Supporting our overseas customers

There are two ways you can manage the maturity process for your Child Trust Fund or Junior ISA as an overseas customer.

Before you begin the withdrawal process, please make sure you either have a UK bank account in your name, or that your overseas bank account accepts payments in GBP.

If you have a National Insurance number

You'll be able to register for an online account to manage your Child Trust Fund or Junior ISA. You'll also be able to contact our customer services team via secure messaging in your online account.

During the maturity process, we'll have to ask you for some documents, which you'll be able to send us photos of through your online account.

If you don't have a National Insurance number

You'll have to give our customer services team a call. They'll be able to take your instructions over the phone.

During this process, we'll need to ask you for some documents. To help you get them to us safely, we'll send you an encrypted email that you'll be able to log into. You'll then be able to send us photos of those documents.

Documents we'll need:

• Banking identification, such as bank statements
• Government identification, such as a passport or driver's license

If your banking identification document doesn't include your address, we'll need another document as proof of address.

You can still withdraw money from your OneFamily Stocks & Shares ISA when you live abroad, but the process change depending on what kind of bank account you have.

If you have a UK bank account

You'll be able to withdraw money from your stocks and shares ISA through your online account.

In case you run into any issues logging in, then please follow the process below instead.

If you don't have a UK bank account

You'll have to give our customer services team a call. Before you do this, however, please make sure that the bank account you want to withdraw into accepts payments in GBP.

During this process, you'll be asked to send us some documents. To make sure they get to us safely, we'll send you an encrypted email that you'll be able to long into.

You'll then be able to send us photos of those documents.

Documents we'll need:

• Banking identification, such as bank statements
• Government identification, such as a passport or driver's license

If your banking identification document doesn't include your address, we'll need another document as proof of address.

Using your OneFamily Lifetime ISA to buy a house if you're overseas

If you'd like to use your lifetime ISA to buy your first home, that property must be in the UK. You cannot use a lifetime ISA to buy a first home overseas.

When using your lifetime ISA to buy a home, you'll be going through a conveyancing solicitor and won't be taking money out of your lifetime ISA yourself.

Please take a look at our guide on using a lifetime ISA to buy your first home for more information on how everything works.

Withdrawing from your OneFamily Lifetime ISA

If you'd like to take money out of your lifetime ISA for any reason other than buying your first home, it's important that you're aware of the lifetime ISA 25% withdrawal penalty charge.

This is a government penalty charge that you'll have to pay if you take money out of your lifetime ISA before you turn 60 for any reason other than buying your first home. The fee is 25% of everything you take out, including both the money you've put in and the money you've received from your government bonus. This means the penalty fee adds up to more than just the government bonus, so you will lose some of the money you've put in.

Apart from using your lifetime ISA to buy a first home, the only way you can take money out without losing some is by waiting until age 60 to withdraw from your account.

If you're 60 years old, or you'd still like to take money out of your lifetime ISA regardless of the penalty charge, please take a look at the different processes below, depending on what kind of bank account you have.

If you have a UK bank account

You'll be able to withdraw money from your OneFamily Lifetime ISA through your online account.

If you have issues logging in, please follow the process below.

If you don't have a UK bank account

You'll have to give our customer services team a call. Before you do this, however, please make sure that the bank account you want to withdraw into accepts payments in GBP.

During this process, you'll be asked to send us some documents. To make sure they get to us safely, we'll send you an encrypted email that you'll be able to log into.

You'll then be able to send us photos of those documents.

Documents we'll need:

• Banking identification, such as bank statements
• Government identification, such as a passport or driver's license

If your banking identification document doesn't include your address, we'll need another document as proof of address.

Can I keep paying for my Over 50s Life Cover policy if I move abroad?

Yes, you can keep paying the premiums for your policy as long as those payments are coming out of a UK bank account.

If you no longer have access to a UK bank account, you can designate a friend or family member as the payer for your policy.

How does Funeral Funding work if the policyholder dies while abroad?

The Funeral Funding feature of our Over 50s Life Cover policy can only be used if the policyholder's funeral is held with Golden Charter in the UK. It can't be used with any other funeral provider, or outside of the UK.

Does the policy still pay out if the funeral takes place outside of the UK?

You can still have your policy pay for your funeral if that funeral takes place outside of the UK.

If you choose to do this, you will need to provide official translations of any documents you send us at the time of claiming if they are not in English.

What happens if the policyholder dies in the UK but the family lives abroad?

If the designated payee for the account lives abroad, they can still get the payout from your policy. We can either send them the payout to an overseas bank account in GBP, or we can send them a cheque.

If any of the documents that we request from them are in a language other than English, they'll need to be translated by an official translation company.