I received a letter from One family informing me they were managing a policy for me,and that they had used a tracing company to find my current address. I had no recollection of the policy. Within... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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... See more
Company replied
Honestly the nicest guy ever, after multiple, multipleeeee emails and confusion on my part, Charlie sorted the issue an kept professional courteous and positive throughout.. At nearly 40, nicest guy... See more
Company replied
Lara was so helpful, patient and thorough explaining everything to me today during our phone call about my child's trust fund & also set me up with a junior ISA for my other son. Nothing was too much... See more
Company replied
Company details
About OneFamily
Written by the company
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.
Contact info
16-17 West Street, BN1 2RL, Brighton, United Kingdom
- 0800 616 695
- mail@onefamily.com
- www.onefamily.com
4.1
Great
4K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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.
July 23, 2026
Unprompted review
Reply from 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
July 21, 2026
Reply from 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.
July 10, 2026
Reply from 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!
July 15, 2026
Reply from 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
July 13, 2026
Reply from 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
July 20, 2026
Reply from 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
July 13, 2026
Reply from 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.
July 14, 2026
Unprompted review
Reply from 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
July 4, 2026
Reply from 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.
July 13, 2026
Unprompted review
Reply from 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.
July 9, 2026
Unprompted review
Reply from 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
Reply from 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
July 3, 2026
Reply from 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
July 9, 2026
Reply from 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
Reply from OneFamily
Hi Alisha-may
Glad we could be help! Thanks for your review.
Claire
Customer Relationship Team
I called up asking for help with my log…
I called up asking for help with my log in as i changed my last name in previous years and i got the best help very happy with the experience
June 25, 2026
Reply from OneFamily
Hi Sian-Niamh
Happy to hear we could help you get logged in. Thanks for sharing your experience!
Claire
Customer Relationship Team
Great service and guidance helping me…
Great service and guidance helping me set up the account and explaining certain things.
July 8, 2026
Unprompted review
Reply from OneFamily
Hi Thomas
Wonderful to hear we could help - thanks for your review
Claire
Customer Relationship Team
Easy instructions to access my trust…
Easy instructions to access my trust fund and make educated decisions on what type of accounts to save it in.
June 25, 2026
Reply from OneFamily
Hi Elizabeth
Great to hear we made it easy for you to make a decisions about what to do next with your account.
Thank you for your review!
Claire
Customer Relationship Team
Reply from OneFamily
Hi Jermaine
Thanks for your review - sorry you haven't received your funds yet. Please can you contact customer.relations@onefamily.com so we can have a look into this for you?
Claire
Customer Relationship Team
Had to speak over the phone to sort my…
Had to speak over the phone to sort my account out really helpful with information received it in check within 2 days good customer service
July 6, 2026
Reply from OneFamily
Hi Daniel
Happy to hear our team was helpful and you got your cheque quickly!
Thanks for your review
Claire
Customer Relationship Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.