Contact us
Our Brighton-based Customer Service team are available to help you by phone or secure message. From the comfort of your own home – or on the move - our friendly team are here to help. Whatever your query, you can be sure of a friendly greeting and our best customer care
You may be able to find the answer to your query within our FAQs which can be found here.
Which product would you like to contact us about?
Child Trust Fund
What would you like to contact us about?
Child Trust Fund
How do I log in my CTF online account?
There are many benefits to managing your account online, including;
- Update your personal details without having to call
- Check your account valuation any time you like
- Make and manage payments into your account
- Contact us via secure message
- Update your online Username
- and more...
Child Trust Fund
What are my options now my CTF has matured?
When you turn 18 you can access the money in your CTF - you can choose to keep saving it with us, keep saving some of it with us and take some out, or take it all out. If you want to know more about your options at 18, there's loads of information in our Next Steps guide.
Child Trust Fund
What is the value of my CTF?
We've made it much easier to view the value of your account online. All you need to do is register then sign into Online Account Management (OAM) service
If you're having problems logging into OAM, try .
Child Trust Fund
I want to view the FAQs
If you've got a question about your CTF, we've probably got it covered in our FAQs
Child Trust Fund
How can I find my CTF?
Child Trust Funds were set up for children born between 1st September 2002 – 2nd January 2011.
If you opened your Child Trust Fund with a different provider and you're not sure if OneFamily look after it, please use our "Locate my CTF" tool below to find out if we do. If your CTF is with a provider which we don't look after, there's a link to the HMRC website to help you find it.
Child Trust Fund
How can I update my name?
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
Please send this to our address at:
OneFamily
16-17 West Street
Brighton
BN1 2RL
If your value exceeds £30,000, please make sure you've had your ID certified.
Anyone over the age of 18 - not a family member - can certify this for you. In order to do this, they 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, signing and dating the copy.
Child Trust Fund
How can I update my address?
We've made it easier than ever to update your address. All you need to do is sign into your online account.
If you're having problems logging into OAM, try .
Child Trust Fund
How can I pay in to my account?
You can pay into a CTF online anytime. All you need to start is the account number & the child's date of birth. Please select the appropriate option below:
Child Trust Fund
How can I retrieve my forgotten username or password?
We all forget our log in details from time to time. Don’t worry, receiving a reminder of your username or resetting your password is very simple! Please select one of the options below:
Child Trust Fund
Why has the fund name changed on my Santander CTF?
Santander, who manage the fund, decided to rename the Balanced International Tracker fund. It is now called International Multi Index fund. This is a better description of how the fund works. Santander also renamed the share class your CTF uses to make things clearer. It is now called CTF accumulation.
These changes will not impact your investment. The fund will:
- Continue investing in the same way
- Have the same annual management charge of 1.5%
- Have the same risk profile
Child Trust Fund
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.
Email us:
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 ringing us, writing to us or sending us a secure message.
Junior ISA
What would you like to contact us about?
Junior ISA
How do I log in my JISA online account?
There are many benefits to managing your account online, including;
- Update your personal details without having to call
- Check your account valuation any time you like
- Make and manage payments into your account
- Contact us via secure message
- Update your online Username
- and more...
Junior ISA
What is the value of my JISA?
We've made it much easier to view the value of your account online. All you need to do is register then sign into Online Account Management (OAM) service
If you're having problems logging into OAM, try .
Junior ISA
How can I make a withdrawal from my JISA?
To withdraw from your Junior ISA, we'll need written instruction from you, along with two forms of photocopied identification. The ID should relate to the teenager, who is the account holder, and they can only make a withdrawal once they've turned 18.
Please send this to our address at:
OneFamily
16-17 West Street
Brighton
BN1 2RL
If your withdrawal value exceeds £30,000, please make sure you've had your ID certified.
Anyone over the age of 18 - not a family member - can certify this for you. In order to do this, they 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, signing and dating the copy.
Junior ISA
How can I update my name?
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
Please send this to our address at:
OneFamily
16-17 West Street
Brighton
BN1 2RL
If your value exceeds £30,000, please make sure you've had your ID certified.
Anyone over the age of 18 - not a family member - can certify this for you. In order to do this, they 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, signing and dating the copy.
Junior ISA
How can I update my address?
We've made it easier than ever to update your address. All you need to do is sign into your online account.
If you're having problems logging into OAM, try .
Junior ISA
How can I pay in to my account?
You can pay into a JISA online anytime. All you need to start is the account number & the child's date of birth. Please select the appropriate option below:
Junior ISA
How can I retrieve my forgotten username or password?
We all forget our log in details from time to time. Don’t worry, receiving a reminder of your username or resetting your password is very simple! Please select one of the options below:
Junior ISA
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.
Email us:
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 ringing us, writing to us or sending us a secure message.
Family/Junior Bonds, Unit Trust & other ISAs
What would you like to contact us about?
Family or Junior Bonds
How can I open a Family or Junior Bond?
You can open a Family or Junior Bond online. This is also where you'll be able to find the important information booklets and fund factsheets. These will tell you everything you need to know. To continue, please select which product you'd like to open:
Ethical Equity ISA
How can I open an Ethical Equity ISA?
Our Ethical Equity ISA is now off-sale, but we've launched a brand new climate friendly Stocks & Shares ISA.
Family/Junior Bonds, Unit Trust & other ISAs
I want to close or withdraw 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 – 17:30 Monday to Friday.
