Terrible experience, the guy on the phone sounded like he was underwater there was so much noise in the background barely could hear him! then he told my daughter her account had been set up ' differ... 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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Scopri cosa dicono le persone
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
L'azienda ha risposto
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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Le persone hanno visualizzato anche
Your future
Great website it set’s up your child's future or yours as it did for mine.
2 settembre 2026
Risposta di 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 settembre 2026
Risposta di OneFamily
Hi Jamie
Thanks for your review!
Claire
Customer Relationship Team
Risposta di 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 settembre 2026
Non scritta su invito
Risposta di 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 settembre 2026
Risposta di 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
Risposta di 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 agosto 2026
Risposta di 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
Risposta di 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 settembre 2026
Risposta di 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 settembre 2026
Non scritta su invito
Risposta di 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 settembre 2026
Non scritta su invito
Risposta di 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 settembre 2026
Non scritta su invito
Risposta di 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 agosto 2026
Risposta di 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
Risposta di 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 settembre 2026
Risposta di 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 settembre 2026
Risposta di 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 settembre 2026
Risposta di 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 settembre 2026
Non scritta su invito
Risposta di OneFamily
Hi Sean
Really happy to hear you had a lovely experience when dealing with us.
Thanks for your review.
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Georgie
Happy to hear that you found us easy to deal with - thanks for your review.
Claire
Customer Relationship Team
I had asked for a trust fund deed/…
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
20 agosto 2026
Risposta di OneFamily
Hi Millie
Thanks for your review, I'm sorry we've haven't been able to get your statements out to you quickly - this isn't the level of service we aim to provide.
Please can you email your details to customer.relations@onefamily.com and i'll get one of my team to look into this for you.
Thanks
David
Customer Relationship Team
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