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.
A empresa respondeu
Embora não verifiquemos reivindicações específicas uma vez que os autores têm direito a ter a sua opinião, podemos classificar as opiniões como "Verificadas" quando conseguimos confirmar a ocorrência de uma interação com a empresa. Saber mais
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Leia as opiniões dos outros
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... Ver mais
A empresa respondeu
If I could give zero stars I would. I’ve never known such poor service. I’m trying to withdraw my daughter’s trust fund and it’s painful. After two calls, being on hold for a ridiculous amount of tim... Ver mais
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... Ver mais
A empresa respondeu
Informações sobre a empresa
Sobre OneFamily
Escrito pela 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.
Informações de contacto
16-17 West Street, BN1 2RL, Brighton, Reino Unido
- 0800 616 695
- mail@onefamily.com
- www.onefamily.com
4,1
Bom
5 mil opiniões
Pede aos clientes que escrevam opiniões
Esta empresa convida os seus clientes a escrever opiniões, sejam estas positivas ou negativas
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Como esta empresa usa o Trustpilot
Veja como as respetivas opiniões e classificações são obtidas, classificadas e moderadas.
Resposta da OneFamily
Hi Jay
Thanks for your review - glad we could help.
Claire
Customer Relationship Team
Cheque came instantly
Cheque came instantly! Within 3 days! Brilliant service, and interest on the year I couldn't meet the requirements to claim was extremely nice.
9 de outubro de 2026
Resposta da OneFamily
Hi Charlie
We are glad we could get your check to you quickly! Thanks for sharing your experience.
Claire
Customer Relationship Team
Cheque hasnt come not even 10 days…
Cheque hasnt come not even 10 days later had to contact for info
19 de outubro de 2026
Resposta da OneFamily
Hi Leoander
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
Resposta da OneFamily
Hi Ryan
We are happy to hear that getting your funds was a quick and effortless experience.
Thank you for taking the time to share your positive feedback with us.
Claire
Customer Relationship Team
Annie was incredibly helpful
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.
16 de outubro de 2026
Opinião espontânea
Resposta da OneFamily
Hi Alice
Thank you for sharing such wonderful feedback. It's great to hear Annie could help! I'll be sure to pass your feedback onto her and her Manager.
Claire
Customer Relationship Team
Brilliant
Brilliant! Customer service are very helpful and friendly
15 de outubro de 2026
Opinião espontânea
Resposta da OneFamily
Hi Amber
We are delighted to hear that you had such a wonderful experience with our team. Thank you so much for sharing your positive feedback with us.
Claire
Customer Relationship Team
The customer service was incredible
The customer service was incredible. very nice and offered to stay on the phone with me whilst i accessed the account which was very helpful. there was genuinely no hassle!
9 de outubro de 2026
Resposta da OneFamily
Hi Adeeba
We are so pleased to hear that our team provided such helpful and patient support. Its wonderful to know you had a hassle-free experience.
Thank you for taking the time to share your positive feedback with us!
Claire
Customer Relationship Team
Quick easy and very helpful !
14 de outubro de 2026
Resposta da OneFamily
Hi George
Great to hear you found us easy to use. Thanks for taking the time to share your positive feedback.
Claire
Customer Relationship Team
I had a good experience with OneFamily
I had a good experience with OneFamily, I had a smooth transaction regarding my Child trust fund. Thank you
7 de outubro de 2026
Resposta da OneFamily
Hi Rebecca
Thanks for your review. Glad we could help!
Claire
Customer Relationship Team
Really helpful and I didn’t even…
Really helpful and I didn’t even realise I had the money in my account for years ❤️
13 de outubro de 2026
Resposta da OneFamily
Hi LucyHall
Thanks for leaving us a review. We're glad we could help!
Claire
Customer Relationship Team
Resposta da OneFamily
Hi Jayden
We are glad you enjoyed your experience with us - thanks for the review.
