Frequently asked questions

You are nearer to an answer than you might think.

We try to make the process as straightforward as possible, but if you do have some unanswered questions regarding the Foundation, you might find our FAQ’s may come in useful.

We want to make it as easy as possible for our customers to access the Foundation. Perhaps you’re a community member looking for some tips on how to build a stronger project, or maybe you just want to know how to get involved with a project close to your heart?

We have broken down the questions into 6 groups covering the Community Awards and the Personal Grants to make it easier to find answers.

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What is the Foundation?

The OneFamily Foundation is the perfect embodiment of what it means to be a mutual. The Foundation was set up to be aligned to OneFamily’s view of modern mutuality and benefits our members, their families and the communities in which they live and work.

As a mutual, without shareholders, we use a percentage of our profits (OneFamily profits) to fund the OneFamily Foundation.

Whilst all payments are discretionary, OneFamily aspires to make £5m available through the Foundation over five years. In 2015 alone, over half a million pounds was awarded through Personal Grants and Community Awards.

Members must have an active OneFamily policy.

Is the OneFamily Foundation a charity?

No. The Foundation is a benefit of membership to OneFamily and all customers are welcome to apply for a Personal Grant and/or nominate a project for a Community Award.

How often does the OneFamily Foundation award money to customers?

Personal Grants of up to £500 are awarded on the first working day of every month.

Community Awards take place twice a year and award £25,000 and £5,000 grants to OneFamily customers’ Community projects.

What if I don’t have access to the internet?

OneFamily customers can request a paper copy for a Personal Grant or Community Award application by contacting our Customer Services team on 0800 373010.

I want to apply for a Personal Grant and/or a Community Award but I’ve been asked for a Policy number. What is this?

To apply for funding via the OneFamily Foundation you must be a OneFamily customer. OneFamily is a mutual financial provider and we provide a range of financial products. More information can be found on the OneFamily website.

If you already hold a policy with us, you can find your policy number on any recent correspondence from OneFamily. Alternatively, contact our customer services team who will be able to assist you.

Email [email protected] or telephone 0800 373 010.

Is the Foundation costly to run?

No. We want to ensure the Foundation is run as effectively and efficiently as possible so we have made many of our processes automated. It is for this reason we’re asking customers to make their applications online. We have checks in place to ensure all funding is spent appropriately.

What is the vision for the Foundation?

We want more of our customers to get involved in the Foundation – whether it is to receive funding, to play a part in shaping its future, or to provide support to other customers locally who are applying for funding. Ultimately, we would like the Foundation to provide more benefits to customers (not just financial), and become an important part of being a OneFamily customer.

Can I still apply for a Community Award and / or Personal Grant if I am on the Foundation Advisory Panel?

Yes, members of the Foundation Advisory Panel are welcome to submit an application for a Community Awards and / or Personal Grant.

Am I more likely to receive funding if I am on the Foundation Advisory Panel?

No. Due to the nature of the way in which funding is allocated, all customers have an equal chance of receiving funding, regardless of whether you are on the Advisory Panel or not.

What can I apply for?

Typically, Grants will fall under the categories below where hardship is evident:

• Respite breaks for carers
• Home modification/repairs
• Disability/Mobility aids e.g. mobility scooter
• Essential furniture e.g. beds, fridge freezer
• Specialist software to help those with learning difficulties

More information on the types of Personal Grant requests can be found in the OneFamily Foundation terms and conditions.

Can I apply for a grant?

To apply for a grant, you need to be a OneFamily customer who is 18 or over and based in the UK or Ireland. However, you can choose to apply for a grant on behalf of a family member or close friend based in the UK or Ireland if they need a helping hand.

I don’t have access to the internet, how else can I apply?

If you don’t have access to the internet, we recommend you ask a family member or friend who is online to help you. If this is not possible, call our customer service team on 0800 373 010 and we will fill out an application on your behalf or send you a paper application.

I used to have a policy with OneFamily but it has now lapsed. Am I eligible to apply?

Unfortunately not, all applications for Personal Grants and Community Awards must hold a live policy with OneFamily throughout their application.

The grant amount I require is MORE than £500, can I still apply?

We will consider applications where the amount required is over £500, providing that you can confirm you’re able to pay the additional amount yourself without going into further financial hardship or debt.

The grant amount I require is LESS than £500, can I still apply?

Yes of course, we’re aware that not all items required will cost exactly £500. You can apply for any amount up to the value of £500.

I don’t need a Personal Grant but I’d like to help a friend. Can I apply for a grant for them?

Yes, you can apply for a Personal Grant for yourself, a close family member or a close friend however, all applications must be submitted by a OneFamily customer.

Can I amend my application once I’ve submitted it?

No, you will need to withdraw the application and submit a new one. If we need any more information to process your application, a member of the Foundation team will be in touch.

My child has a OneFamily policy, can I apply for a Personal Grant?

Yes, if you are the named guardian on your child’s policy, then you can apply up until they reach the age of 16.

My application didn’t win, can I apply again?

Yes, however all applications that aren’t selected as a winner will remain in the draw for a consecutive 2 months. So, you essentially have up to 3 chances of being selected as a winner. All winners are selected at random via a computerised draw. After 3 draws your application will expire and you can apply again from scratch.