For Unit Trust and other ISAs, we’ll require a written instruction from you along with two forms of identification sent to:
OneFamily
16-17 West Street
Brighton
BN1 2RL
If your withdrawal value exceeds £30,000 please ensure that you have certified your identification.
Anyone over the age of 18 that is not a family member can sign to say that this is a true copy of the original document. Please include their full name, signature, contact details, address, date & signature.
Family/Junior Bonds, Unit Trust & other ISAs
I want to know the value of my policy
To provide you with the most up to date value of your account, please call one of our friendly customer services advisors on:
0344 8 920 920*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
Family/Junior Bonds, Unit Trust & other ISAs
How do I update my name?
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
Please send this to:
OneFamily
16-17 West Street
Brighton
BN1 2RL
If your value exceeds £30,000, please make sure you've had your ID certified.
Anyone over the age of 18 - not a family member - can certify this for you. In order to do this, they 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, signing and dating the copy.
Family/Junior Bonds, Unit Trust & other ISAs
How do I update my address?
To update the address on your account you can call one of our friendly customer services on:
0344 8 920 920*
Open 9am – 7pm Monday to Friday and 9am to 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:
Please send this to:
OneFamily
16-17 West Street
Brighton
BN1 2RL
Family/Junior Bonds, Unit Trust & other ISAs
How can I update my payment details?
To update your payment details please call one of our friendly customer services advisors on:
0344 8 920 920*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
Family/Junior Bonds, Unit Trust & other ISAs
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:
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 ringing us, writing to us or sending us a secure message.
Over 50’s life insurance
What would you like to contact us about?
Over 50’s life insurance
How can I open an Over 50’s policy?
- If you’d like to open an Over 50’s Life 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 Over 50’s Life Policies, you can find this here:
- Get a quote and product information
Over 50’s life insurance
I want to make a Claim
To notify us of a bereavement you can do this online. Once we receive your completed bereavement form, we will contact you to inform you of the next steps.
Complete OneFamily Bereavement Notification Form
We understand this may be a hard time for you and your family. As such we'll try to process your claim as quickly as we can. Please note a claim typically takes between 5-10 working days, depending on the documentation we require and when we receive it.
If you have already notified us of a bereavement and you would like to speak one of our representatives, please call us on:
0344 8 920 920*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
Over 50’s life insurance
I want to update my payment details
To update your payment details, please call one of our friendly customer services advisors on:
0344 8 920 920*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
Over 50s life insurance
How do I update my name?
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
Please send this to:
OneFamily
16-17 West Street
Brighton
BN1 2RL
If your value exceeds £30,000, please make sure you've had your ID certified.
Anyone over the age of 18 - not a family member - can certify this for you. In order to do this, they 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, signing and dating the copy.
Over 50s life insurance
How do I update my address?
To update the address on your account you can call one of our friendly customer services on:
0344 8 920 920*
Open 9am – 7pm Monday to Friday and 9am to 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:
Please send this to:
OneFamily
16-17 West Street
Brighton
BN1 2RL
Over 50’s life insurance
I want to view my policy summary
We've made it much easier to view your account online. All you need to do is register then sign into Online Account Management (OAM) service.
If you have an issue with your OAM and need to speak to us, please call us on:
0800 169 4321
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
Over 50’s life insurance
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: [email protected]
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 ringing us, writing to us or sending us a secure message.
Lifetime Mortgages
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.
Email us:
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 ringing us, writing to us or sending us a secure message.
Health Insurance
Please contact The Exeter:
The Health Insurance products listed below have been transferred to 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*.
Open Monday to Friday, 9am - 5pm
Former Ecclesiastical
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.
Email us:
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 ringing us, writing to us or sending us a secure message.
OneFamily Advice
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.
Email us:
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 ringing us, writing to us or sending us a secure message.
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
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:
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 ringing us, writing to us or sending us a secure message.
Lifetime ISA/Stocks & Shares ISA
These products are designed to be managed online
Please select one of the options below:
Savings products opened with Engage Mutual
What would you like to contact us about?
Savings products opened with Engage Mutual
I want to close or withdraw 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. To obtain this information, please give us a call on:
01273 062555*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
Savings products opened with Engage Mutual
I want to know the value of my policy
We've made it much easier to view the value of your account online. All you need to do is register then sign into Online Account Management (OAM) service.
If you have an issue with your OAM and need to speak to us, please call us on:
0800 169 4321*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
Savings products opened with Engage Mutual
How do I update my name?
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
Please send this to:
OneFamily
16-17 West Street
Brighton
BN1 2RL
If your value exceeds £30,000, please make sure you've had your ID certified.
Anyone over the age of 18 - not a family member - can certify this for you. In order to do this, they 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, signing and dating the copy.
Savings products opened with Engage Mutual
How do I update my address?
To update the address on your account you can call one of our friendly customer services on:
0800 169 4321*
Open 9am – 7pm Monday to Friday and 9am to 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:
Please send this to:
OneFamily
16-17 West Street
Brighton
BN1 2RL
Savings products opened with Engage Mutual
How do I update my payment details?
To update your payment details please call one of our friendly customer services advisors on:
01273 169 4321*
Open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
Savings products opened with Engage Mutual
How do I find out more 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.
Savings products opened with Engage Mutual
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.
Email us:
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 ringing us, writing to us or sending us a secure message.
Helpful links
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.
Complaints
We are committed to first class service. However, if we slip up or you’re unhappy with any aspect of dealing with us then we want you to let us know so put things right as quick as we can.
Just use one of the contact options above and we’ll get straight back to you.
*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.