OneFamily Avis 

easy to fill in

I had asked for a trust fund deed/ statements from the the last quarter month as I need this for a mortgage offer, which is very much priority. It still has not been done after chasing. I requested it online and via post and they had said their admin team is busy so can’t tell me when l receive it. I don’t think there is any urgency and super hard to get hold of. I was on the phone for 30 mins prior to anyone answering, and when they did I was told they can’t send anything unless I have a deadline. Still haven’t received so still no mortgage offer

Easy to answer query. Just awaiting payment to go into bank

One family are very clear in their communication and make applying for their young people’s education grant very simple.

Well the process was incredibly long especially the Yoti I’d section and when it goes wrong there’s not much information to show what the issue is also i was told I would get my trust fund within a time frame and haven’t got it

We’ve had a Child Trust Fund with OneFamily for a number of years and have been really pleased with our experience.

The fund has performed reasonably well, but what really stands out for us is the quality of their customer service and communication. They’re helpful, approachable and keep things clear and straightforward.

We also really appreciate the community support and the wider work OneFamily does. It’s reassuring to know that the organisation is focused on more than just managing savings.

Overall, we’ve had a very positive experience with OneFamily and would happily recommend them to others looking for a trusted provider.

Contact was via messaging in my account. The response was prompt with very clear instructions as to my query and all my points were answered in a straightforward way.

It was really easy snd straightforward to follow and they answer theyre messages quite quickly if you do message them about your money. Honestly amazing

I had a child trust fund moved into my bank account.
When the money came in it was £20 short. I firstly called and was told they'd be in touch about it.
I was never contacted.
I have since emailed and not been responded to.
Then I called again, I waited on the phone for over 40 minutes to be spoken to before giving up as no one answered.

I'm very dissapointed with the service that I wasn't responded to on all three occasions.

Response to reply:

My point is that I was told the final settlement I would get was the same value as when I took it out of the account. It took One Family almost 2 weeks to remove my money from stocks and shares. So the reason I would have lost money was due to the incredibly slow removal from your end. I was also not informed the amount could change from the 'Final Settlement', and without any acknowledgement.

I am incredibly unimpressed by the lack of communication from the company. I called on multiple occasions, as well as emailed which were ignored.

The reply I've had to my review still offers no apology for the lack of clarification when removing money, neither for the lack of communication that my queries were ignored, yet I get an immediate response to a bad review.?

I received a letter from One family informing me they were managing a policy for me,and that they had used a tracing company to find my current address.
I had no recollection of the policy.
Within minutes of speaking to Matt,he had explained the details of the policy,the value,and my options.
He was polite,patient and very pleasant.
Thank you One family for taking the time to trace me,I'm now a little better off from a policy I had completely forgotten about.

I had a letter through from them however I had never heard of them, after sitting on hold for over an hour they asked for my information such as address, I gave them every address I possibly could however none of them were right, they then asked for my national insurance which was apparently wrong them asked me to send a letter contains HMRC documents. I have never had anything to do with them and neither of my parents or family have ever heard of them, not sure what is going on

So helpful and a lot of really good advice for people on low income

You guys took 30 quid off me when my child trust fund matured, and then a further £10 pounds after i had already emptied the account.

easy to follow on the website, followed by quick bank transfer.

They're really helpful with their communication

Easy, simple and well managed. First time accessing this I was worried but it was actually very simple. It’s safe and protected with their extra security so only u can access your account

Honestly the nicest guy ever, after multiple, multipleeeee emails and confusion on my part, Charlie sorted the issue an kept professional courteous and positive throughout..
At nearly 40, nicest guy I've ever spoken to on the phone about anything... Charlie needs a promotion

Daniel Sadough - top service, really effective communication and was really helpful with everything. Made the process really easy and quick!