OneFamily

Contact us

Our Brighton-based Customer Service team is available to help you by phone or secure message. Whatever your query, you can be sure of a friendly greeting and the best customer care.

You may be able to find the answer to your question in our FAQs.

What would you like to contact us about?

  • My online account
  • Child Trust Fund (CTF)
  • Junior ISA (JISA)
  • Lifetime ISA/Stocks & Shares ISA
  • Family/Junior Bonds, Unit Trust & other ISAs
  • OneFamily Advice
  • Over 50s Life Cover
  • Savings products opened with Engage Mutual
  • Lifetime Mortgages
  • Former Ecclesiastical
  • Other Products

What would you like to contact us about?

Accessing my Child Trust Fund

Register for an online account to see your Child Trust Fund, change your details, pay money in and, when you turn 18, let us know what you’d like to do with your money.

You can also send us secure messages through your online account.

   

Updating my name or address

We've made it easier than ever to update your details. All you need to do is log into your online account and go to your Profile where you’ll see an edit icon.

We will need you to send us some identification to show your name change. This is to avoid anyone else fraudulently taking control of your account.

If you're having problems logging into your account, try resetting your details.

   

Finding my Child Trust Fund

Child trust funds were set up for children born in the UK between 1 September 2002 and 2 January 2011.

If you're not sure if OneFamily looks after your child trust fund, use our "How to find your child trust fund" tool below to find out. If it’s not with us, we’ll help guide you through the process of finding out which provider has your child trust fund.

   

My options now my Child Trust Fund has matured

When your Child Trust Fund matures, you’ll be able to tell us what you’d like to do with your money. Your options are to:

  • Move your money into another investment product, for example a Lifetime ISA to save for your first home
  • Move some of your money into an investment product, but also take some money out to spend now or put somewhere else
  • Take all your money out

You can find out more about your options at 18 in our Next Steps guide.

   

Finding out the value of my Child Trust Fund

We've made it easier to view the value of your account online. All you need to do is register for an online account or log in if you've already registered.

If you're having problems logging in, try resetting your details.

   

Any other enquiries

If we haven't been able to answer your query through our FAQs - or you're have issues accessing your online account - please contact us via one of the following:

Write to us:

OneFamily
16-17 West Street
Brighton
BN1 2RL

Call us:

0344 8 920 920*

Overseas number:
0044 1273 062512*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

   

What would you like to contact us about?

How my Junior ISA changes when I turn 18

When you turn 18, your Junior ISA will mature, meaning you'll be able to access the money in your account. It will become an "Adult ISA (Matured Junior ISA)".

You'll be able to move your money into another investment product, such as a Lifetime ISA or Stocks and Shares ISA, withdraw it, or do a bit of both.

You can also leave your money where it is, but you won't be able to pay any more money in.

Until you move the money in your matured Junior ISA, it will stay invested in the same fund which means it's value can still change. You'll also keep being charged the Annual Management Charge, which is 1.5% of the account value.

Find out more about your options at 18 and log into your online account to tell us what you’d like to do.

       

    Updating my name or address

    We've made it easier than ever to update your details. All you need to do is create an online account or log in if you already have one and go to your Profile where you’ll see an edit icon.

    We will need you to send us some identification to show your name change. This is to avoid anyone else fraudulently taking control of your account.

    If you're having problems logging into your account, try resetting your details.

       

    Taking money out of my Junior ISA

    Once you turn 18, you’ll be able to take money out of your Junior ISA. Only the person the Junior ISA was opened for will be able to do this.

    You’ll be able to choose to be sent a cheque or get sent your money by bank transfer. If you choose a bank transfer, you’ll need to use an identity checking app called Yoti to prove the Junior ISA is yours.

    Log into your online account to let us know how much you’d like to withdraw and how you’d like the money sent to you.

       

    Any other enquiries

    If we haven't been able to answer your query through our FAQs - or you're have issues accessing your online account - please contact us via one of the following:

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0344 8 920 920*

    Overseas number:
    0044 1273 062512*
    Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

       

    What would you like to contact us about?

