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Review of the Family Building Society, Savings:

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Difficult to remove savings

I emailed FBS yesterday to request closure of my Windfall Bond and transfer of funds to my bank current account. I received an email back saying it was necessary to complete an online request for someone to contact me by phone to action my request, which I did. This morning at 9.47 I received a call from FBS from an advisor whose role was to complete verification checks and then transfer me to another dept to action the request. This lady completed the checks and then attempted to transfer me to their savings team. This is where the problems started. I was waiting for about 20 minutes without the phone being answered. The lady who was trying to put me through couldn't have been more apologetic and after a further wait said she would personally walk up to the department and ask them to call me. It is now 10.50 and still no callback. She told me while we were trying to get through that they have launched 11 new savings products and over the last 2 weeks their lines have been incredibly busy as a result. It is a shame they don't seem to care as much about looking after existing customers as they do about talking to new ones. 10.52 and still no call back......... 11.30 I called FBS as still no reply. Tom was able to put me through to the savings team straight away to process my request. I appreciate they are busy but why call me at 9.47 if they are not going to ensure the savings dept can take the call? Surely they could have a dedicated team to look after their exisitng customers who colleagues are trying to put through? Reviewed on: 1st February 2022

Reply from Family Building Society We’re very sorry to hear about the issues you experienced in contacting us, and that we didn’t live up to our usual high standard of customer service on this occasion. I believe our savings team have been in contact with you and now closed your account. Should you need any further assistance please don’t hesitate to contact our Family Service Team by emailing [email protected] or calling 03330 140144. Response date: 7th February 2022

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