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John T

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Review of the Family Building Society, Savings:

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Excellent help but took too long to get it!

Once I got contact with your assistants ( 1st one was Lisa Adams) they were excellent. Very clear, very patient, very helpful. My only issue why this does not get top marks is the time it took to get that help. First contact took around 35 minutes and the 2nd about 50 minutes. This is far too slow. I think a maximum wait time should be 10 - 15 minutes to be acceptable and you need to enlarge the size of your support team to achieve this - that would be a proper 'Customer Service'. Reviewed on: 17th July 2025

Reply from Family Building Society Thank you for taking the time to leave us this review. We're pleased to hear of your positive experience with Lisa. Our phone lines have been particularly busy, and we're doing everything we can to assist our customers as quickly as possible. We sincerely apologise 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. If you need any further assistance, please don’t hesitate to reach out. Kind regards, Family Building Society Response date: 29th July 2025

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