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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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
it was easy to check my ctf and the withdrawal process was a tad tricky but one i was showed the cheque option it made it quite simple
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
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
Helped through everything and went…
Helped through everything and went through thing throughly to make sure it was all correct I am happy with the experience
21 luglio 2026
Risposta di OneFamily
Hi Bradley
Thanks for your review, glad to hear you had such a great experience with us.
Claire
Customer Relationship Team
Completely failed to put through an ISA transfer
Completely failed to put through an ISA transfer, completely failed to let me know, completely failed to tell me my application was time lapsed, completely unavailable by phone, dozy and dilatory at every point.
18 maggio 2026
Non scritta su invito
Risposta di OneFamily
Hi
Sorry to hear we made an error when transferring your ISA, and that the level of support you've received from us since hasn't been at the level you'd (or we'd) expect.
So we can have a look into this for you please can you email your details to customer.relations@onefamily.com and we'll be in touch.
Claire
Customer Relationship Team
Withdrew a CTF quickly
Withdrew a trust fund and received the funds within 3 days. The OneFamily fees are high, so make sure you start your adult Stocks & Shares ISA with a reputable 0% fee platform to keep way more in the long term.
25 luglio 2026
Risposta di OneFamily
Hi
Thanks for your review, i'm glad your funds reached you quickly.
Just to be sure to check all the features and benefits, as well as any potential returns, of any new account to make sure a product is right for you!
Claire
Customer Relationship Team
Our mother sadly died recently and we feel extremely frustrated by our experience with one family
Our mother, Mrs Sheila Wood, sadly died quite recently. She and her deceased husband had a small investment with One Family to cover their funeral costs. The cheque payment from OF was sent to the executors 2 months ago - but to the completely wrong address, The cheque was fraudulently cashed. We immediately reported this to OF and the police online fraud and we gave the police crime number to OF. We assumed the cheque would have been immediately cancelled, the bank informed and a new cheque re-issued. Countless phone calls have ensued over several weeks, while simultaneously dealing with all death &funeral costs etc . As of July 24th, some 9 weeks later, the matter is still being looked at and remains with the complaints department. As a family we would very much like to get some closure on this rather than it drag on indefinitely. Our late mother would be mortified that her effort to help the family after her death has resulted in such disarray.
23 luglio 2026
Non scritta su invito
Risposta di OneFamily
We're truly sorry to hear about the distress and inconvenience your family has experienced during such a difficult time. We understand how important it is to resolve this matter, especially given the circumstances.
We are actively reviewing your case and working to provide a resolution as quickly as possible. A member of the team will be in touch with you shortly.
Claire
Customer Relationship Team
Rating
It was an easy process and came within the given timeframe and constant email making me aware of what was happening in that moment
21 luglio 2026
Risposta di OneFamily
We're so glad to hear that the process was easy for you and that our communication kept you informed every step of the way. Thank you for your kind words!
Claire
Customer Relationship Team
Was simple to set up an extended plan…
Was simple to set up an extended plan with one family and has been a reliable and trustworthy source throughout my journey with one family.
10 luglio 2026
Risposta di OneFamily
We are so glad to hear that setting up your reinvestment was simple and that we have been a reliable and trustworthy source for your family. We appreciate your kind words!
Claire
Customer Relationship Team
I wasn’t aware I had an account with…
I wasn’t aware I had an account with OneFamily until a social media post told me about some money people born within a certain period had £250-£500 in an account.
Verification was easy, just needed my N.I. Number and ID verification was easy enough and funds were sent to my bank account in just over 2 business days!
I was afraid it might be a hassle to withdraw but nope, everything was quick and hassle free!
15 luglio 2026
Risposta di OneFamily
We're so pleased to hear about your positive experience discovering and accessing your funds! It's wonderful that the verification process was straightforward and that your withdrawal was quick and hassle-free. Thank you for sharing your feedback; we truly appreciate it.
Claire
Customer Relationship Team
Great service got my money with in 7…
Great service got my money with in 7 days very happy with my experience with this company
13 luglio 2026
Risposta di OneFamily
We're so glad to hear you had such a positive experience and that everything was processed quickly for you. Thank you for your kind words!
Claire
Customer Relationship Team
Money entrusted to good hands,Very…
Money entrusted to good hands,Very efficient service, I recommend it to everyone
20 luglio 2026
Risposta di OneFamily
We're so happy to hear you had such a positive experience with our service! It's wonderful to know you feel your money is in good hands, and we truly appreciate your recommendation.
Claire
Customer Relationship Team
the process was easy and quick with the…
the process was easy and quick with the results
13 luglio 2026
Risposta di OneFamily
We're so happy to hear that our process was easy and quick for you! We appreciate your kind words.
Claire
Customer Relationship Team
Incorrect Information.
I have contacted you four times and each time I have said my last name and my new last name and provided all my information more than once and you still got my last name incorrect. I advise that you should said information correctly and listen to your customers correctly on call because this one too many times even when you asked me to confirm spellings and said yes we will get that sorted and you still did it incorrectly.
Yours Sincerely
Chloe BLACKWOOD.
14 luglio 2026
Non scritta su invito
Risposta di OneFamily
Dear Chloe
Thanks for your review; I'm sorry you've had issues with your surname with us.
So we can make sure this is correct on our records and avoid any further disappointment, please send an email to customer.relations@onefamily.com with your policy number.
Many thanks
Chloe
Customer Relationship Representative
Very easy thank you
4 luglio 2026
Risposta di OneFamily
We're so glad to hear that you found your experience with us to be very easy. We truly appreciate your positive feedback!
Claire
Customer Relationship Team
Absolutely avoid
Absolutely avoid! Incredibly difficult to get in touch with, wrong customer service phone number listed on their website, and their cash ISA doesn't even have mobile app access, which is not clearly mentioned when you open an ISA. I will be transferring my ISA to another provider ASAP. Shocking.
13 luglio 2026
Non scritta su invito
Risposta di OneFamily
Dear Katia
Thanks for your review; I'm sorry you've had a difficult time getting in touch with us.
Our phone numbers are up to date on our website, but if you'd had issues with us, please send an email with more information to customer.relations@onefamily.com so we can provide guidance on this.
Many thanks
Chloe
Customer Relationship Representative
Getting hold of anyone
Been with this organization and it's predecessor for 40 years, this is the worst experience I have had in all that time. It took me 3 attempts to get through on the phone totalling over an hour on hold. A hour after getting through somebody from there rings my number asking for Ellie? It does not give much confidence in the current organization! William Moss.
9 luglio 2026
Non scritta su invito
Risposta di OneFamily
Hi William
Sorry to hear we were difficult to get in touch with, and that you received a call asking for another customer.
So we can have a look into this for you please can you email your details to customer.relations@onefamily.com and we'll be in touch.
Claire
Customer Relationship Team
Risposta di OneFamily
Hi Tatiana
Glad we could help - thanks for your review!
Claire
Customer Relationship Team
System use
Found site alot harder to use than expected, but after 3 attempts we got there
3 luglio 2026
Risposta di OneFamily
Hi Chloe
Thanks for your review, sorry you found our site hard to use.
If there's anything else you need, please feel free to contact customer.relations@onefamily.com, and we'll be in touch
Claire
Customer Relationship Team
Very quick and easy to do
9 luglio 2026
Risposta di OneFamily
Hi Kane
Happy to hear that you found our service to be quick and easy. We appreciate your positive feedback!
Claire
Customer Relationship Team
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