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
Bien que nous ne vérifiions pas les affirmations individuelles, car les avis reflètent l’opinion personnelle des utilisateurs, certains avis sont accompagnés du statut « vérifié » lorsqu’il est possible de confirmer qu’une interaction avec l’entreprise a eu lieu. En savoir plus
Pour protéger l’intégrité de la plateforme, chaque avis, qu’il soit vérifié ou non, est analysé par notre logiciel automatisé 24 h/24 et 7 j/7. Il identifie et retire tout contenu qui enfreint nos conditions d'utilisation, y compris les avis qui ne se basent pas sur des expériences authentiques. Nous sommes conscients que nous ne pouvons pas tout détecter, et vous pouvez nous signaler tout élément qui aurait pu nous échapper. En savoir plus
Lisez les avis des autres
Annie was simply remarkable. I wish every call I’ve ever made to a call centre or customer service team was like this- and I used to manage a call centre with 300 people for a bank! So calm, clear, li... 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
After initially not knowing how to Navigate the site, I sent a message which was answered very quickly. This enabled me to decide what to do over my Trust fund. The site was extremely easy to Naviga... 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.
Chez Trustpilot, nous privilégions le contenu écrit par des personnes réelles. Cependant, cette entreprise a accès notre outil de réponse assisté par l'IA pour l'aider à rédiger ses réponses.
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Easily got my trust fund and steps were…
Easily got my trust fund and steps were so simple, so helpful!!
4 septembre 2026
Réponse de OneFamily
Hi Keeley
We're so happy to hear we could help you, and that you found the journey nice and easy.
Thanks for leaving a review!
Claire
Customer Relationship Team
Your future
Great website it set’s up your child's future or yours as it did for mine.
2 septembre 2026
Réponse de OneFamily
Hi Jamal
Its great to hear we could help you with your long term plans for your children!
Thanks for your feedback.
Claire
Customer Relationship Team
Good very good
8 septembre 2026
Réponse de OneFamily
Hi Jamie
Thanks for your review!
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Sarah
Thanks for your review - glad we could help
Claire
Customer Relationship Team
Harry was very friendly and helpful…
Harry was very friendly and helpful lovely lad to speak to and great manners came across very professionally and would recommend one family to anyone looking to have a lifetime isa or invest in stocks and shares
7 septembre 2026
Avis spontané
Réponse de OneFamily
Hi Jak
Its great to hear about your experience and that our team was so friendly and professional.
Thanks for your review!
Claire
Customer Relationship Team
My experience was great because…
My experience was great because everything was easy and simple to use and if you ever needed help it was always easy for me to find.
1 septembre 2026
Réponse de OneFamily
Hi Verity
Its really nice to hear that you found everything easy to use and that help was there if you needed it!
Thanks for your feedback
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Ashley
Its great to hear that you had a great experience with us - thanks for your feedback!
Claire
Customer Relationship Team
Got my child trust fund
The website doesn't take revolute witch is a company used by many people under 18 and who have just turned 18
It was difficult for me to navigate but I think it's by design
31 août 2026
Réponse de OneFamily
Hi Jake
Sorry you didn't find our website easy to use, if there's anything specific you think we could improve on, please let us know using customer.relations@onefamily.com
Thanks for your review!
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Rhys
Thanks for your review - its great to hear that you'd recommend us!
Claire
Customer Relationship Team
easy experience
easy experience, process of withdrawing the money was easy, highly recommend.
1 septembre 2026
Réponse de OneFamily
Hi ZJ
Its great to hear you found us easy to deal with!
Thanks for your review.
Claire
Customer Relationship Team
Lara Kelly gave us great customer…
Lara Kelly gave us great customer service
4 septembre 2026
Avis spontané
Réponse de OneFamily
Hi Indi
We're so happy to hear Lara provided you with great service. Thanks for your kind words!
Claire
Customer Relationship Team
One Family had incorrect contact…
One Family had incorrect contact details for me and had to trace me through another company. Appalling as I have a significant amount of money in my policy.
2 septembre 2026
Avis spontané
Réponse de OneFamily
Hi Chris,
Thanks for leaving us a review.
When the contact details we hold are no longer up to date, we may use tracing services to reconnect with customers and ensure important policy information can be shared.
I'm sorry if this caused you any concern, but I'm pleased we were able to successfully reconnect you with your policy and reunite you with your funds.
Thanks,
Claire - Customer Relations Team
They have lost any further business from me
1. They took a payment twice which caused all sorts of adverse problems at my bank and with ddm payees.
2. They took nearly an hour to answer the phone to hear my complaint.
3. To date they have failed to address the complaint let alone return my money.
3 septembre 2026
Avis spontané
Réponse de OneFamily
Hi Chris,
Thanks for your review.
I'm sorry your DD collected twice, and when you called to make us aware, the service you received wasn't to the level it should have been.
I'd like to see what we can do to help - please can your contact number and policy number to customer.relations@onefamily.com and we'll be in touch.
Thanks,
Claire - Customer Relations Team
waiting for my cheque
I've been waiting for my cheque but I've still not received it I've been waiting 9 days
27 août 2026
Réponse de OneFamily
Hi Jason,
Thanks for your review.
Really sorry your cheque hasn't arrived yet please can you send your contact and account details to customer.relations@onefamily.com and I'll get someone to look into this for you.
Thanks,
Claire - Customer Relations Team
Réponse de OneFamily
Hi Ayva
Happy to hear that accessing your money was simple and easy!
Thank you for your positive feedback!
Claire
Customer Relationship Team
Easy to use
Easy to figure out how to use, directive and helpful.
Worst part is the length of time to get into your bank, yet that is completely understandable.
4 septembre 2026
Réponse de OneFamily
Hi Elise
Glad to hear our service was helpful and we were easy to deal with.
Thanks for leaving a review.
Claire
Customer Relationship Team
All done quickly
4 septembre 2026
Réponse de OneFamily
Hi Owen
Thanks for your review - glad we could help!
Thanks
Claire - Customer Relationship Team
it was straight forward
it was straight forward, instructed perfectly to not get confused, got done within 3 weeks and didn’t get spammed, emailed 50 times or messaged 50 times which i absolutely love, overall a wonderful experience!
4 septembre 2026
Réponse de OneFamily
Hi Paige
Glad to hear you had such a great experience with us!
Thanks for your feedback!
Claire
Customer Relationship Team
very lovely customer service
very lovely customer service! no hastle, very quick to respond to emails and messages!
4 septembre 2026
Avis spontané
Réponse de OneFamily
Hi Sean
Really happy to hear you had a lovely experience when dealing with us.
Thanks for your review.
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Georgie
Happy to hear that you found us easy to deal with - thanks for your review.
Claire
Customer Relationship Team
L’expérience Trustpilot
Tout le monde peut écrire un avis Trustpilot. Les auteurs d'avis peuvent les modifier ou les supprimer à tout moment et les avis sont affichés tant que les comptes utilisateurs respectifs sont actifs.
Nous avons des personnes dédiées et des technologies intelligentes pour nous aider à protéger notre plateforme. Découvrez comment nous combattons les faux avis.
En savoir plus sur le parcours des avis sur Trustpilot.
La vérification permet de s'assurer que des personnes réelles écrivent les avis que vous lisez sur Trustpilot.
Offrir des incitatifs en échange d'avis ou demander des avis de manière sélective peut fausser le TrustScore, ce qui va à l'encontre de nos conditions d'utilisation.