Very easy process to follow online with the Lifetime ISA process, which is assisting me in my first home purchase. Very user friendly App and response times are always on time. Thank you. Also, a dece... Ver más
La empresa ha respondido
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Consulta las opiniones de los clientes
Shanta Ali was extremely knowledgeable and helpful. She was very friendly and patient, and helped me set up my account extremely efficiently.
La empresa ha respondido
My son's trust fund matured, and the procedure for cash withdrawal was uncomplicated and direct. He tried the Yoti option but was timed out, so he chose to receive a cheque, which arrived within t... Ver más
La empresa ha respondido
Login page wasn't working for the entire weekend (running up to 5th April; 20k tax free deadline) Phone lines, message, and email, support was all off for Easter weekend. Here's a tip onefami... Ver más
La empresa ha respondido
Información sobre la empresa
Acerca de OneFamily
Escrito por la empresa
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.
Información de contacto
16-17 West Street, BN1 2RL, Brighton, Reino Unido
- 0800 616 695
- mail@onefamily.com
- www.onefamily.com
4,2
Muy bueno
4 mil opiniones
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Descubre cómo se obtienen, puntúan y moderan sus opiniones y valoraciones.
Shanta Ali was extremely knowledgeable…
Shanta Ali was extremely knowledgeable and helpful. She was very friendly and patient, and helped me set up my account extremely efficiently.
21 de abril de 2026
Opinión espontánea
Respuesta de OneFamily
We're happy to hear that you had such a positive experience! Thanks for your feedback.
Claire
Customer Relationship Team
I had a slight issue and they dealt…
I had a slight issue and they dealt with it very quickly and it has left me with no worries
21 de abril de 2026
Opinión espontánea
Respuesta de OneFamily
We're happy to hear that we resolved your issue quickly. Thank you for sharing your positive experience with us!
Claire
Customer Relationship Team
Was good and helpful
Was good and helpful
The money I did withdraw came within a week
9 de abril de 2026
Respuesta de OneFamily
We're happy to hear that our services were helpful!
Claire
Customer Relationship Team
Very easy process to follow online with…
Very easy process to follow online with the Lifetime ISA process, which is assisting me in my first home purchase. Very user friendly App and response times are always on time. Thank you. Also, a decent return on my Lifetime ISA investment as well as my Stocks and Shares ISA using the One Family App.
20 de abril de 2026
Opinión espontánea
Respuesta de OneFamily
We're happy to hear that you found the Lifetime ISA process easy to follow. Thank you for your positive feedback!
Claire
Customer Relationship Team
Respuesta de OneFamily
We're happy to hear that you had a great experience with our product. Thanks!
Claire
Customer Relationship Team
I can’t cancel my subscription when I…
I can’t cancel my subscription when I needed to , won’t let me get back into my account
20 de abril de 2026
Respuesta de OneFamily
Hi Evey
We're sorry you're having trouble canceling and accessing your account. Please email us your account number to customer.relations@onefamily.com so we can look into this for you.
Hannah
Customer Relationship Team
Easy and amazing customer service
Amazing customer service and easy to do and manage
8 de abril de 2026
Respuesta de OneFamily
We're happy to hear that you found us easy to use and manage. Thank you for your feedback.
Claire
Customer Relationship Team
Such a sigma app got me trustfund in…
Such a sigma app got me trustfund in now can buy packet
19 de abril de 2026
Opinión espontánea
Respuesta de OneFamily
We appreciate your positive feedback. Thank you for sharing!
Claire
Customer Relationship Team
Trust fund
I got my trust fund and it has helped me a lot, now able to get my first car and the process was so quick and easy
10 de abril de 2026
Respuesta de OneFamily
We're happy to hear that your Child Trust Fund has been so helpful! It's great to know the process was quick and easy.
Claire
Customer Relationship Team
Respuesta de OneFamily
Hi Malyka
Thank you for your review.
We're sorry you're unhappy with the amount you've received.
So we can look into this further for you, please could you email us at customer.relations@onefamily.com with more details of the amount you were expecting and the amount you received.
Many thanks
Hannah
Customer Relationship Representative
Super fast and easy to do
15 de abril de 2026
Respuesta de OneFamily
We're happy to hear that your experience was super fast and easy. Thank you for your positive feedback; it means a lot to us.
Claire
Customer Relationship Team
Respuesta de OneFamily
We're happy to hear that you found our response easy and quick. Thank you for your positive feedback; we appreciate it!
Claire
Customer Relationship Team
Easy and quick
16 de abril de 2026
Respuesta de OneFamily
Thank you for your positive review! We're glad to hear you're happy with the service provided.
Thanks,
Claire
Customer Relationship Team
Excellent service
Excellent service. Very easy for me to communicate, replied fast and updated my information straight away. I am very pleased
14 de abril de 2026
Opinión espontánea
Respuesta de OneFamily
We're happy to hear that you found our service excellent! We appreciate your kind words regarding our communication and swift updates to your information. Thank you!
Claire
Customer Relationship Team
session time out
had to get a cheque because when i logged on to yoti would say that my session has expired when i went back onto the onefamily website
8 de abril de 2026
Respuesta de OneFamily
Hi Jayden
Thank you for sharing your experience with us.
I'm sorry you had trouble using the Yoti app to make a withdrawal and for any inconvenience this caused. We've raised your feedback with our Customer Experience Team to be reviewed.
We offer cheque withdrawals as an alternative to using Yoti, and I'm glad this option worked for you. Cheques usually arrive within 7-10 working days, and I trust you'll receive your funds shortly.
If there's anything we can do to help, please email your details to customer.relations@onefamily.com.
Thanks,
Shauna
Customer Relations
Didn't have much interaction as it was…
Didn't have much interaction as it was the Child Trust Fund but I was disappointed that the final total was much less than on screen and the charges were not up front and clear at the time of cashing out.
26 de marzo de 2026
Respuesta de OneFamily
Hi Leigh
Thanks for your review and sharing your experience with us.
I can confirm there are no withdrawal charges for our Child Trust Fund (CTF) products. If the CTF was invested in stocks and shares it's possible for the value to fluctuate after the withdrawal instruction is given as we sell the units the next working day.
We try our best to make this clear in the withdrawal journey, but I'm sorry you weren't aware of this and for the disappointment caused.
If you'd like to discuss this further, please email the account details to customer.relations@onefamily.com.
Many thanks,
Shauna
Customer Relations
Good and clear
14 de abril de 2026
Opinión espontánea
Respuesta de OneFamily
Thank you for your review! We're glad you had a positive experience with us.
Claire
Customer Relationship Team
Respuesta de OneFamily
We are so happy to hear that you found our team helpful and friendly. Thank you for your positive feedback!
Claire
Customer Relationship Team
Great service
9 de abril de 2026
Respuesta de OneFamily
We're glad you're happy with the service received. Thank you for your positive review!
Claire
Customer Relationship Team
Hassle and data collecting
Hassle and data collecting. They collect data from you and use it to make money out for you. Takes ages to process the funds into ur account. You have to accept the privacy claims to get the money meaning without ur data u can’t get anything
14 de abril de 2026
Opinión espontánea
Respuesta de OneFamily
Hi Ben
I'm sorry you're disappointed with your experience with us.
If you'd like to discuss this, please email your account details to customer.relations@onefamily.com.
All personal data is processed in line with our privacy policy which you can view at the below link.
https://www.onefamily.com/privacy-notice/
Thanks
Shauna
Customer Relations
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