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Complaints publication report
Financial Services firms regulated by the Financial Conduct Authority are required to publish complaints information if they receive more than 500 complaints in the most recent six month period.
Family Equity Plan Limited
Firm name: Family Equity Plan Limited
Group: Not applicable
Other firms included in this report (if any): None
Period covered in this report: 1st July 2025 to 31st December 2025
Brands/trading names covered: OneFamily
| Number of complaints opened by volume of business | |||||||
|---|---|---|---|---|---|---|---|
| Product / service grouping | Provision (at reporting period end date) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld* | Main cause of complaints opened |
| Banking and credit cards | 2.03 per 1000 client accounts | 416 | 429 | 53% | 47% | 34% | Other general admin / customer service |
| Home finance | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** |
| Insurance and pure protection | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** |
| Decumulation and pensions | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** |
| Investments | 1.51 per 1000 client accounts | 492 | 509 | 42% | 57% | 47% | Other general admin / customer service |
| Credit related | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** |
| Claims Management | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** | N/A** |
* This is the percentage of complaints where we have found in favour of the complainant.
** Not Applicable means that Family Equity Plan Ltd do not offer any products under this category.
The complaints for Family Equity Plan Limited includes our Child Trust Fund accounts, Junior ISA (opened before 28th September 2025), Lifetime ISA and Family ISAs, together with ISAs that we manage as part of a relationship with business partners, including the Post Office ISA and AA ISA.
Read about what we’re doing to support our members and communities in our Inspiring Better Futures report
We aim to provide long-term value to our members through our products, services and member benefits.
Our Board of Directors is made up of experienced business professionals who offer passion, experience and guidance to OneFamily.