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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 January 2025 to 30th June 2025

Brands/trading names covered: OneFamily

Number of complaints opened by volume of business
Product / service groupingProvision (at reporting period end date)Number of complaints openedNumber of complaints closedPercentage closed within 3 daysPercentage closed after 3 days but within 8 weeksPercentage upheld*Main cause of complaints opened
Banking and credit cards2.92 per 1000 client accounts63161535%65%52%Delays / timescales
Home financeN/A**N/A**N/A**N/A**N/A**N/A**N/A**
Insurance and pure protectionN/A**N/A**N/A**N/A**N/A**N/A**N/A**
Decumulation and pensionsN/A**N/A**N/A**N/A**N/A**N/A**N/A**
Investments0.63 per 1000 client accounts56356537%63%47%Error / not following instructions
Credit relatedN/A**N/A**N/A**N/A**N/A**N/A**N/A**
Claims ManagementN/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.

Family Assurance Friendly Society Limited

Firm name: Family Assurance Friendly Society Limited

Group: Not applicable

Other firms included in this report (if any): None

Period covered in this report: : 1st January 2025 to 30th June 2025

Brands/trading names covered: OneFamily / Beagle Street

Number of complaints opened by volume of business
Product / service groupingProvision (at reporting period end date)Number of complaints openedNumber of complaints closedPercentage closed within 3 daysPercentage closed after 3 days but within 8 weeksPercentage upheld*Main cause of complaints opened
Banking and credit cardsN/A**N/A**N/A**N/A**N/A**N/A**N/A**
Home financeN/A**N/A**N/A**N/A**N/A**N/A**N/A**
Insurance and pure protection1.42 complaints per 1000 client accounts53055043%56%56%Error / not following instructions
Decumulation and pensions0.49 complaints per 1000 client accounts3333%67%N/A**N/A**
Investments1.26 complaints per 1000 client accounts16016553%47%70%Error / not following instructions
Credit relatedN/A**N/A**N/A**N/A**N/A**N/A**N/A**
Claims ManagementN/A**N/A**N/A**N/A**N/A**N/A**N/A**

** Not Applicable means that Family Assurance Friendly Society Ltd do not offer any products under this category.

The complaints for Family Assurance Friendly Society Ltd includes our Stocks & Shares ISA, Lifetime ISA, OneFamily Junior ISA (opened after 29th September 2025), as well as other Family Assurance bonds, and Life Cover.

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.