Quite possibly one of the most incompetent, amateurish companies I've had the misfortune to have to deal with. How on earth they managed to get a contract with the Post Office is beyond me - mind you... Leggi di più
L'azienda ha risposto
Anche se non controlliamo le affermazioni specifiche, trattandosi di opinioni personali, etichettiamo le recensioni come “Verificate” quando riusciamo a confermare che c'è stata un'interazione commerciale effettiva. Leggi di più
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Annie was incredibly helpful. Really pleasant to speak to, and clearly very knowledgeable. She sorted out my query in minutes and also gave me some valuable things to think about going forward.
L'azienda ha risposto
OneFamily managed to locate me 22 years later. my parents had put money into a child trust fund for me when I was born and completely forgot about it. OneFamily managed to locate me 22 years later eve... Leggi di più
L'azienda ha risposto
Ben McClaine in Customer Services was an absolute joy and so helpful on the phone. He made an extremely stressful situation so much more manageable and immediately diffused all my stress by assuring h... Leggi di più
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Dettagli dell'azienda
Informazioni su OneFamily
Scritti dall'azienda
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.
Informazioni di contatto
16-17 West Street, BN1 2RL, Brighton, Regno Unito
- 0800 616 695
- mail@onefamily.com
- www.onefamily.com
4,1
Molto buono
5K recensioni
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Complete rip off
Complete rip off. They charge such high fees that there is almost no return. Should be investigated by FCA. Don’t open an account. Not worth it. I’ve put money in the account for 18 years. After inflation, I have a negative return. While the equities markets are way up. Go figure.
3 ottobre 2026
Non scritta su invito
Risposta di OneFamily
Hi Jan
Thanks you for sharing your feedback with us.
I'm sorry your account hasn't performed in the way you expected it to - if you'd like us to look into the performance, please can you email your contact details and account number to customer.relations@onefamily.com and we'll take a look.
Claire
Customer Relationship Team
The customer service at one family is…
The customer service at one family is incredible! I can’t remember the name of the man i spoke to but he was very helpful and funny. Managed to find an account that had been lost 20 years ago!
1 ottobre 2026
Non scritta su invito
Risposta di OneFamily
Hi Bella
Thanks for sharing your feedback with us. Its great to hear we could reunite you with your funds.
I'll see if i can find who you spoke to and make sure your feedback is passed to their manager.
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Tommy
Great to hear we could help you - thanks for taking the time to share your feedback with us.
Claire
Customer Relationship Team
I had some issues with my phone being…
I had some issues with my phone being stolen and having no way possible to login but thanks to the team they helped me log back in so i could get my trust fun sorted ps the money is gona help alot and i just wana say once again thankyou so much to the team
25 settembre 2026
Non scritta su invito
Risposta di OneFamily
Hi Alex
Sorry to hear your phone was stolen :(
Glad we could help you access to your account and help you sort out your trust fund.
Thanks for your review!
Claire
Customer Relationship Team
Easy to use
Easy to withdraw my trust fund, I saw good rates of interest applied to my money. Great service
25 settembre 2026
Risposta di OneFamily
Hi Tammy
We're so happy to hear about your experience when withdrawing your trust fund - happy we could help!
Thanks for leaving a review
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Eleanor
We are so glad to hear that you found our navigation easy to use. We appreciate your positive feedback!
Claire
Customer Relationship Team
Had to phone one family to get…
Had to phone one family to get instructions on how to close my account, was taken through the process over the phone. I then the following day googled it I was allowed to open another, which I am as long as I am 39 years old or younger!!! At no point was any information provided, like leaving £1 in to keep the account open?? I have emailed them a week ago and had zero response. Horrific service
22 settembre 2026
Non scritta su invito
Risposta di OneFamily
Hi
Thanks for your review - i'm sorry our representative didn't make you aware of all your options.
We'd like to understand more about what happened, and how this impacted you. Please can you email your details to customer.relations@onefamily.com and we'll be in touch.
Thanks
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Ali
We are so glad you found our service quick and easy! We appreciate your kind words and positive feedback.
Claire
Customer Relationship Team
Ben McClaine in Customer Services 5 star!
Ben McClaine in Customer Services was an absolute joy and so helpful on the phone. He made an extremely stressful situation so much more manageable and immediately diffused all my stress by assuring he would do everything he could to get me the info I needed. An absolute hero!
30 settembre 2026
Non scritta su invito
Risposta di OneFamily
Hi NT
We are so glad to hear about your positive experience with Ben.
It's great to know that our team member was able to provide such helpful and reassuring support during a stressful time.
Thanks for leaving us a review!
