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OneFamily was established in April 2015 as a result of a merger between Family Investments and Engage Mutual. For the following FAQs please refer to the answer that relates to the provider you took out your product with (prior to April 2015). This will be either Family Investments or Engage Mutual.

When will I receive my gift, vouchers or e-vouchers?

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Junior ISA, Child Trust Fund, Junior Bond, Family Bond and Ethical Equity ISA

Your gift, vouchers or e-vouchers should arrive within 90 days of when we set up your account or when you increased your direct debit. We usually send your gift, vouchers or e-vouchers after we've collected your first two payments.

Please call us on 0344 8 920 920 if you've waited more than 90 days.

Calls may be monitored and recorded for training purposes. Calls to 0344 numbers are charged at local rate and will normally be part of any inclusive minutes provided with phone packages, even when calling from a mobile. The actual cost will depend on your provider's tariff. For more information please contact your provider.

Over 50s life insurance

We'll usually send out your gift within 28 days of receiving your first payment. If you don't receive your gift in six weeks, please call us on 0800 169 4321 and we'll gladly look into it for you. If you'd like more details, please check the terms and conditions of your promotion.

Please call us on 0344 8 920 920 if you've waited more than 90 days.

We might record your call to help improve our training and for security purposes. We hope you don't mind. Calls are only free from UK landlines.

Family Investments
Junior ISA, Child Trust Fund, Junior Bond, Family Bond and Ethical Equity ISA

Your gifts, vouchers or e-vouchers should arrive within 90 days of when we set up your account or when you increased your direct debit. We usually send your gift, vouchers or e-vouchers after we've collected your first two payments.

Please call us on 0344 8 920 920 if you've waited more than 90 days.

Calls may be monitored and recorded for training purposes. Calls to 0344 numbers are charged at local rate and will normally be part of any inclusive minutes provided with phone packages, even when calling from a mobile. The actual cost will depend on your provider's tariff. For more information please contact your provider.

Engage Mutual
Over 50s life insurance

We'll usually send out your gift within 28 days of receiving your first payment. If you don't receive your gift in six weeks, please call us on 0800 169 4321 and we'll gladly look into it for you. If you'd like more details, please check the terms and conditions of your promotion.

Please call us on 0344 8 920 920 if you've waited more than 90 days.

We’ll be here from 9am to 7pm Monday to Friday and 9am to 1pm on a Saturday. We might record your call to help improve our training and for security purposes. We hope you don’t mind. Calls to 0800 numbers are free from UK landlines and mobile networks.

Calls to 0344 numbers are charged at local rate and will normally be part of any inclusive minutes provided with phone packages, even when calling from a mobile. The actual cost will depend on your provider's tariff. For more information please contact your provider.