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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.66/5

Family Building Society reviews

Verified business Last reviewed within 7 days Customer Satisfaction Champion Consumer Guardian
See more on their website Write a review

Review summary

People rate this company as Excellent based on 1,937 product reviews

Average score of 4.66/5
5 star
83%
4 star
9%
3 star
3%
2 star
1%
1 star
4%
Reviews for Family Building Society have trended positively 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.
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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 1937 company reviews • Last reviewed within 7 days

I recently had cause to contact you as I couldn’t ac...

Savings • 13th April 2026

I recently had cause to contact you as I couldn’t access my account. Lisa talked me through the process, several times until it was sorted.... I recently had cause to contact you as I couldn’t access my account. Lisa talked me through the process, several times until it was sorted. I must say Lisa had so much understanding and patience with me, as not used to too much technology, until it was sorted. I appreciated all of her patience and wish there were more people like her. Many thanks Lisa. Read more Read less

{"display":"Susan P","full_name":"Susan P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
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Fabulous customer support

Savings • 13th April 2026

My advisor was extremely patient, easy to understand and was happy to stay on the line till my issue was resolved. She was excellent

{"display":"julia","full_name":"julia","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
Read more product reviews
  • 5/5

    Very pleasant, helpful and courteous service.

    Very pleasant, helpful and courteous service.

    {"display":"caroline f","full_name":"caroline f","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    caroline f 13th April 2026
  • 1/5

    Family BS - poor service for online access

    Family Building Society have historicallly provided good customer service. However I have recently needed to access my account onlline for the first time in over... Family Building Society have historicallly provided good customer service. However I have recently needed to access my account onlline for the first time in over a year, to find that my access is denied pending re-registration on their 'new' website. Apparently registering is online for new customers, but an existing customer like me has to wait for a code to be sent in the post. Until this arrives, online access to my account is blocked. Complaining about this poor service resulted in a stock answer telling me I needed to re-register. Hence the poor rating in this review. Read more Read less

    {"display":"CHRIS C","full_name":"CHRIS C","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    CHRIS C 11th April 2026
  • 5/5

    Needed to confirm some details on my account .

    Needed to confirm some details on my account . I spoke to Holly who was very polite, patient & professional. It was a really nice... Needed to confirm some details on my account . I spoke to Holly who was very polite, patient & professional. It was a really nice change to speak to someone who both understood me and was clear and understood by myself. 10/10 Read more Read less

    {"display":"Mr G Hillier","full_name":"Mr G Hillier","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mr G Hillier 10th April 2026
  • 5/5

    Very happy with Roger great service

    Very happy with Roger great service

    {"display":"Dan","full_name":"Dan","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Dan 10th April 2026
  • 5/5

    Extremely helpful staff

    Louise was extremely helpful; listened to what I was trying to achieve and guided me through the call in a very professional yet friendly manner

    {"display":"Colin ","full_name":"Colin ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Colin 9th April 2026
  • 5/5

    Alice Bennett professional and friendly.

    Alice Bennett who took my call was professional and friendly. She handled what I needed to be cleared very quickly. The phone system said from... Alice Bennett who took my call was professional and friendly. She handled what I needed to be cleared very quickly. The phone system said from the start that I was No.1 in the queue. However, it did taken 6 mins + for the call to be answered. Read more Read less

    {"display":"Chris","full_name":"Chris","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Chris 9th April 2026
  • 5/5

    Hollie was very polite & helpful

    Hollie was very polite & helpful

    {"display":"Joanna S","full_name":"Joanna S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Joanna S 7th April 2026
  • 5/5

    Very good service

    I have been using fixed term savings with the FBS for some years now. I found the account easy to set up and their customer... I have been using fixed term savings with the FBS for some years now. I found the account easy to set up and their customer service is excellent, with someone usually picking up the phone within 5 minutes. Their savings interest rates are usually competitive, although less so now in April 2026. Read more Read less

    {"display":"Charles W","full_name":"Charles W","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Charles W 7th April 2026
  • 5/5

    Not too long on hold to have call answered.

    Not too long on hold to have call answered. Excellent friendly and efficient service from the person who handled my query. Just the sort of... Not too long on hold to have call answered. Excellent friendly and efficient service from the person who handled my query. Just the sort of of employee who will enhance the company. Read more Read less

    {"display":"Francis Breen ","full_name":"Francis Breen ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar

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