Why hasn’t my transfer completed?

If you completed a transfer application online, you can check the status of your transfer by logging into your account and clicking on 'Documents'.

We'll need to receive your signed transfer document before we can start your transfer. If you haven't sent this yet, please double check the form is completed correctly before sending it to us at FREEPOST ONEFAMILY (this is the full address).

If you're still having problems, please send us a secure message or give us a call on 0344 8 920 920. Our call centre is open Monday to Friday from 9am to 5.30pm (Wednesday 9:30am-5:30pm)*.

*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.