Claire
Customer Relationship Team
Resolved the issue extremely quickly…
Resolved the issue extremely quickly but up Shauna for all her good work
28 settembre 2026
Non scritta su invito
Risposta di OneFamily
HI Adetokunbo
We are so glad Shauna could resolve your issue quickly. I'll be sure to pass on your feedback to her and her manager.
Thanks for leaving us a review
Claire
Customer Relationship Team
Customer Service - Ben
I am currently purchasing a house using my Lifetime ISA. I have had a few problems which are not due to any fault of OneFamily, however their customer service has been excellent. Everyone I have spoke to at OneFamily has been extremely helpful, but specifically Ben. I spoke to him today and he has truly gone above and beyond what was expected. He reassured me on issues, offered support and advice and has chased up my concerns through multiple departments offering to make me a priority for today and even the following day. I would recommend OneFamily purely based on the customer service I have recieved, and I feel that Ben deserves an additional mention due to his help.
29 settembre 2026
Non scritta su invito
Risposta di OneFamily
Hi Zara
We are so pleased to hear Ben could not only help, but also went above and beyond! I've passed your feedback on to both Ben and his manager.
Thanks for leaving a review and all the best with your new home!
Claire
Customer Relationship Team
Lovely customer service
Lovely customer service, lady called Kady helped me with everything I needed to know and left me satisfied with knowledge 👍
29 settembre 2026
Non scritta su invito
Risposta di OneFamily
Hi Davey
We're delighted to hear Kady provided you with such helpful and informative assistance - I've passed your feedback on to Kady and her manager.
Thanks for leaving a review!
Claire
Customer Relationship Team
Very good company and very fast payment…
Very good company and very fast payment on sons 18th bday
29 settembre 2026
Risposta di OneFamily
Hi Yvonne
We're so happy to hear we could help celebrate your son's 18th birthday with a prompt payment. Thanks for your review!
Claire
Customer Relationship Team
The women I spoke to was very kind and…
The women I spoke to was very kind and because I didn’t have any form of id I had to get a cheque what didn’t take long to get it all done and only took a few days to go into my bank account
17 settembre 2026
Risposta di OneFamily
Hi Liam
We're so glad to hear our team provided kind assistance and that the process for your cheque was quick and efficient.
Thank you for your positive review!
Claire
Customer Relationship Team
It would have been 5 except I only have…
It would have been 5 except I only have birth certificate as proof and was not able to provide that as proof so I was disappointed but otherwise i was satisfied
22 settembre 2026
Risposta di OneFamily
Hi Kian
Thanks for your review - I'll be sure to pass your feedback on to see if we can open accept a bigger variety of ID in the future.
Claire
Customer Relationship Team
Simple and straightforward!
It was very simple and straightforward! Very nice people too.
17 settembre 2026
Risposta di OneFamily
Hi Lily
We're so happy to hear that your experience was simple and straightforward, and that you found our team to be very nice.
Thank you for your kind feedback!
Claire
Customer Relationship Team
1.5% fees for a passive tracker is…
1.5% fees for a passive tracker is shocking and a rip-off.
27 settembre 2026
Risposta di OneFamily
Hi Alice
Thanks for your review - I'm sorry you don't find us to be good value for money.
At OneFamily we offer more than just a Child Trust Fund - it's a way to help grow a child's savings for the future, with professional investment management, member benefits and support from the OneFamily Foundation.
If you'd like to hear more about what we offer, please feel free to contact us on customer.relations@onefamily.com.
Thanks
Claire - Customer Relationship Team
Risposta di OneFamily
Hi Lily-Jae
Thanks for leaving us a review!
Claire
Customer Relationship Team
Having opened a one family account for…
Having opened a one family account for my sons ctf we have been more than happy with the service. The only negative is how fast the money in the account changes due to stocks/shares falling or rising. My son was also lucky enough to receive the grant of £250 which he got a new lap top with it.
6 settembre 2026
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Risposta di OneFamily
Hi Rebecca
We're happy to hear you've been pleased with our service for your son's CTF account. We understand that values changing each day can be unnerving if you aren't used to stocks and shares investments, but hopefully the extra growth potential makes it worth it.
Congratulations on being able to use a grant for a new laptop!
Claire
Customer Relationship Team
Been almost a week and still don’t have…
Been almost a week and still don’t have my money. Said it would come in 3-5 working days
18 settembre 2026
Risposta di OneFamily
Hi Zalaand
Thanks for leaving a review, I'm sorry your funds haven't arrived yet.
I'll have my team look into this, and we'll be in touch.
Thanks
Claire - Customer Relationship Team
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