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
Easy to navigate website and friendly…
Easy to navigate website and friendly customer service with staff always available to talk.
Good comms via email
9 agosto 2026
Non scritta su invito
Risposta di OneFamily
Hi Carinne
Happy to hear you found our website easy to use and our team was friendly! Thanks for your review.
Claire
Customer Relationship Team
I am so frustrated with this company…
I am so frustrated with this company…. I’ve tried every day calling them to simply update my telephone number so I can access my online account.. every day I’ve been on hold over 30 minutes!! I’ve ended up making a formal complaint..:. Absolutely useless and I wish I’d never put my sons trust fund in their “trust”
7 agosto 2026
Non scritta su invito
Risposta di OneFamily
Hi Sarah
Sorry you haven't been able to get through to speak to us. If you'd like to email your contact details to customer.relations@onefamily.com i'd be happy to arrange a call for you.
Thanks
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Stevie
Thanks for your review, glad we can help!
Thanks
Claire
Customer Relationship Team
Miss managed our investment
Miss managed our investment, meaning that we lost money, because when the value dropped early in the long fixed term they transfered to cash, so the value never recovered. Most other comparable investments didn't do this & performed well.
The website doesn't work properly on several major browsers.
7 agosto 2026
Risposta di OneFamily
Hi
Thanks for your review. I'm sorry the performance of your fund wasn't what you expected.
If you'd like us to take a look at the account and break down the performance for you, please contact us using customer.relations@onefamily.com and we'll be in touch
Thanks
Claire
Customer Relationship Team
Annie was so unbelievably helpful
Annie was so unbelievably helpful
I got through really quickly on the phone and Annie sorted my queries and more. She was attentive, personable and kind and I have such confidence in her. thank you!
7 agosto 2026
Non scritta su invito
Risposta di OneFamily
Hi Joanna
Really glad to hear Annie could help. Thanks for sharing your experience, i'll be sure to let her manager know.
Claire
Customer Relationship Team
This company is really helpful and easy…
This company is really helpful and easy to use, ive beein using them for 20+ years.
7 agosto 2026
Non scritta su invito
Risposta di OneFamily
Hi Danielle
Thanks for your review - its really great to hear about your experience with us over the long term!
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Mush
Thanks for your review, glad we could help even if it was a bit confusing to start off with.
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Zyulbie
Glad to hear you found our team kind, helpful, and understanding.
Your feedback means a lot to us - thank you!
Claire
Customer Relationship Team
Great and easy enough to do.
30 luglio 2026
Risposta di OneFamily
Hi Bettina
Happy to hear that you found us easy to use. Thanks for your feedback!
Claire
Customer Relationship Team
Not user friendly
Not user friendly, wouldn’t let me use my Yoti account and just kept timing out - generally glitchy and clunky. Had to get a cheque instead which is taking a lot longer and I am not a fan on sending cheques in the mail anyway.
30 luglio 2026
Risposta di OneFamily
Hi Anna
Thanks for your review. Sorry you had issues using Yoti so you needed to request a cheque instead.
I’d like to understand a little more what happened, so please can you email customer.relations@onefamily.com, and we’ll be in touch.
Thanks
Claire - Customer Relationship Team
VERY HAPPY WITH THE SERVICE AND SUPPORT…
VERY HAPPY WITH THE SERVICE AND SUPPORT THIS COMPANY PROVIDES
4 agosto 2026
Non scritta su invito
Risposta di OneFamily
Hi Naseem
Happy to to hear that our service and support met your expectations. Thanks for your feedback!
Claire
Customer Relationship Team
I have an account for all 3 of my…
I have an account for all 3 of my children my eldest child's account had matured. One family was very help with supporting him with various information on ways he could of use his money. Thanks once again.
4 agosto 2026
Non scritta su invito
Risposta di OneFamily
Hi Shevon
Pleased to hear we could help you and your family.
Thanks for sharing your experience.
Claire
Customer Relationship Team
I love it my trust fund said it was…
I love it my trust fund said it was going to
Come in 5 days and came in two I love them
3 agosto 2026
Risposta di OneFamily
Hi Rachel
Really pleased to hear that your funds arrived sooner than expected! Thanks for sharing your experience with us.
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Sarah
Glad we could quickly sort out your request! Thanks for your feedback.
Claire
Customer Relationship Team
Easy access
It was easy to access the money and it was quick to get into my bank account
30 luglio 2026
Risposta di OneFamily
Hi
Happy to hear that accessing your money was easy and it quickly reached you. Thanks for your review!
Claire
Customer Relationship Team
Thank you so much Sherry for helping me…
Thank you so much Sherry for helping me set up my lifetime isa, you were incredibly informative and helpful throughout. Your kindness and dedication shone through, and I have never had such a smooth call.
Sherry thank you being a star!
23 luglio 2026
Non scritta su invito
Risposta di OneFamily
Hi Nicola
Really glad to hear Sherry could help - I've passed your feedback on to her Manager too.
Thanks for sharing your experience!
Claire
Customer Relationship Team
TERRIBLE!!!
Multiple times this shoddy organisation has let me and my friends down. From taking over three times the promised length for transferring funds, to leaving me stranded in a foreign country with no way of accessing my money, One Family is truly a deeply poor organisation that cares more for the reputation of the company than it does about you. Save yourself the difficulty now and put your money somewhere else. Somewhere safe, somewhere reliable and somewhere you can reach it.
30 luglio 2026
Non scritta su invito
Risposta di OneFamily
Hi Olivia
Thanks for your review, I’m sorry you’ve had difficulty accessing your funds.
I understand this can be frustrating especially when abroad. So we can understand what’s happened, please can you contact us using customer.relations@onefamily.com, and we'll be in touch.
Thanks
Claire Customer Relationship Team
Fab and easy to use!
When my mum lost access due to forgotten details, they were really helpful in getting her back into my and my sister's account/child trust funds. Then when it was handed over to me, my options were so clearly explained by one family that it felt so easy to make a decision i felt good about. A really thought-through and easy-to-use website that makes feeling in control simple.
23 luglio 2026
Non scritta su invito
Risposta di OneFamily
Hi Rachel
Great to hear we can help your mum regain access to her account, and you've found our website easy to use.
Thanks for your review.
Claire
Customer Relationship Team
Trash layout on mobile
Trash layout on mobile, horrible ui, unclear direction on website, additionally, when trying to withdrawl money, it times out in 30 seconds.
30 luglio 2026
Non scritta su invito
Risposta di OneFamily
Hi Adrian
Thanks for your review and sharing your thoughts on our website
I've passed these on to our Marketing Team to review, but if you need anything in the meantime please feel free to contact us directly using customer.relations@onefamily.com, and we'll be in touch.
Claire
Customer Relationship Team
LISA explanation
I spoke to Lara on the phone today. She was extremely helpful and thorough when it came to explaining the details of my LISA. Lara you’re a credit to One Family, thank you.
29 luglio 2026
Non scritta su invito
Risposta di OneFamily
Hi Luke
Happy to hear Lara could help - I've passed your feedback onto both her and her manager.
Thanks for sharing your experience!
Claire
Customer Relationship Team
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