They took the time to explain everything to me and made sure I understood each step. This made the experience much less stressful and gave me confidence that everything was being handled properly.
28 May 2026
Reply from OneFamily
We're so glad to hear our team provided patient and helpful support during your Child Trust Fund withdrawal. It's wonderful to know we could make the process less stressful for you. Thank you for sharing your positive experience.
Claire
Customer Relationship Team
Reply from OneFamily
We're happy to hear that. Thank you for your positive feedback.
Claire
Customer Relationship Team
Child trust fund
Tried to withdraw my child trust fund and it's taking more than 7 working days to receive my fund. Trued calling to find out when I'll receive it and staff weren't very helpful at all.
29 May 2026
Reply from OneFamily
Hello
Thank you for your review.
I'm sorry you haven't received your funds as quickly as expected, and for the service received on the phone.
We've sent you an encrypted email regarding this, please check your main and spam inbox.
Many thanks
Chloe
Customer Relationship Representative
Fast and efficient services.
1 June 2026
Unprompted review
Reply from OneFamily
We are glad to hear you enjoyed our services. We appreciate your positive feedback.
Claire
Customer Relationship Team
Bad communication (devices) but great…
Bad communication (devices) but great service easy to figure out interface freindly employees the slow devices was the only problem
28 May 2026
Reply from OneFamily
We appreciate your feedback. We're sorry about the issues you had with devices, but glad you found our service great and our employees friendly.
Claire
Customer Relationship Team
Great customer service!
1 June 2026
Unprompted review
Reply from OneFamily
Thank you for your positive review!
Claire
Customer Relationship Team
Reply from OneFamily
We are glad we could respond quickly to you. We appreciate your kind words.
Claire
Customer Relationship Team
Customer Service
I always have a good experience with customer service through the messages/help, despite it taking a day or two for a response.
29 May 2026
Unprompted review
Reply from OneFamily
We appreciate your kind words about our customer service. We are working to improve response times and are glad we could assist you. Thank you for your feedback!
Claire
Customer Relationship Team
Very helpful and supportive staff
Very helpful and supportive staff. Great service and information available.
14 May 2026
Reply from OneFamily
We are so pleased you found our staff helpful and supportive. We appreciate your kind words about our service and information.
Claire
Customer Relationship Team
Great trust fund providers
Great trust fund providers got much more than expected and the money was sent to me as soon as possible
22 May 2026
Reply from OneFamily
We're so glad to hear you had such a positive experience with your trust fund and received your funds promptly. Thank you for your kind words!
Claire
Customer Relationship Team
What made my experience great was how…
What made my experience great was how efficient and effective they sorted the money out that was in my account.
28 May 2026
Reply from OneFamily
We're so glad you had a great experience. Thank you for your kind words!
Claire
Customer Relationship Team
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
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