OneFamily ロゎ
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OneFamily レビュヌ 4,208

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TrustScore 5段階評䟡の4

4.2

金融機関
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レビュヌはレビュアヌの個人的な意芋であるため、特定の蚘茉内容を怜蚌するこずはありたせん。ただし、ビゞネス䞊の取匕が行われたこずを確認できた堎合、レビュヌに「確認枈み」のラベルを付ける堎合がありたす。詳现はこちら

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レビュアヌのコメントを芋おみたしょう

5぀星のうち5の評䟡

I was phoned by Shanta Ali and safe to say she was amazing, very attentive, patient and friendly! She explained everything really well - very easy to digest and simple to understand. Had a very bubbly... もっず芋る

䌁業が回答したした

5぀星のうち5の評䟡

I phoned one family because I had lost our life insurance certificates when we moved house.i also had a scam phone call regarding life insurance.the young man who l spoke to was brilliant he sorted ou... もっず芋る

䌁業が回答したした

5぀星のうち1の評䟡

I'm sorry frustrated I'm cashing out after 22 years. Login issues, can't talk to customer services, product type separated between teams a real nightmare. Gave them loads of opportunities to do better... もっず芋る

䌁業が回答したした

5぀星のうち5の評䟡

The male advisor I think Michael, apologies if I’m incorrect, was great. He was friendly, polite, clear, professional. Straight to the point, provided us with all the options. Wait time wasn’t too lon... もっず芋る

䌁業が回答したした

䌁業情報

  1. 金融機関

OneFamily に぀いお

圓該䌁業による蚘述

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.

Visit our website

連絡先

4.2

ほが満足

TrustScore 5段階評䟡の4

4208件のレビュヌ

5぀星
4぀星
3぀星
2぀星
1぀星

Trustpilot では、本物の人間によるコンテンツに重きを眮いおいたす。ただし、この䌁業は返信原皿の䜜成に圹立぀ AI 支揎ツヌルにもアクセスするこずができたす。

この䌁業のTrustpilot 利甚方法

レビュヌや評䟡の取埗方法、スコアリング、モデレヌションのプロセスに぀いお確認する。

Trustpilot に参加しおいる䌁業は、むンセンティブを提䟛したり、レビュヌを非衚瀺にするためにお金を払ったりするこずは蚱可されおいたせん。レビュヌはレビュアヌの個人的な意芋で、Trustpilot のものではありたせん。詳现はこちら
5぀星のうち5の評䟡

Really great customer service

Really great customer service. James who processed a withdrawal for me was extremely helpful, very supportive, and polite. Overall very good experience.

2026幎3月23日
自発的なレビュヌ
OneFamily ロゎ

OneFamily からの回答

We're happy to hear that you had a positive experience with our customer service. We appreciate your kind words about the support you received during your withdrawal. Thank you for your feedback.

Claire
Customer Relationship Team

5぀星のうち5の評䟡

The customer service team I spoke to


The customer service team I spoke to were very helpful, and it was all straightforward. They were able to help me with no difficulty, I was really happy.

2026幎3月9日
OneFamily ロゎ

OneFamily からの回答

We're happy to hear that our customer service team was able to assist you effectively and make your experience straightforward. Thank you for sharing your positive feedback with us!

Claire
Customer Relationship Team

5぀星のうち1の評䟡

I'm sorry frustrated I'm cashing out


I'm sorry frustrated I'm cashing out after 22 years. Login issues, can't talk to customer services, product type separated between teams a real nightmare. Gave them loads of opportunities to do better.

2026幎3月20日
自発的なレビュヌ
OneFamily ロゎ

OneFamily からの回答

Hello Andy

I can see we've already responded to you about this, but please contact us again if you are still experiencing issues.

Thanks
Lisa
Customer Relationship Representative

5぀星のうち1の評䟡

Still waiting on cheque as didn’t want


Still waiting on cheque as didn’t want to sign up for digital ID to Yoti, which has since been in news for dodgy dealings. It’s a con that you have to go through this to bank transfer your own money.
Where is my cheque/money One Family. No correspondence from them.

2026幎3月20日
OneFamily ロゎ

OneFamily からの回答

Hello Angela

I'm sorry you've still not received payment from your account. Please can you email us at customer.relations@onefamily.com with your account details so we can look into this for you.

Thanks
Lisa
Customer Relationship Representative

5぀星のうち5の評䟡

Amazing Customer Experience

I was phoned by Shanta Ali and safe to say she was amazing, very attentive, patient and friendly! She explained everything really well - very easy to digest and simple to understand. Had a very bubbly and kind energy which made her very easy to talk to! Customer service 10/10, made my experience very pleasant!

2025幎12月18日
自発的なレビュヌ
OneFamily ロゎ

OneFamily からの回答

We're happy to hear that you had such a positive experience! We appreciate your kind words regarding the attentiveness, patience, and friendly service you received. It's great to know the information was easy to understand and that you felt comfortable. Thank you for sharing your feedback!

Claire
Customer Relationship Team

5぀星のうち4の評䟡

My interest accumulated nicely but I


My interest accumulated nicely but I don’t appreciate how long it takes to withdraw it.

2026幎3月13日
OneFamily ロゎ

OneFamily からの回答

Hello Salman

Sorry your withdrawal took longer than you were hoping. Please contact us at customer.relations@onefamily.com if you'd like us to look into why this happened.

