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Gailhw

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Review of the Family Building Society, Savings:

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Very long wait time :(

I had been locked out of my account after incorrectly inputting my password in three times and I can’t get through to your main tel number due to my mobile network Spend Cap as your line will be a high charge, so I found a tel to your mortgage department who kindly out me through to your main call centre, but I was left on hold for over an hour, so very annoyed! I called your mortgage department back and explained how long I’d been left on hold and the chap I spoke to was AMAZING and said he would try to help rest my login, which he did and I was so grateful, as I know it wasn’t his main job remit! So, a 0/10 for customer service due to a ridiculous wait time, but a 10/10 for the chap in Mortgages who went ravine and beyond to help me, rather than out me through to a never ending telephone loop! Reviewed on: 1st September 2025

Reply from Family Building Society Thank you for your positive feedback regarding our agent. Your feedback about the time on hold has been passed on to the relevant team to support ongoing improvements to our service. If there's anything else you need further assistance with, please don't hesitate to let us know. Kind regards Family Building Society Response date: 23rd October 2025

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