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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.63/5

Family Building Society reviews

Verified business Last reviewed within 7 days Customer Satisfaction Champion Consumer Guardian
See more on their website Write a review
  • Award winning organisation
    Award winning organisation
  • Positioned as being a socially responsible organisation
    Positioned as being a socially responsible organisation
  • Has branches you can visit in-person
    Has branches you can visit in-person
  • Manage your account or policy via an app or website
    Manage your account or policy via an app or website

Review summary

People rate this company as Excellent based on 2,052 product reviews

Average score of 4.63/5
5 star
82%
4 star
9%
3 star
3%
2 star
2%
1 star
4%
Reviews for Family Building Society have trended negatively over the past 90 days

Family Building Society shines with friendly, patient, and knowledgeable staff who make savings and mortgage queries feel straightforward and personal. Their savings products offer competitive rates and easy online access, though some find the new login system frustrating. Phone wait times can be long, and the online system and communication about changes sometimes cause headaches.

Positive themes

  • Family Building Society’s staff are consistently friendly, patient, and helpful on savings and mortgage calls.
  • Savings with Family Building Society offer competitive rates and easy online management.
  • Mortgage advice from Family Building Society is clear and professional with helpful guidance.

Negative themes

  • Long phone wait times frustrate many trying to reach Family Building Society support.
  • The new online login system at Family Building Society causes confusion and access issues.
  • Family Building Society’s reliance on postal verification and paper processes feels outdated.
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

Contact details

Website
Visit provider website
Main address
Family Building Society, Ebbisham House, 30 Church Street, Epsom, Surrey KT17 4NL
Social media

Reviews for Family Building Society

Showing 11 of 2052 company reviews • Last reviewed within 7 days

Family Building Society - Always a good experience.

Savings • 3rd July 2026

Contacted FBS in telephone. Spoke to a very courteous, calm, efficient & knowledgable gentleman. I have been a savings customer of FBS for a number... Contacted FBS in telephone. Spoke to a very courteous, calm, efficient & knowledgable gentleman. I have been a savings customer of FBS for a number of years. Even though I was contacting them to withdraw funds to deposit with a competitor, they were genuine in their sentiment when they said that they hoped I would be back with them again soon. This is typical of their great people. Read more Read less

{"display":"Alex","full_name":"Alex","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews

Don't return emails or phone calls, very constantly...

Mortgages • 3rd July 2026

Don't return emails or phone calls, very constantly ringing for updates and getting nothing back.

{"display":"Gareth Fereday","full_name":"Gareth Fereday","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Terrible • 1.00/5
Read more product reviews
  • 5.00/5

    My second year with the Family BS.

    My second year with the Family BS. Once again great interest rate and excellent customer service from a very helpful customer rep called Saniya.

    {"display":"Mark H","full_name":"Mark H","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1173765.png"}}'s avatar
    Savings
    Mark H 3rd July 2026
  • 5.00/5

    My experience so far has been excellent ,however, no...

    My experience so far has been excellent ,however, not completed yet. Thus will reserve comment until complete.

    {"display":"Chris J","full_name":"Chris J","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Chris J 3rd July 2026
  • 5.00/5

    I was introduced to the Family BS by the Which magaz...

    I was introduced to the Family BS by the Which magazine brokers. I was retired but circumstances meant I couldn’t buy a property outright. They... I was introduced to the Family BS by the Which magazine brokers. I was retired but circumstances meant I couldn’t buy a property outright. They had a competitive mortgage product that perfectly matched my needs and since then I have made several changes which were dealt with speedily and professionally. Read more Read less

    {"display":"Dave P","full_name":"Dave P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Dave P 2nd July 2026
  • 4.00/5

    Excelent, but I tried to continue interest only arra...

    Excelent, but I tried to continue interest only arrangements and this was not allowed )I never did find out why)

    {"display":"Tim B","full_name":"Tim B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Tim B 2nd July 2026
  • 5.00/5

    Lisa was clear, concise and with a good sense of hum...

    Lisa was clear, concise and with a good sense of humour. I accomplished everything I wanted to achieve with my account after consulting with her. Excellent.

    {"display":"Jonathan B","full_name":"Jonathan B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Jonathan B 2nd July 2026
  • 5.00/5

    Thank you Becky..!!

    My reason for positive feedback relates to the excellent friendly & professional service provided to my wife and me by your agent Becky.

    {"display":"Mike","full_name":"Mike","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mike 2nd July 2026
  • 1.00/5

    I would rate Family Building Society 10/10 but the S...

    I would rate Family Building Society 10/10 but the Smart survey 0.5/10 N/a to under 65s but I'm 64.5 and preplan is important

    {"display":"Philip Sheil","full_name":"Philip Sheil","avatar":{"url":"\/assets\/uploads\/avatars\/users\/787969.png"}}'s avatar
    Savings
    Philip Sheil 1st July 2026
  • 1.00/5

    waste of time .

    waste of time ...... SMART survey is RUBBISH

    {"display":"yes","full_name":"yes","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    yes 1st July 2026
  • 5.00/5

    Good customer service.

    I have always found that the society provides first rate customer service.

    {"display":"Roger T","full_name":"Roger T","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Roger T 1st July 2026

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