Lisa
Customer Relationship Team

5぀星のうち1の評䟡

Con, incompetent or both

You had 18 years to maximise the savings my very poor single mother sacrificed invested, and after all that time we end up with less than she invested. The same was the case for my brother! Your company is either incompetent, a con or both.

2026幎3月11日
OneFamily ロゎ

OneFamily からの回答

Hi TeriAnn

I'm sorry you're unhappy with the growth of your account and for any upset caused.

At OneFamily, we offer Stocks & Shares Child Trust Funds (CTFs) and Junior ISAs (JISAs) and also manage Cash CTFs.

Stocks & Shares investments offer higher growth potential but capital is at risk and it is possible to get back less than has been paid in.

Cash investments offer lower growth potential, but higher protection from losses as you can't get back less than is paid in.

I appreciate your disappointed with the value and I'm sorry.

So we can look into this further and provide an account specific response, please email your details to customer.relations@onefamily.com.

Thanks for sharing your experience with us.

Shauna
Customer Relationship Team

5぀星のうち4の評䟡

Done within time slot

Done within time slot. Happy overall.

2026幎3月10日
OneFamily ロゎ

OneFamily からの回答

We're happy you're satisfied with our timely service. Thank you for your feedback; we appreciate it.

Claire
Customer Relationship Team

5぀星のうち2の評䟡

Withdrew my child trust fund via check


Withdrew my child trust fund via check post as have no photo I.d, should have received it within 7-10 days, still haven’t received it 3 weeks later. Has any one else had this problem?

2026幎2月23日
自発的なレビュヌ
OneFamily ロゎ

OneFamily からの回答

Hi Lisa

I'm sorry you haven't received your cheque. We send correspondence by Royal Mail in good faith but unfortunately have no control once it leaves us.

Please send your account details to customer.relations@onefamily.com so we can get this sorted for you.

Thanks

Shauna
Customer Relationship Team

5぀星のうち5の評䟡

I phoned one family because I had lost


I phoned one family because I had lost our life insurance certificates when we moved house.i also had a scam phone call regarding life insurance.the young man who l spoke to was brilliant he sorted out my problems immediately.

2026幎3月16日
自発的なレビュヌ
OneFamily ロゎ

OneFamily からの回答

We're happy to hear that our team member was helpful. We appreciate you taking the time to share your positive experience!

Claire
Customer Relationship Team

5぀星のうち4の評䟡

Friendly and patient

Friendly and patient

2026幎3月6日
自発的なレビュヌ
OneFamily ロゎ

OneFamily からの回答

Thank you for your positive feedback! We're glad to hear you had a good experience with our customer services team.

Claire
Customer Relationship Team

5぀星のうち1の評䟡

complicated website to navigate

complicated website to navigate, complicated website to see how to upload a document, limited communication not backed up by email if there was a message to be read. Altogether a company that attempts to retain rather than release funds

2026幎3月13日
自発的なレビュヌ
OneFamily ロゎ

OneFamily からの回答

Hi Jo

I'm sorry you had trouble using our online services and for any frustration caused; Please be assured this isn't our intention.

I've raised your feedback with our Customer Experience Team so they can take this into account when reviewing our services.

You should also receive an email each time we upload a new document or send you a secure message, and I'm sorry if you didn't receive this. It may be worthwhile checking your spam/junk folder.

I'm sorry we haven't met your expectations on this occasion and thank you for sharing your experience with us. If you'd like to discuss this further please email your account details to customer.relations@onefamily.com.

Many Thanks,

Shauna
Customer Services

5぀星のうち5の評䟡

10/10 very easy to sort out and you get


10/10 very easy to sort out and you get payment 5 days within applying for it

2026幎3月15日
OneFamily ロゎ

OneFamily からの回答

We're happy to hear that the process was easy and the payment was received quickly. Thank you for sharing your positive experience with us!

Claire
Customer Relationship Team

5぀星のうち4の評䟡

Looked after finances well and kept us


Looked after finances well and kept us well informed of any changes or adjustments

2026幎3月1日
OneFamily ロゎ

OneFamily からの回答

We appreciate your positive feedback. We're happy to hear that our financial management and clear communication met your expectations. Thank you!

Claire
Customer Relationship Team

5぀星のうち3の評䟡

Takes ages for withdrawal to appear in


Takes ages for withdrawal to appear in bank account

2026幎3月6日
OneFamily ロゎ

OneFamily からの回答

Hi Will

Thank you for your review. Due to banking timescales, please allow until 17th March for this to arrive.

Many thanks

Claire
Customer Relationship Team

5぀星のうち4の評䟡

Afterwards it is hard getting any


Afterwards it is hard getting any updates

2026幎3月12日
OneFamily ロゎ

OneFamily からの回答

We apologise for the difficulty in getting updates and appreciate your feedback. If you need any help, please give us a call on 0344 8 920 920.

Claire
Customer Relationship Team

5぀星のうち5の評䟡

Great customer service

Been with this company since for many, many years now and they have always been excellent with helping me when I need it.
The website is easy to use and the customer support team are always happy to help out.
Highly recommend.

2026幎3月12日
自発的なレビュヌ
OneFamily ロゎ

OneFamily からの回答

We appreciate your long-term loyalty. We're happy to hear that our website is easy to use and that our customer support team has been helpful over the years. Thank you for recommending us!

Claire
Customer Relationship Team

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