Useful information

Here we answer common questions about OneFamily's Lifetime Mortgages. But if you can't find the answer to your question, please contact us.

About your policy

How to make a complaint

Here at OneFamily, we are serious about resolving any complaints that you have. If you want to make a complaint then please contact us by:

Email: [email protected]

Telephone: 0800 802 1645*

* Open 9am - 5.30pm, Monday to Friday. All calls may be recorded for security and training purposes. Calls are free from UK landlines only.

OneFamily Lifetime Mortgages
10 Dean Farrar Street
Floor 5

What we’ll do

If we receive a complaint, our complaints department will confirm that they have received it within 5 working days. We will then investigate the complaint and try and deal with  it within 4 weeks. However, if after 8 weeks we haven’t been able to resolve your complaint or we haven’t sent you our final response, then you can write to the Financial Ombudsman.

The Financial Ombudsman can be contacted at:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567**

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

Email: [email protected]

If your complaint is about your financial advice, please contact your financial adviser.