OneFamily Website Terms of Use

Who operates the Sites and how to contact us

Family Assurance Friendly Society Limited (‘OneFamily’, ‘we’, ‘us’ or ‘our’) operates the OneFamily websites (including account management platform) (together the ‘Sites’). We are registered under the Friendly Societies Act 1992, registered number 939F, and our registered office is situated at 16-17 West Street, Brighton, BN1 2RL.

When we talk about the OneFamily Group we are referring to Family Assurance Friendly Society Limited and its subsidiaries.

If you have any questions about these terms of use please email us at:

[email protected]

By using our Sites you accept these terms

By using our Sites, you confirm that you accept these terms of use and that you agree to comply with them.

If you do not agree to these terms, you must not use our Sites.

We recommend that you print a copy of these terms for future reference.

We may make changes to these terms of use

We amend these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand the terms that apply at that time. These terms were most recently updated in May 2018.

What information about me is collected on the Sites or through your internet products?

We collect two types of information: personal data and other data.

Personal data
Personal data is information that identifies you or can be used to identify or contact you ("Personal Data"). Such Personal Data may include your name, address, email address, telephone number, birth date (primarily for eligibility purposes) and bank details.

You do not have to provide us with any Personal Data to visit the Sites. We will collect Personal Data from you only if you voluntarily submit such information to us (i.e. when requesting an information pack, applying for a product or managing an account online).  To understand more about how we use and protect your Personal Data please see our Privacy Notice.

Other data
Other data includes user IP addresses, browser types, domain names, and other anonymous statistical data involving the use of the Sites. Other data is used to help us understand who uses the Sites and to improve and market the Sites in general.

Our use of cookies

Cookies are pieces of information that a website transfers to the cookie file on your computer's hard disk. Cookies enable users to navigate around the Sites and (where appropriate) enable us to tailor the content to fit the needs of visitors who have accessed the Sites. Some cookies only stay on your PC for the duration of your visit to the Sites - these are session based cookies and expire when you shut down your browser. Others are known as 'persistent' and remain on your PC for a fixed period of time - minutes, months or indefinitely. There are different types of cookie which do different things, such as allowing efficient navigation around the Sites, remembering preferences and improving your overall browsing experience. Others can be used to measure the number of site visits and most popular pages users visit. Cookies can also be used to provide you with advertising which is more tailored to your interests - we do not use these types of cookies. There are four classifications of cookies - strictly necessary, performance, functionality and targeting. Although most browsers are initially set to accept cookies, you may reset your browser to notify you when you receive a cookie or to reject cookies generally. Most browsers offer instructions on how to do so in the "Help" section of the toolbar.

More information about cookies can be found at and in the ICC UK Cookie Guide. We will also use cookies to assist us in tailoring how we advertise our services to you when you visit certain third-party websites. This is known as 'retargeting', 'remarketing' or 'behavioural advertising'. When you visit certain pages on the Sites, a cookie will be downloaded onto your computer which will enable us to tailor advertisements that would appear on certain third-party websites having an agreement with behavioural advertising providers to display such advertisements. If you do not wish to allow us to use cookies in this way, you can visit to opt out.

Our use of tracking

Our web pages may contain electronic images, known as web beacons or spotlight tags. These enable us to count users who have visited certain pages on the Sites. Web beacons and spotlight tags are simple tools used to obtain generic information about the web pages visited. They are not used to obtain information about specific users. We also use analytical tools to collect standard internet log information and visitor behaviour information in an anonymous form. The information generated by the cookie about your use of the Sites (including your IP address) is transmitted to the analytics provider who uses the information to evaluate visitors’ use of the Sites and to compile statistical reports on website activity. Our analytical tools may track individual logged-in users during their time on the site. The identifier used to track individual sessions is anonymous, non-personally identifiable and cannot be used by any third party to identify or access any Personal Data.

We will not (and will not allow any third party) to use these statistical analytics tools to track or to collect any Personal Data of visitors to the Sites. More information about how we track individual activity and transactions can be found below.

A. Use of Google Analytics (Client ID)

OneFamily uses Google Analytics to collect and analyse anonymous statistics about usage of our Sites. When browsing our Sites, Google Analytics will assign a random ID to your browser that is stored in a cookie. Unless deleted, this cookie persists for a period of up to two years since your last interaction with the Sites. We collect and use this ID to anonymously differentiate between individuals who use the Sites. This enables us to carry out analysis to further improve our online experience for customers.

B. Use of Google Analytics for eCommerce (revenue tracking)

When making an online payment via the OneFamily website, we may use Google Analytics to collect anonymous details of your transaction. This includes the value of the transaction, and the name of the product(s) purchased. We do not collect any Personal Data in Google Analytics.