Claire
Customer Relationship Team
Really helpful and understanding and…
Really helpful and understanding and it’s a very good process and stuff are very helpful
7 de outubro de 2026
Resposta da OneFamily
Hi Chelsea
Happy to hear we could help - thank you for your review.
Claire
Customer Relationship Team
child trust fund
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 even through seven address changes! I withdrew the money from my account and have been very happy with the services.
13 de outubro de 2026
Resposta da OneFamily
Hi Verity
Its great to hear that we were able to help reunite you with your funds after all these years.
Thanks for taking the time to share your feedback with us.
Claire
Customer Relationship Team
Resposta da OneFamily
Hi
Thanks for leaving a review - I'm glad you found us nice and easy to use.
Claire
Customer Relationship Team
Child trust fund
Removing my money from my child trust fund was such a hassle verifying my id took way longer than expected and when I did finally do it it took 5 days where my account said I had £0 in it which worried me as it still wasn’t in my bank account
9 de outubro de 2026
Resposta da OneFamily
Hi Lydia
Thanks for your review. I'm sorry you didn't find our ID process straightforward, and I understand it can be concerning waiting for funds to arrive.
I'm glad your money has arrived and everything's okay now!
Claire
Customer Relationship Team
Taken £20 from me!
At first the withdrawal was okay. I checked my trust fund to see how much was in there before hand. It had taken £9 away. I didn’t think much off it. But I then withdrew it. I checked again three days after and it had taken £20 from my account! I emailed immediately and have had no response. I red the privacy policy and it mentioned nothing about a Tax or admin fee. Regardless.. shouldn’t have taken £20 from MY trust fund. I’ll keep my review until something has changed.
7 de outubro de 2026
Resposta da OneFamily
Hi Emma
Thanks for your review. I’m sorry your account fell in value after it matured and the final amount wasn’t what you were expecting.
We don’t charge a fee for making a withdrawal, and CTFs are free from Income Tax and Capital Gains Tax.
The amount you receive when making a full withdrawal may be higher or lower than the amount shown when it’s requested, because our CTFs invest in stocks and shares. This means we need to sell the units you hold before we can confirm the final value. This usually happens on the working day after we’re asked to close an account.
We explain during the withdrawal process that the final amount can change, but I appreciate the amount you received still came as a surprise.
I can see we’ve received your complaint, and we’ll be in touch as soon as possible.
Thanks
Claire – Customer Relationship Team
Resposta da OneFamily
Hi Dee
We are happy to hear that our team provided caring and useful help.
Thanks for your positive feedback.
Claire
Customer Relationship Team
Took me 3 months to access my account…
Took me 3 months to access my account and money wich I really needed at the time but took 3 months until I finally accessed it
1 de julho de 2026
Opinião espontânea
Resposta da OneFamily
Hi Mayon
Thank you for your feedback, i'm sorry it took so long for you to get access to your account.
While you've mentioned you've now got your funds, if there's anything else we can do to help - please email customer.relations@onefamily.com and we'll be in touch.
Claire
Customer Relationship Team
Complete rip off
Complete rip off. They charge such high fees that there is almost no return. Should be investigated by FCA. Don’t open an account. Not worth it. I’ve put money in the account for 18 years. After inflation, I have a negative return. While the equities markets are way up. Go figure.
3 de outubro de 2026
Opinião espontânea
Resposta da OneFamily
Hi Jan
Thanks you for sharing your feedback with us.
I'm sorry your account hasn't performed in the way you expected it to - if you'd like us to look into the performance, please can you email your contact details and account number to customer.relations@onefamily.com and we'll take a look.
Claire
Customer Relationship Team
The customer service at one family is…
The customer service at one family is incredible! I can’t remember the name of the man i spoke to but he was very helpful and funny. Managed to find an account that had been lost 20 years ago!
1 de outubro de 2026
Opinião espontânea
Resposta da OneFamily
Hi Bella
Thanks for sharing your feedback with us. Its great to hear we could reunite you with your funds.
I'll see if i can find who you spoke to and make sure your feedback is passed to their manager.
Claire
Customer Relationship Team
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