FAQs
See below for some common questions about our suite of savings and investment products. If you have a question that isn't answered here, feel free to contact our friendly, UK-based call centre for more information.
Managing your account or policy
We currently offer online account management for the following products:
| Product | |
|---|---|
| Junior ISA | Register here |
| Global Investment Child Trust Fund | |
| Ethical Child Trust Fund (Policy numbers beginning with a C, K or J) | |
| Over 50s Protection Plus life insurance policy | Register here. |
| Lifetime ISA | Access to your online account will automatically be activated when your account is opened. |
Unfortunately, online account management isn’t available for our other products.
In the meantime. If you need to get in touch, our friendly UK-based customer service teams can be contacted here.
If your product has an online account management service available, you can register here:
Junior ISA, Global Investment Child Trust Fund and Ethical Child Trust fund
To receive a reminder of your username or reset your password, please use the links on the login page. Click here to go to the Online Account Management login page »
You can change your username and password at any time. Just go to the 'Change login details' once you're logged in to Online Account Management.
Over 50s Protection Plus life insurance
To receive a reminder of your username or reset your password, please use the links on the login page. Click here to go to the customer self service login page »
Our Junior Bonds, UK Investments Child Trust Funds or Children’s Unit Trusts cannot be managed online.
If you think you are the Registered Contact for a Junior ISA, Global Investment Child Trust Fund or Ethical Child Trust Fund with us but can’t see your child’s account from within your online account management, please contact us.
To become the Registered Contact (RC) for a Child Trust Fund or Junior ISA, you must be 16 or over and either have parental responsibility for the child or are the child named on the account. If you have parental responsibility for the child the current RC must agree you can take over. There can only be one RC at any time.
To make a change, please ask the current RC to call or write to us. We'll send them the relevant forms. We'll also send a booklet with important information about the Child Trust Fund or Junior ISA. You'll need to read it before agreeing to become the RC.
Please call us on 0344 8 920 920* if you want to be the RC because of an adoption, a court order, or the absence or death of the existing RC.
If you are the child and over 16, you can become the RC for your account, without the permission of the current RC. To do this, call or write to us and ask for a Change of Registered Contact form.
Here's our address:
FREEPOST OneFamily (Please note, this is the full address)
*Calls may be monitored and recorded for training purposes. Calls to 0344 numbers are charged at local rate and will normally be part of any inclusive minutes provided with phone packages, even when calling from a mobile. The actual cost will depend on your provider's tariff. For more information please contact your provider.
For each of our savings and investments products you will receive statements at different stages of each year:
- Junior and adult ISAs: We'll send you a statement four times a year. The first you receive in a calendar year will include details of the annual costs and charges.
- Lifetime ISA: A statement will be available online four times a year. The frequency of these is based from the opening date of your account. Another document detailing your annual costs and charges will also be made available online each year.
- Child Trust Funds: We’ll provide you with a statement just before your child turns 11 and 16 years old. We will also provide a statement if there have been any payments into the account in the previous statement year.
- Junior Bond and Family Bonds: We'll send a statement once a year, just after the anniversary of the Bond's start date.
- Unit Trusts: We’ll send you a statement twice a year in February and September.
- Pensions, Endowments and other Investments: We’ll send you a statement each year.
In the meantime, if you require a statement please contact us.
If you have a Child Trust Fund held elsewhere you can transfer it into another Child Trust Fund or a Junior ISA with us.
Click here for more information on transferring into our range of Child Trust Funds, or here for transferring into our Junior ISA.
If you have a Junior ISA held elsewhere you can transfer it into a Junior ISA with us.
Learn more about transferring into our Junior ISA.
The only adult ISA managed by OneFamily that can accept transfers in is our Lifetime ISA. If you hold a Help to Buy ISA with a value between £250 and £4,000 (the current Lifetime ISA limit) you can transfer it to us to set up a new Lifetime ISA, or to invest in an existing account.
The e-voucher promotion does not run indefinitely, and is currently closed.
If you entered the e-voucher scheme when it was open it should arrive within 90 days of when we set up your account. We usually send it to you after we've collected your first two payments.
Please call us on 0344 8 920 920 if you've waited more than 90 days.
We have appointed PTL to act as a governance advisory arrangement for our personal pension scheme. The Terms of Reference for the GAA can be found here.
PTL is independent of OneFamily and acts solely in the interests of policyholders.
The role of the GAA and the opportunity for policyholders to make representations direct to the GAA has been communicated to you on your annual statutory money purchase illustration. You can find out more about the report here.
Alternatively the Chair’s latest full report can be found here.
You can view the Chair’s previous full report here.
