OneFamily Avis 

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.

amazing experience w go w them forever

Excellent service with Charlie had a problem over the weekend trying to complete application online very frustrating as could not complete, done this over the phone Charlieinstead which was stress free. Thank you Charlie 5*

I’m a young man (almost 20) who called onefamily to inquire about accessing my child trust fund.

Richard Lewis answered the phone, and was extremely helpful from the first minute. He talked me through accessing the website, changing my existing contact information and even had answers when I inquired about the different ways I could withdraw.

Excellent customer service, and despite me being significantly younger didn’t speak to me with any patronisation - it was incredibly apparent how much he wanted to help.

Couldn’t have asked for a better experience, incredible customer service and staff made everything so easy and simple.

I got a lot more than expected, it was a quick and simple process without hassle and afterwards had me a without nerve due to it being a very upfront after process about what to do with the money. No complaints.

Great bit of money never had seen my account before no one put anything in there and it was a very good amount that I can use to put toward many things I need. They had all my information stored and it was so easy to do, the money went in about 4 days later which was perfect and honesty a very good scheme that was put in place, and I am fortunate to have.

Customer service was good. I needed to cancel direct debits for a little while and they were helpful.

Really good & hassle free,opted for a cheque & it arrived really fast.

Jared was really helpful and explained my different options really well! Great customer service!!

Fast and Easy to work with

Very straight forward, and easy to navigate widthdrawing a child trust fund, very quick for receive communications, no delays in sending post

- Long wait times on the phone.
- Lack of communication, I have had to do all the chasing up which has been on numerous occasions.
- Hanging onto my money and I feel as if my money was being held hostage by them. all I wanted was a simple withdrawal of MY money.
- This process has taken weeks
- Would not recommend OneFamily to anyone ever.

Wen added through cheque I got £100 sent to my account, wen I phoned the bank they sed, your trust fund will come tomorrow night.
He has no clue why I have an extra £100 no record of it being added. (not in debt) 🫪🤷‍♂️

Brilliant, opened my account a week ago and was surprised with the amount in it. Got my money within days and received my cheque within 2 days. Great service would 100% recommend!

My wife and I both have over 50's /Funeral plans with this company.We have been with them since the were Engage Mutual but in those day you could telephone them and get an answer.
For some reason, on some issues, they will not accept emails but will accept a letter and trying to get an answer on the telephone is ridiculous.
I am concerned that if I die and my nominated benefactor has to contact them my funeral will be over and the family will be clearing up after my wake.
I have lost all confidence in this company and I know I cant get my money back.

Never known anything like it, trying to transfer my sons Junior ISA from NS&I to them, 3 months later still not done, no timescale as to when it will be completed, no actual response to messages just copy and paste answers.

it took far to long for my child trust fund to transfer and when i tried to contact support i didn’t hear back for several days

I recently withdrew the money out of my account through the website. When i received the money it was less than what was originally shown when i pressed withdraw. After calling to ask why, i was informed that they sell the units the next day so you arent guaranteed the amount shown, which was not made clear on the website. However after withdrawing the account closes and the balance shows zero instantly. This would indicate that you are going to receive the amount that was shown. If you are not going to receive the full amount then the account should remain open with the amount visible till the units are sold. If they are not willing to do this then they should pay you the full amount shown before the account closed. I am very disappointed by this as i didn't receive the amount i was expecting.