To opt out of being tracked by Google Analytics across all websites, visit:

C. Hotjar web analytics.

Hotjar may record mouse clicks, mouse movements, scrolling activity as well as text you type in the Sites. The Sites do not use Hotjar to collect any Personal Data entered on the website. Hotjar does not track your browsing habits across websites which do not use Hotjar services. For more information, see the Hotjar privacy policy at

We use the information collected by Hotjar to analyse how users interact with our website in order to improve our online service. You can choose to disable Hotjar tracking at

D. Referral Programmes

Through third party referral programme operators and others, we offer referral programmes whereby referral websites can earn advertising revenue through enquiries and sales completed on the Sites. To track the earning of such advertising revenue, and to determine the effectiveness of the referral programmes, the users who request an information pack or apply online are tracked using technologies such as cookies or action tags that do not use Personal Data. Our programme operators and the referral websites themselves can only access other data such as data relating to the number of impressions served, the number of transactions completed, and their resulting advertising revenue.

E. Our maintenance of Log Files

We also collect other data through our Internet log files, which record data such as user IP addresses, browser types, domain names, and other anonymous statistical data involving the use of the Sites. This information may be used to analyse trends, to administer the Sites, to monitor the Sites' use, and to gather general demographic information.

Email a Friend/Email Friends and Family to add to Account

Through our ‘Email a Friend’ or ‘Email Friends and Family to Add to Account’ tools on the Sites, we will automatically send your friend(s)/family a one-time email containing the information you request to be sent. If you elect to use the ‘Email a Friend’ or ‘Email Friends and Family to Add to Account’ tools, we will collect from Personal Data about your friend(s)/family, which you have provided, such as your friend's name and email address. We will not store this information anywhere on our systems, it is collected only to enable us to send the email and is then removed. We recommend, however, that you make sure that your friend or family member wants to receive emails from you regarding materials on the Sites.

Content Standards

You may post pictures/photographs, comments and other material to us for publication on the Sites.

These content standards apply to any and all material which you contribute to our site (Contribution), and to any interactive services associated with it.

The Content Standards must be complied with in spirit as well as to the letter. The standards apply to each part of any Contribution as well as to its whole. Please choose your Contributions carefully.

OneFamily will determine, in its discretion, whether a Contribution breaches the Content Standards.

A Contribution must:

  • Be accurate (where it states facts)
  • Be genuinely held (where it states opinions)
  • Comply with the law applicable in England and Wales and in any country from which it is posted.

 A Contribution must not:

  • Be defamatory of any person
  • Be obscene, offensive, hateful or inflammatory
  • Promote sexually explicit material
  • Promote violence
  • Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age
  • Infringe any copyright, database right or trade mark of any other person
  • Be likely to deceive any person
  • Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence
  • Promote any illegal activity
  • Be in contempt of court
  • Be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety
  • Be likely to harass, upset, embarrass, alarm or annoy any other person
  • Impersonate any person, or misrepresent your identity or affiliation with any person
  • Give the impression that the Contribution emanates from the OneFamily Group, if this is not the case
  • Advocate, promote, incite any party to commit, or assist any unlawful or criminal act such as (by way of example only) copyright infringement or computer misuse.
  • Contain a statement which you know or believe, or have reasonable grounds for believing, that members of the public to whom the statement is, or is to be, published are likely to understand as a direct or indirect encouragement or other inducement to the commission, preparation or instigation of acts of terrorism
  • Contain any advertising or promote any services or web links to other sites.

Breach of these terms of use

When we consider that a breach of these terms of use has taken place, we may take such action as we deem appropriate.

Failure to comply with these terms of use constitutes a material breach which you are permitted to use our Sites, and may result in our taking all or any of the following actions:

  • Immediate, temporary or permanent withdrawal of your right to use our site
  • Immediate, temporary or permanent removal of any Contribution uploaded by you to our site
  • Issue of a warning to you
  • Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach
  • Further legal action against you
  • Disclosure of such information to law enforcement authorities as we reasonably feel is necessary or as required by law.

We exclude our liability for all action we may take in response to breaches of these terms of use. The actions we may take are not limited to those described above, and we may take any other action we reasonably deem appropriate.

Are the Sites designed for use by children?

We are committed to protecting the privacy of children. The way the Sites and our internet products are laid out ensure they are not directed at individuals under the age of 16. We urge all parents or guardians to participate in their children's exploration of the Internet, and to teach their children about protecting their personal information while online.

Security of information

We want your information to remain as secure as possible. We strive to provide secure transmission of your information from your computer to our servers through industry-standard techniques.

Notwithstanding the above commitments to protect your information from loss, misuse or alteration by third parties, you should be aware that there is always some risk involved in transmitting information over the Internet. There is also some risk that others could find a way to thwart our security systems. As a result, while we strive to protect your information, we cannot ensure or warrant the security and privacy of any information you transmit to us, and you do so at your own risk.

Which country’s laws apply to any disputes?

If you are a consumer, please note that the terms of this policy, its subject matter and its formation are governed by English law. You and We both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, the terms of this policy, its subject matter and its formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.