    Updating my name, address or payment details

    To update any of the details we have for you, call our friendly customer services team on:

    0344 8 920 920*
    Open 9am – 7pm Monday to Friday and 9am 1pm Saturday.

    If you'd prefer to write to us, please send a signed cover letter, which includes your policy number, advising of your change of address to:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

       

    Managing my Ethical Equity ISA

    Our Ethical Equity ISA is no longer available to open. However, you can open a Stocks and Shares ISA, which invests in climate-friendly funds.

    If you already have an Ethical Equity ISA, you can manage this by calling our customer services team on:

    0344 8 920 920*

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

       

    Finding out the value of my policy

    To find out the most up-to-date value of your account, please call our friendly Customer Services team on:

    0344 8 920 920*
    Open 9am – 7pm Monday to Friday and 9am 1pm Saturday.

       

    Closing or withdrawing from my policy

    If you’re looking to withdraw a Family/Junior Bond, we can complete this for you over the phone. Please contact us on:
    01273 062555*
    Open 9am – 5:30pm Monday to Friday.

    For Unit Trust and other ISAs, you'll need to send a written instruction and two forms of identification to:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    If the amount you'd like to withdraw is more than £30,000, please make sure you've had your ID certified. Anyone over the age of 18 who is not a family member can certify this for you. They need to see the original and a photocopy of your ID, and must write on the photocopied document: "I certify that this is a true copy of the original document."

    They must then print their full name and contact details, and sign and date the copy.

       

    Any other enquiries

    If we haven't been able to answer your query through our FAQs, please contact us via one of the following:

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0344 8 920 920

    Overseas number:
    0044 1273 062512*
    Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

       

    What would you like to contact us about?

    Opening an Over 50s Life Cover policy

    • If you’d like to open an Over 50s Life Cover policy, please give us a call on:
    • 0800 028 1112
      Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
    • If you’d like a quote or further information about our Over 50s Life Policies, you can find this here:
    • Get a quote and product information

       

    Making a claim

    You can notify us of a bereavement online using the form below. Once we receive your completed bereavement form, we will contact you to let you know the next steps.

    Complete OneFamily Bereavement Notification Form

    We understand this may be a hard time for you and your family and we'll try to process your claim as quickly as we can. Please note a claim typically takes between five and 10 working days, depending on the documentation we need and when we receive it.

    If you have already notified us of a bereavement and would like to speak one of our representatives, please call us on:

    0344 8 920 920
    Open 9am – 7pm Monday to Friday and 9am 1pm Saturday.

       

    Updating my name, address or payment details

    To update your name on your account, please send us the following:

    • A covering letter explaining what your name has changed from and to. If your signature has changed, please include your old and new signature on this letter. Please remember to include your policy number so we can get this done for you as quickly as possible.
    • A document showing the link between your old and new name.

    To update your address, please either write to us at the below address or call us on 0344 8 920 920*

    To update your payment details, please call us on 0344 8 920 920*.

    You can write to us at:
    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    If you have more than £30,000 in your account, please make sure you've had your ID certified. Anyone over the age of 18 who is not a family member can certify this for you. They need to see the original and a photocopy of your ID and must write on the photocopied document: "I certify that this is a true copy of the original document." They must then print their full name and contact details, and sign and date the copy.
    Lines open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

       

    Any other enquiries

    If we haven't been able to answer your query through our FAQs, please contact us via one of the following:

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0344 8 920 920

    Overseas number:
    0044 1273 062512*
    Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

    Email us:

    Quotes: customerservices@onefamily.com

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

       

    Contact us using one of the methods below:

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0800 8 021 645

    Overseas number:
    0044 1273 062512*
    Open 9am – 5.30pm Monday to Friday.

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

    Contact us using one of the methods below:

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0800 298 3542*

    Overseas number:
    0044 1273 061 300*
    Open 9am-5pm Monday to Friday.

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

    Contact us using one of the methods below:

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0800 144 8244*

    Lines are open Monday to Thursday 8am to 6:30pm, Friday 8am to 5:30pm and Saturday 10am to 2pm. Calls may be recorded and monitored for training purposes. 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.