If you have any views which you may wish to share with PTL on your personal pension plan then you can contact them directly on:
Tel: 03033 660100
Email: [email protected]
In writing to:
Secretary to the PTL Governance Advisory Arrangement
PTL Governance Limited
Merlin House
Brunel Road
Theale
Reading
RG7 4AB
Managing your personal details
If you’re changing a name on an account, please write to us at:
FREEPOST OneFamily (Please note, this is the full address)
For Child Trust Funds or Junior ISAs you can only change the child’s name if you’re the Registered Contact. If the child is over the age of 16 and has become the Registered Contact then only they have the authority to inform us.
For Junior Bonds, if the child is under 18, only the nominated parent or guardian can inform us of any change. If the child is over 18 then they would have the authority to inform us.
If you're changing a child's name, please include:
- your child's full new name
- your child's old name
If you're changing your name, please include:
- your full new name and new signature
- our old name and old signature
You'll also need to include the account number(s), as well as certified copies of identification showing the change of name. We do need to see certified copies of identification when you send us details of the new name, or we won't be able to process your request.
Each document should:
- show a clear link between the new and old name
- be certified by a responsible adult, not related to you, who confirms the copy is authentic.
On the Change of Name Form you'll find more information about what identification we accept and how to certify it. There are two types of forms. Please check which one is right for you:
Because we need to see certified documents to change the name, we can’t accept name change requests by phone, email or fax.
If a date of birth is shown incorrectly on an account, please write to us at:
FREEPOST OneFamily (Please note, this is the full address)
So we can process your request straight away please make sure you include the account number and one of the following certified copies of documents showing the correct date:
- Birth Certificate
- Passport
- Driving License
- any other official document showing the correct date of birth.
The document you send us needs to be certified by someone you feel is responsible, over the age of 18, but not a family member. To do this, please copy the document and ask them to write the following on the front or the back of each page:
- "I confirm that this is a true photocopy of the original document."
- Their name
- Their address and their telephone number
- Their signature and the date
Please avoid sending original documents as we are unable to guarantee their safety in the post. All documents must be in English or accompanied by a translation. Photocopies of the translations must be certified by the translation company.
Please note: You can only change a child’s date of birth if they’re under 18 and you’re the Registered Contact on a Child Trust Fund or Junior ISA or the nominated parent or guardian on a Junior Bond. If the child is 18 or over they need to inform us of the change themselves.
If you have our Junior ISA, Global Investment Child Trust Fund, Ethical Child Trust fund (Policy numbers beginning with a C, K or J), our Lifetime ISA or our Over 50s Protection Plus life insurance policy, you can change your address online using our online account management services.
You can register for online account management here.
Or if you already have online account management login here.
For all other policy holders please contact us.
Managing your payments
If you hold a Lifetime ISA you can manage your payment details online.
If you hold a Junior ISA, a Global Child Trust Fund or Ethical Child Trust Fund you can do this online:
- Set up a direct debit for a Junior ISA »
- Set up a direct debit for a Global Investment Child Trust Fund or Ethical Child Trust Fund »
For Junior ISA and Child Trust Funds please bear in mind:
- Only the child can take the money out and only once they’re 18.
- Investing in shares has good potential to grow, but its value can fall as well as rise. The child may get back less than you've paid in.
For all other products please contact us.
If you hold a Junior ISA or Child Trust Fund there are other ways to pay into an account.
Otherwise you can contact us.
Fund Information
Please click here for fund information including factsheets and daily prices.
For Junior ISA, Lifetime ISA, Global Investment Child Trust Fund and Ethical Child Trust Fund you can get a valuation online.
If you’re investment isn’t managed online you can contact us, we can provide you with a valuation over the phone or send you a statement on request.
We currently administer two With Profits Funds:
- OneFamily (EM) With Profits Fund (formerly Engage Mutual)
- OneFamily (ELL) With Profits Fund (formerly Ecclesiastical Life Limited)
You can find out more information on both these funds including the latest versions of their respective Principles & Practices of Financial Management documents here.
Making a claim
All of our individual and corporate health policies have been transferred to fellow mutual and health care specialist The Exeter. You can contact them on 0300 123 3256.
To help make things easier during this time, you can notify us of a death by completing our online death notification form.
Once we receive notification of the death, we will send a claim form to be completed with a request for all required documents. Once we receive all the documents required with a completed claim form, we will send a cheque for the settlement within 48 hours.
If you buy an Over 50s Life Cover policy from us, please make sure you retain the policy documents in a safe place and let your next of kin know where to find them.
Returning lost assets
There’s an estimated £15 billion to £20 billion of savings lying unclaimed across a range of financial institutions in the UK.
OneFamily has been working hard to help connect customers or their beneficiaries with unclaimed money held by the society. So far we’ve been able to return over £3.1 million.
If you think you might have lost funds with OneFamily please fill in our Entitlement Enquiry Form.
Outbound phone number
Yes. Although this number has been flagged as spam in some places, this is our real outbound phone number from (or directed through) our offices in Brighton.