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Review of the Family Building Society, Savings:

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Telephone service not as good as it used to be..

I telephoned because the reference quoted on a payment to fbs was for a closed a/c, and to ask if it could be credited to the account that I had open with them. I was told it could not be, and would be sent back to my bank. Two days later I have not received the payment back, but have a message on my fbs a/c to say that it will be. The lady I spoke to started to look up my a/c details but the phone line was poor and we were cut off. She did ring me back but despite answering the last question she had asked she had to go through the i/d process again. By this time I was out of time, because it had taken so long for my original call to be answered. Service use to be really good, but trying to get a telephone call answered takes a long time now. Reviewed on: 17th September 2026

Reply from Family Building Society Thank you for taking the time to leave us your review. We're sorry to hear you were disappointed with the service you received on this occasion. For security reasons, if a call is disconnected, we are required to complete the identification process again when reconnecting with a customer. We understand this can feel repetitive, but it is an important part of protecting your account and personal information. Response date: 24th September 2026

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