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Putting you first

The new restrictions have been a shock to our normality and, as a society, we are having to learn how to live and work again – to create our new normal.

Our dedicated team

OneFamily has a strong focus on customer service and I’m immensely proud of this – the team does a fantastic job every day. Prior to the current situation our aim was to get all calls through to a friendly voice, on average, within 30 seconds - so we were determined to keep as close to that as we could. However, with reported wait times at other organisations reaching over an hour – how on earth were we going to achieve this?

The answer lies in each and every member of the OneFamily team. I have been humbled by everyone’s optimism and positivity. Their gritty resolve to put you, the customer, first – no matter what it took to achieve it. They knew only too well how this situation was causing you worry and that you needed us to be there for you.

It’s not been easy, but over the course of the week our exceptional team has transformed the way we work so that we can keep our colleagues safe whilst also supporting you in your time of need.

The OneFamily Foundation

This week we’re moving onto looking at the ways we can support the most vulnerable in society. We’re a socially responsible organisation so we already encourage everyone at OneFamily to give their time to charitable causes. Our OneFamily Foundation offers help to our customers and their families in times of hardship, so we have pledged £1 million to provide support to our customers in 2020 and beyond. As well as individual grants, we’re also focusing on those organisations that are helping others with isolation, providing essential supplies and even supporting children with the equipment they need to do their online schoolwork.

As a friendly society, we’re proud that we’re owned by and run for our customers. So, it’s entirely right that our focus is firmly on them – whether that’s in treating them respectfully or supporting them through hard times.

But it’s thanks to the OneFamily team that we can do this. They are the beating heart of OneFamily and it’s their dedication, resolute cheerfulness and optimism that will get us through these difficult days.


Teddy is a strong supporter of diversity, inclusion and equality. A passionate believer in social mobility and financial inclusion; he is using his position as CEO of OneFamily to help the young, the disadvantaged and the marginalised to reach beyond their expectations. His view is that everyone in society should have the same opportunities to access financial products – regardless of their wealth.

Two hands held together forming the shape of a love heart.

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