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Contact us

Please use one of the methods below to get in touch with our Brighton-based Customer Service team. If you’re a Junior ISA or Child Trust Fund customer, you can also send us a secure message through Online Account Management »

You can also find answers to common questions in our frequently asked questions section »

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  • Savings and Investments

    • Junior ISAs, Child Trust Funds, Family and Junior Bonds and other ISAs

      Send a secure message

      Need to discuss personal or policy details? By using Online Account Management we can deal with most things safely and securely. This is only available to Junior ISA and Child Trust Fund accounts starting with a ‘C’ or ‘K’ at the moment.

      Call us

      Customer services: 0344 8 920 920*

      Overseas customer services: +44 1273 062 512*

      Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

      Customer services: [email protected]

      Please don’t include personal or policy details, as email is not the best way to protect your information.

      Saving products opened with Engage Mutual

      Call us

      Customer services: 0800 169 4321*

      Overseas customer services: +44 1273 062 512*

      Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

      Customer services: [email protected]

      Please don’t include personal or policy details, as email is not the best way to protect your information.

  • Life Insurance and claims

  • Lifetime Mortgages

    • Call us

      Customer services: 08008021645*

      Open 9am – 5.30pm Monday to Friday.

      Customer services: [email protected]

      Please don’t include personal or policy details, as email is not the best way to protect your information.

      OneFamily Lifetime Mortgages
      10 Dean Farrar Street
      Floor 5
      London
      SW1H 0DX

  • Health Insurance

    • The Health Insurance products below have been transferred our fellow mutual and health care specialist, The Exeter.

      Health Cash Plan
      Corporate One Fund
      PHSA
      Medicaid health cash plan
      Medicare private medical insurance

      You can contact The Exeter on 0300 123 3256*.

  • Former Ecclesiastical

    • Call us

      Customer services: 0800 298 3542*

      Overseas customer services: +44 1273 061 300*

      Open 9am-5pm Monday to Friday.

      Customer services: [email protected]

      Please don’t include personal or policy details, as email is not the best way to protect your information.

  • Other products

    • You can also contact us about products we supplied to any of these companies:

      Holborn and Metropolitan Counties Society (HMCS)
      Lancashire & Yorkshire Assurance (L&Y)
      National Farmers’ Union Mutual (NFU Mutual)
      St Andrew’s Life Friendly Society
      Moneywise Friendly Society
      Freeway Appropriate Personal Pension
      St Andrews Woolwich
      GAN Pep Managers Limited

      Call us

      Customer services: 0344 8 920 920*

      Overseas customer services: +44 1273 062 512*

      Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

      Customer services: [email protected]

      Please don’t include personal or policy details, as email is not the best way to protect your information.

*We might record your call to help improve our training and for security purposes. We hope you don’t mind. Calls to freephone numbers are free from UK landlines and personal mobile phones. With Business mobiles the cost will depend on your phone provider. If you'd like to know more, please ask your provider.

Write to us

Customer Services
OneFamily
16-17 West Street
Brighton
BN1 2RL


Complaints

We are committed to first class service, and would like to get it right first time. However, if we slip up or you’re unhappy with any aspect of dealing with us then we want you to let us know. We’ll do our best to put things right promptly.

Just use one of the contact options above and we’ll get straight back to you.

Find out more about how we handle complaints »

Find us

We're a 10 minute walk from Brighton train station. Or, if you're driving, NCP car parks are nearby.