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Yvonne F

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Review of the Family Building Society, Savings:

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Very poor online access and service

When my Bond matured i tried to access my account to find that i was locked out. I spent over an hour on the phone waiting and then going through a very tedious process with one of the advisors. Upshot they sent me a new verification code by post(!) which took over a week to arrive and in the meantime they have put my money into a FRB offering 0.5% less than i was first offered!. I've gone online again today with my new verification code and you guessed it it still doesn't work. Whilst i am writing this i have been waiting in a queue for 29 mins so far, no details of where i am sitting in the queue etc. Not had this poor service from any of the other online savings account that i hold. Update, just got account unlocked took 42 mins in total. The advisor was a bit of a cold fish. Reviewed on: 8th July 2025

Reply from Family Building Society Thank you for your feedback and were very sorry for the inconvenience you’ve experienced following our system update. We understand how frustrating this must have been and have passed your comments to the relevant team. Our phone lines have been particularly busy, and we're doing everything we can to assist our customers as quickly as possible. We sincerely apologize for any inconvenience this may have caused. We offer customers the option of a callback to help you avoid waiting in the queue for an extended period. We're pleased to hear that your account has now been resolved from a technical standpoint. If you need any further assistance, please don’t hesitate to reach out. Kind regards, Family Building Society Response date: 11th July 2025

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