Frequently asked questions
See below for some common questions about our Lifetime ISA. If you have a question that isn't answered here, please contact us by secure message from within your online account. If you don't currently have an account with us you can call us on 0344 8 920 920*. We are open 9am – 7pm Monday to Friday and 9am to 1pm Saturday.
*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.
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General product information
What is a Lifetime ISA?
Can I open a Lifetime ISA?
What types of Lifetime ISA are available?
What is the difference between a cash Lifetime ISA and stocks and shares Lifetime ISA?
Can I have multiple Lifetime ISAs?
What’s the maximum I can contribute to a Lifetime ISA?
First-time buyer product information
Can we open a joint Lifetime ISA?
Can I transfer my Help to Buy ISA into a Lifetime ISA?
Can I have a Help to Buy ISA and a Lifetime ISA?
House purchase information
What do I need to do to enable the use of my Lifetime ISA for a house purchase?
Can I use the bonus from my Lifetime ISA for my deposit?
Who should I contact at the different stages of the process?
What happens if I want to take more money during the house purchase?
How long do I have to complete my house purchase?
What happens if I have a bonus payment due at the time of the house purchase?
If I have money left over in my Lifetime ISA after my house purchase has completed, can I still access it?
After my house purchase has completed, can I continue to save for my retirement?
What happens if the house purchase falls through?
What happens if I change my mind?
Retirement product information
When can I withdraw my money for retirement?
What can I do if I need to withdraw some money before I’m 60?
Account information
How do I open a Lifetime ISA and what will I need?
Can I apply for a Lifetime ISA as a Power of Attorney?
How can I manage my Lifetime ISA?
How can I find out the value of my Lifetime ISA?
How much can I pay into a OneFamily Lifetime ISA?
How much does it cost to have a Lifetime ISA with OneFamily?
How do I switch my fund choice?
How can I see my statements?
Payment information
Why can’t I see any transactions on my account?
When will my funds be invested?
How can I set up a Direct Debit?
How can I set up a nominated account?
When will the money be paid into my nominated account?
How do I convert my bank account number to eight digits?
How can I claim my government bonus?
What do I do if HMRC can’t match my details?
Fund information
What is the difference between the two Lifetime ISA fund options?
How can I see how my Lifetime ISA fund is performing?
Withdrawing or closing your Lifetime ISA account
How can I cancel or close my Lifetime ISA?
When can I withdraw money from my Lifetime ISA?
Can I transfer to another Lifetime ISA provider?
What happens if I decide to close my account?
What are the government withdrawal charges?