The most amazing customer experience I have ever come across. She was patient, valued privacy, and did not leave until the product was opened. I do not normally leave reviews but it was such an amazin... Voir plus
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Lisez les avis des autres
I was shocked and excited to hear we had won the grant . I was not expecting it such a wonderful surprise. It will make a huge difference financially supporting my daughter with her travel to college... Voir plus
I honestly can’t thank Hannah W enough for all the help and support she gave my children in accessing their Children’s Trust Funds. We had tried to get help before, but no one else was able to h... Voir plus
L'entreprise a répondu
Incredibly difficult to withdraw money from my child trust fund, logged me out twice, made me download a separate app, very pushy to keep my money with them. Confusing process. Wouldn't recommend if y... Voir plus
L'entreprise a répondu
À propos de l'entreprise
À propos de OneFamily
Écrit par l'entreprise
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.
Coordonnées de contact
16-17 West Street, BN1 2RL, Brighton, Royaume-Uni
- 0800 616 695
- mail@onefamily.com
- www.onefamily.com
4,1
Bien
5 k avis
Demande des avis aux clients
Cette entreprise invite régulièrement ses clients à laisser des avis, qu’ils soient positifs ou négatifs.
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Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Réponse de 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 mai 2026
Réponse de 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 mai 2026
Réponse de 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 mai 2026
Avis spontané
Réponse de 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 mai 2026
Réponse de 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 mai 2026
Réponse de 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
Réponse de OneFamily
We are so glad you found our steps easy to follow. Thank you for your kind words!
Claire
Customer Relationship Team
Réponse de OneFamily
We are so happy you found our service easy and fast. We appreciate your kind words!
Claire
Customer Relationship Team
Réponse de 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 mai 2026
Réponse de 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
Réponse de 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
Réponse de OneFamily
We're so glad you found the app easy to use and recommend it! Thank you for your positive feedback.
Claire
Customer Relationship Team
I'd totally forgot about my child's…
I'd totally forgot about my child's trust fund ..so he had a huge suprise on his 18 th birthday website is easy to use to .
8 mai 2026
Réponse de OneFamily
We're so glad to hear about your child's wonderful surprise and that our website was easy for you to use! Thank you for sharing.
Claire
Customer Relationship Team
the man on the phone was so helpful in…
the man on the phone was so helpful in helping me change my name and got it changed the same day! got my child trust fund only a few days later
12 mai 2026
Réponse de OneFamily
We're so happy to hear our team provided helpful service! Thank you for your feedback.
Claire
Customer Relationship Team
Terrible company mother was sold life…
Terrible company mother was sold life insurance but has her age and hard of hearing didn't realise it was a life insurance so when we enquired about it to be told its life insurance and she can cancel it but loses all her money I wonder who well get that ,has the lady i spoke too was not very helpful at all and very rude
21 mai 2026
Avis spontané
Réponse de OneFamily
Hi Karen
Thank you for your review.
We're sorry you and your mother have had this experience with us. So we can investigate this for you, please could you send through your mothers policy number to customer.relations@onefamily.com.
Many thanks
Hannah
Customer Relationship Representative
The lady on the phone was honestly so…
The lady on the phone was honestly so helpful , she ran me through everything on the phone and told me what to do step by step and was so patient, big thanks to that girl!
15 mai 2026
Réponse de OneFamily
We are so glad to hear our team provided such helpful support. Thank you for sharing your positive experience!
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Ben
Thank you for your review.
We understand the verification process can be inconvenient but this is for the safeguarding of your account and money. Feedback about your experience will be passed on.
Hannah
Customer Relationship Team
Very helpful quick response,m rhe only…
Very helpful quick response, the only downside you dont have an app to use,in ths modern world
Will there be one being created
20 mai 2026
Avis spontané
Réponse de OneFamily
We appreciate your positive feedback! Your feedback about the app will be passed on.
Claire
Customer Relationship Team
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