If I win, will my story be shared on the website/in the media/ on Facebook?

No, we will only ever share your story if you have explicitly given your consent. If you have given consent for us to share your story for marketing purposes, we will always contact you beforehand to discuss opportunities with you first.

I won a Personal Grant but I no longer have a need for the item originally requested - can I spend it on something else?

No, if you’re selected as a winner but do not require the funding for the specified item, another applicant will be selected in your place.

How often do Community Awards take place?

We aim to run two rounds of Community Awards per year where applicants can apply for a £5,000 or £25,000 Community Award. The online application form will only appear when nominations have opened.

How do the Community Awards work?

The Community awards run in phases:
• Nomination/Application – customers can nominate a project for a Community Award
• Voting – the general public can vote for their favourite project
Once the votes have been verified, each winning project will be contacted by the Foundation team and informed that they are a winner.

How do I put forward a project?

You can nominate a project for an award when the Community Awards are open and only during the ‘nominations phase’. This happens twice a year and you can find more information about the dates on the website.

Who is eligible to apply for a Community Award?

Only OneFamily customers can nominate a project for a Community Award. You must be over 18 years old and a resident of England, Wales, Scotland or Northern Ireland. All projects nominated must be wholly UK-based in order to be eligible.

Can I amend my application once I have submitted it?

You will not be able to amend specific project details once your project has been approved, however the Foundation team will be able to amend some details for you, such as project names, contact details and social media links.

Can I apply for more than one project at any one time?

No, unfortunately not. OneFamily members can only apply for one award at any one time.

How do I know if my application has been Approved/Declined?

You will be contacted by a member of the Foundation team via email, advising you on the status of your application. Please note, the decision made by the Foundation team is based on our Terms and Conditions.

What happens once I’ve submitted my application for a Community Award?

The Foundation team review every project as they get submitted. If there are pieces of information missing in your application then a member of the Foundation team will get in touch. If your application meets the criteria, then your project will appear in the ‘Nominated Projects’ section of the Foundation website.

I am a customer but the other members of my nominated project are not, can I still apply?

Yes, the project needs to be submitted by a OneFamily customer however not all members need to be customers as well.

Who decides the winners of the Community Awards?

All of the winners are decided by an online vote from OneFamily customers and non-customers. The projects with the highest number of votes will be awarded the money.

Who can vote for a Community project?

Anyone over the age of 18 and who lives in the UK can vote for a project during the voting phase of Community Awards. Whether you hold a policy with OneFamily or not, you will need to register separately to the Foundation website.

Can I vote for more than one project?

Yes, you can vote for as many projects as you like however, only one vote per project. We regularly monitor votes so it is important all voters and supporters adhere to the terms and conditions throughout the community Awards. If we find any suspicious voting the project may be disqualified. Please see our Terms and Conditions.

Can I vote without an internet connection or email address?

No, all voting takes place online via the project page. If you don’t have a computer or internet access at home, you may want to ask a friend or use public facilities. You will need an email address in order to register to the Foundation and vote for a project.

My project is going to benefit children under the age of 18, can they vote?

As stated in our terms and condition, under 18s are not eligible to vote for projects. We would therefore encourage older family members to vote on their behalf.

When can I vote for a project?

Only when we have entered the Voting phase will you be able to vote for a project. You will need to register to the Foundation website in order to vote and must adhere to the Terms and Conditions throughout. More information can be found here.

I’ve nominated a project which has gone through to the voting round, how do I gain votes?

You will need to publicise your project within your local community and via social media. All votes need to be made via your project page on the Foundation website. It is important you provide plenty of information in your application in order to raise the profile of your project. Tips on how to do this effectively can be found on the Foundation website.

When can I apply for a Personal Grant?

Customers can apply for a Personal Grant at any time throughout the year.

When do the draws for the Personal Grants take place?

We aim to announce the winners of each draw on the first working day of the month.

What are the timings for Community Award applications and votes?

These dates change from year to year, more information can be found on the Foundation website.

I’m registered on the OneFamily website, can I use the same details to log into the Foundation website?

No, the two websites are entirely separate. In order to submit an application for a Personal Grant or Community Award (or to vote for a Community Award project) you will need to register on the Foundation website, creating a new profile.

Once I’m registered to the OneFamily Foundation will my details be passed on to any third parties?

Absolutely not, the details you provide will be used solely by OneFamily to contact you only when applicable.

Where can I find my policy number?

You can find this on any recent correspondence from OneFamily. Alternatively email Customer Services or call us on 0800 373010 and we’ll help you find this information.

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OneFamily Foundation Limited, registered number 09176069, is registered in England and Wales at 16-17 West Street, Brighton, BN1 2RL, United Kingdom. OneFamily Foundation is not authorised or regulated by the Financial Conduct Authority or the Prudential Regulation Authority.
OneFamily is a trading name of Family Assurance Friendly Society Limited, (incorporated under the Friendly Societies Act 1992, Reg. No. 939F). Registered in England & Wales at 16-17 West Street, Brighton, BN1 2RL, United Kingdom. Family Assurance Friendly Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. Family Assurance Friendly Society Limited's Financial Services Register number is 110067. You can check this on the Financial Services Register at or by contacting the FCA on 0800 111 6768.


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