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
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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
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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
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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Easy instructions to access my trust…
Easy instructions to access my trust fund and make educated decisions on what type of accounts to save it in.
25 juin 2026
Réponse de OneFamily
Hi Elizabeth
Great to hear we made it easy for you to make a decisions about what to do next with your account.
Thank you for your review!
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Jermaine
Thanks for your review - sorry you haven't received your funds yet. Please can you contact customer.relations@onefamily.com so we can have a look into this for you?
Claire
Customer Relationship Team
Had to speak over the phone to sort my…
Had to speak over the phone to sort my account out really helpful with information received it in check within 2 days good customer service
6 juillet 2026
Réponse de OneFamily
Hi Daniel
Happy to hear our team was helpful and you got your cheque quickly!
Thanks for your review
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Helen
Happy to hear you found us easy to deal with. Thanks for your positive feedback!
Claire
Customer Relationship Team
A very easy process & fast delivery of…
A very easy process & fast delivery of cheques Thank you
29 juin 2026
Réponse de OneFamily
Hi Odhran
Great to hear you received your cheque quickly - thanks for your positive feedback!
Claire
Customer Relationship Team
Excellent customer service and actually…
Excellent customer service and actually managed to speak to a person on the telephone which is rare nowadays.
1 juin 2026
Avis spontané
Réponse de OneFamily
Hi Julia
Really pleased to hear you had such a positive experience with us. Thanks for taking the time to share your feedback.
Claire
Customer Relationship Team
Very good l understand all the…
Very good l understand all the benefits I receive excellent thanks you
3 juillet 2026
Réponse de OneFamily
Hi Agib
Glad to hear you're happy with the service you've received from us. Thanks for your kind words.
Claire
Customer Relationship Team
Nice
Got a good response and did not have to wait long issue was sorted quickly
2 juillet 2026
Avis spontané
Réponse de OneFamily
Hi idria
Happy to hear we could resolve your issue quickly and efficiently. Thank you for your positive feedback!
Claire
Customer Relationship Team
Government trust fund
Took 5 minutes to find my account and the amount in my Government trust fund. Money was in my account 3 days later. Fantastic service
25 juin 2026
Réponse de OneFamily
Hi Daniel
Glad to hear we could help you access your funds quickly and efficiently. We appreciate you sharing your positive experience with us!
Claire
Customer Relationship Team
very friendly staff who help with any…
very friendly staff who help with any querys!
in a very kind manner.
24 juin 2026
Réponse de OneFamily
Hi Summer
Happy to hear our staff provided such kind and helpful assistance with your queries!
Thanks for your review.
Claire
Customer Relationship Team
Excellent service over the years
Have insured with One Family for several years. Very efficient, very friendly and happy to continue.
29 juin 2026
Avis spontané
Réponse de OneFamily
Hi Margaret
Really pleased to hear you've had such a positive experience with us over the years.
We appreciate your kind words - thank you for your continued trust in our services!
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Liam
Great to hear you found our service quick and straightforward.
Thanks for your review
Claire
Customer Relationship Team
Quick and easy transfer
Super easy to transfer once you're old enough as long as you have ID and digital banking. Very quick and easy process + pretty straightforward👍 great investment and happy with the service :)
19 juin 2026
Avis spontané
Réponse de OneFamily
We're so happy to hear you found the transfer process easy and quick! We appreciate your kind words about our service and investment. Thank you for your positive feedback!
Claire
Customer Relationship Team
Very poor...
Very poor.... 5 phone calls over a period of time to locate my daughters fund and have this transferinto her OF LISA. Advisor are helpful on call, however the follow ups were never actioned or completed.
Resolved ourself and have choose another company to invest in.
25 juin 2026
Réponse de OneFamily
Hi Libby
We are sorry to learn of the difficulties your daughter has experienced with us.
Please can you ask her to send her details to customer.relations@onefamily.com and we'll see what we can do to help.
Claire
Customer Relationship Team
Great customer service
Great customer service, I was having difficulties setting up my account and spoke to Sherry Davis today who helped me set up my ISA and she was very friendly and patient, thank you so much for your help!
24 juin 2026
Avis spontané
Réponse de OneFamily
Hi Inara
Its great to hear Sherry could help you get your ISA all sorted.
Thanks for your review!
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Vicky
Glad to hear you found the process easy. Thanks for your feedback!
Claire
Customer Relationship Team
Réponse de OneFamily
Hi Ruby
Happy to hear you had a positive experience with us, thanks for your review
Claire
Customer Relationship Team
Withholding child trust fund money
Withholding child trust fund money. Scam. Child is nearly 19 and still without HIS money
15 juin 2026
Avis spontané
Réponse de OneFamily
Hi Halina
Thanks for your review, sorry your child's finding it difficult to withdraw his funds
Please can you email your details to customer.relations@onefamily.com and we'll take a look.
Claire
Customer Relationship Team
I had issues when first trying to…
I had issues when first trying to withdraw my money however when I made a request for help I received information explaining how I can correct this within the correct time frame as said on the website. I was able to follow this information and withdraw my money easily, which was put into my account within the timeframe they stated. I do wish they gave instructions that if I wanted to withdraw my money that I cannot do it on a singular device
14 juin 2026
Réponse de OneFamily
Hi Leila
Sorry to hear you had issues when withdrawing your funds, but i'm glad we could help once you reached out.
I've passed your feedback on - thanks for the review.
Claire
Customer Relationship Team
My daughter can get her child trust…
My daughter can’t get her child trust fund for 2 months. They ask her to call every week because they too busy to send her cheque (tell me pls why cheque - there is bank transfer)my daughter wants to use this money for university accommodation deposit. But no money still. She is keeping calling from 25.04 still now.
Because she is young 18 years old polite lady- nobody want to talk to her.
- they said we sent cheque to wrong address ( I was in the phone next to her- she tell multiple times her address)
- month after- they said they need to find cheque to cancel
- week after they said cheque will issue next Tuesday
- no next Tuesday or Tuesday after
- week after they said they are too busy so possibly next 4 weeks might cheque will be ready. They didn’t even know if cheque been send or not. So again call next week.
What is that? ???????????
I think it’s extremely poor service.
23 juin 2026
Avis spontané
Réponse de OneFamily
Hi Tatiana,
Thanks for your review. I’m really sorry your daughter has had trouble accessing her Child Trust Fund, especially when she needs it for university accommodation.
We’d like to help, so please email customer.relations@onefamily.com with her details and we’ll look into this for you.
I’ve also flagged the review as you've included some personal details, please can you remove these.
Thanks
Claire
Customer Relationship Team
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