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Jane E

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Review of the Family Building Society, Savings:

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The personal touch comes to the rescue

I opened an ISA but couldn’t fund it. I got a message that my identity couldn’t be verified, which made no sense to me as I already had an account and had been through the ID verification for that when I opened it. I phoned to query what was going on. The wait to speak to someone was lengthy (I originally got through in minutes , but then was kept on hold for over 30 minutes waiting to speak to the correct team), which was the only downside of my experience. The woman who answered was very pleasant, and after some discussion she informed me that all new accounts required a linked account, and they had been unable to automatically verify the new account at a different bank that I had chosen as my linked account. She was able to rectify this by changing my linked account to the one I used for my other account. Sorted. Reviewed on: 28th May 2025

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