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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.67/5

Family Building Society reviews

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Verified business Last reviewed within 7 days

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Review summary

People rate this company as Excellent based on 1,830 product reviews

Average score of 4.67/5
5 star
83%
4 star
9%
3 star
3%
2 star
1%
1 star
4%
Reviews for Family Building Society have trended negatively over the past 90 days

Family Building Society really shines with its friendly, patient, and knowledgeable staff who make mortgages and savings straightforward and personal. Their mortgage advisers explain options clearly and support older borrowers well. However, the online banking system and website cause frustration with complicated logins, slow responses, and limited electronic services. Phone wait times can be long but service is excellent once connected.

Positive themes

  • Family Building Society staff are friendly, patient and genuinely helpful on phone and in branch.
  • Mortgage advisers at Family Building Society explain options clearly and guide you through the process.
  • Family Building Society offers competitive savings rates with easy online account setup.

Negative themes

  • The online banking system is confusing and difficult to use with frequent login issues.
  • Long phone wait times frustrate but service is good once you get through.
  • Family Building Society cannot accept electronic ISA transfers or payments by bank transfer.
Summarised by AI
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About Family Building Society

Family Building Society is a trading name of National Counties Building Society which has been looking after people's money and helping homebuyers since 1896.

From its headquarters in Epsom, Surrey, Family Building Society helps over 47,000 customers throughout England and Wales. Being a mutual means it’s owned by and run for the benefit of members. With no shareholders, all profits are put back into the Society.

Family Building Society offer a range of products across mortgages and savings.

Family Building Society at a glance

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Reviews for Family Building Society

Showing 11 of 1830 company reviews • Last reviewed within 7 days

Innovative products to appeal to a selection of savers.

Savings • 22nd January 2026

Innovative products to appeal to a selection of savers. Competitive rates with options including a prize draw on one account.

{"display":"Peter ","full_name":"Peter ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
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Their interest rates are very good.

Savings • 22nd January 2026

Their interest rates are very good. Money is accessible and safe

{"display":"David Wightman","full_name":"David Wightman","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
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  • 5/5

    House Purchase

    I received a thorough and clear explanation of every aspect of the matter at hand and I detected an air of efficiency and professionalism.

    {"display":"SheilsN","full_name":"SheilsN","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    SheilsN 22nd January 2026
  • 5/5

    Super-efficient help line

    My call was dealt with efficiently. I was not even put on hold. Nicole checked the issue was resolved and confirmed there were no outstanding... My call was dealt with efficiently. I was not even put on hold. Nicole checked the issue was resolved and confirmed there were no outstanding issues or queries. I could not expect any better resolution which is why I have scored Family BS's help line top marks.. Thank you! Read more Read less

    {"display":"Nick","full_name":"Nick","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Nick 21st January 2026
  • 5/5

    Out of the country when my Bond matures.

    I have a fixed term bond which will mature whilst I’m out of the country, so needed to know options available. Lisa Adams answered my... I have a fixed term bond which will mature whilst I’m out of the country, so needed to know options available. Lisa Adams answered my call promptly and immediately understood my predicament. She was polite, professional, spoke clearly and obviously understood her subject matter - how refreshing. I decided on my best option which Lisa actioned immediately. Read more Read less

    {"display":"Mr Bond","full_name":"Mr Bond","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mr Bond 20th January 2026
  • 5/5

    extremely helpful and very pleasant,...

    The advisor was extremely helpful and very pleasant, I would definitely recommend Family Building Society

    {"display":"S W","full_name":"S W","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    S W 20th January 2026
  • 5/5

    great customer service

    Got a great savings rate and when I needed a statement the customer service was excellent and I received in a matter of minutes.

    {"display":"npuerto","full_name":"npuerto","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    npuerto 20th January 2026
  • 1/5

    Poor Login Experience

    Logging into my account is a nightmare. Excessive and pretty poor security features

    {"display":"Reg","full_name":"Reg","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Reg 20th January 2026
  • 1/5

    JUST APPALLING CUSTOMER SERVICE

    The Family Building Society are without doubt the WORST building society I have the misfortune to deal with.Second major compliant in under a year.JUST EXCUSE... The Family Building Society are without doubt the WORST building society I have the misfortune to deal with.Second major compliant in under a year.JUST EXCUSE AFTER EXCUSE. 35 Minutes today speaking to various people, CUT OFF after 10 minutes. BAD VERY CAREFUL INVESTING HERE Read more Read less

    {"display":"RogerW","full_name":"RogerW","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    RogerW 16th January 2026
  • 1/5

    Antiquated login system

    Tried to login today but there is a different system now that prevented me from doing so. I phoned FBS who said I had to... Tried to login today but there is a different system now that prevented me from doing so. I phoned FBS who said I had to wait 5 days for a verification code. I queried why I had not been informed about this to be told we emailed you ( not true as I keep all your emails) and also it came in a newsletter, again I keep all the correspondence and I haven’t received this letter. Very disappointed with this new system which is preventing me access to my account, what an antiquated system. Read more Read less

    {"display":"Tim Costello","full_name":"Tim Costello","avatar":{"url":"\/assets\/uploads\/avatars\/users\/516285.png"}}'s avatar
    Savings
    Tim Costello 15th January 2026
  • 5/5

    RESET OF SECURITY

    Adviser was knowledgeable and helpful .

    {"display":" matt","full_name":" matt","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    matt 15th January 2026

    Products from Family Building Society

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