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

    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

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0344 8 920 920

    Overseas number:
    0044 1273 062512*
    Open 9am – 7pm Monday to Friday and 9am 1pm Saturday.

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

    You can manage your Lifetime ISA or Stocks and Shares ISA online

    Please select one of the options below:

    What would you like to contact us about?

    Closing or withdrawing from my policy

    If you're looking to withdraw from a savings product previously opened with Engage Mutual, you'll need to complete some documentation. Give us a call on:

    01273 062555*
    Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

       

    Finding out the value of my policy

    We've made it easier to view the value of your account online. All you need to do is register for an online account or log in if you've already done so.

    If you have an issue with your online account and need to speak to us, please call us on:
    0800 169 4321*
    Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

       

    Updating my name, address or payment details

    To update any of the details on your account, including your payment details, please call our friendly customer services team on:

    0800 169 4321*
    Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

    You can also change your address by writing to us. Please send a signed cover letter that includes your policy number, letting us know about your change of address to:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

       

    Getting more information about my fund(s)

    You can find daily and historic pricing information by clicking on the link below. You can also access information on how your money is invested and performance data for the underlying investments.

       

    Any other enquiries

    If we haven't been able to answer your query through our FAQs, please contact us via one of the following:

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0800 169 4321*

    Overseas number:
    0044 1273 062523*
    Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

       

    What would you like to contact us about?

    How do I update my details?

    You can log into your online account to do this. You'll find the option to update your log in email address in the ‘Security’ section.

    you can also call our friendly customer services team on:

    0800 169 4321*
    *Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

       

    How do I reset my password?

    You can reset your password by clicking the 'Forgotten password' link on the Log In page. Simply enter your email and we'll take you through the steps to reset your password.

    Make sure you've got access to your email and mobile phone as we'll need to send you a couple of security codes.

       

    Why is my account incomplete?

    Sometimes we'll need to see some extra documents to finish setting up your account. We'll have sent you an email about this with some more details and next steps.

    You'll also find a copy of this email in the 'Documents' section of your online account.

    If you're having difficulty completing your account setup you can also call our friendly customer services team on:

    0800 169 4321*
    *Open 9am - 7pm Monday to Friday and 9am to 1pm Saturday.

       

    I have another issue with my online account

    If you have a different issue with your online account you may find the answer within our online account support section.

    If you are still unable to find the right information you can also call our friendly customer services team on:

    0800 169 4321*
    *Open 9am - 7pm Monday to Friday and 9am to 1pm Saturday.

       

    Any other enquiries

    If we haven't been able to answer your query through our FAQs, please contact us via one of the following:

    Write to us:

    OneFamily
    16-17 West Street
    Brighton
    BN1 2RL

    Call us:

    0800 169 4321*

    Overseas number:
    0044 1273 062523*
    Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.

    Emailing OneFamily: it might seem like the quickest way to contact us, but email is not a secure method of communication – that means that personal or financial details in an email could be accessible to hackers.

    We won’t be able to send you any personal details or financial information relating to your account via email, so if you need to talk to us about you or your account, we recommend calling us, writing to us or sending us a secure message through your online account.

       

    Helpful links

    Help and Support

    Our online Help and Support pages can help you with:

    Your online account

    Your details 

    Making payments

    Opening, transferring and withdrawing

    View our Help and Support pages

    Death Notification

    We are very sorry to hear about your loss.

    To help make things easier during this time, you can notify us by completing our online form.

    Notify us of a death

    Complaints

    We are committed to offering a first class service. However, if we slip up or you’re unhappy with any aspect of dealing with us, please let us know so we can put things right as soon as possible.

    Select the product your complaint relates to and click on "I have a query not listed here" to see all the ways you can contact us.

    Find out how we handle complaints

    *Calls may be recorded and monitored for training purposes. Call charges apply. These are dependent on your provider’s tariff and are likely to be more from mobile phones. For more information, please contact your provider. 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.