Putting you first

Last week was a difficult week for everyone.  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.

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?

Our dedicated team

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.

How the OneFamily Foundation can help

We’re a socially responsible organisation and our OneFamily Foundation offers help to our customers and their families in times of hardship.  We have pledged £1 million to provide support via our Personal, Education and Temporary Hardship Grants in 2020 and beyond. So if you need a bit of extra help for you and your family right now, please visit the Foundation section of our website to find out more and apply.

We don’t want you to worry

Your financial circumstances might have changed very suddenly, but we really don’t want you to worry.  If you think you might struggle to make a scheduled payment to us, then please visit our Supporting You webpage.

I’d also like to reassure you that, whilst this is a period of uncertainty for the UK markets, OneFamily is absolutely committed to ensuring that all regular payments to you will be made on time as usual.

Any questions?

If you have any questions, you may find the answers you need quickly on our FAQ page, so please do check there first.

These are uncertain times and the goalposts feel like they’re constantly shifting.  However, we want you to know that we’re here and we’ve got you covered.

With warm wishes

Teddy Nyahasha

Chief Executive Officer