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Family Building Society: Mortgages reviews

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4.91

Based on 627 reviews, last reviewed 12th Feb 2026

37% decrease in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

93%

5%

1%

0%

1%

Latest highest rating:

5

on a call with Serena , on a call with Serena , she was knowledgable , helpful , friendly and prompt with her replies and emails . I got everything i needed from the call Reviewed on: 12th February 2026

Latest lowest rating:

1

Gillian Collard was very very helpful thank you. Gillian Collard was very very helpful thank you. very patient Reviewed on: 6th June 2025

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About this product

Family Building Society mortgages are available with fixed or variable interest rates.

Family Building Society use tailored credit checks rather than credit scoring to assess affordability and have specialist mortgages for first time buyers. There’s a range of mortgages for landlords and self-employed too.

Family Building Society mortgage reviews help you find out what it’s really like to be a customer. If you’ve used Family Building Society before, you can also leave a review and share your experience.

Family Building Society Mortgages reviews (627)

Review of the Family Building Society, Mortgages:

Exellent customer service

5

Exellent customer service - I had some pretty dumb questions about my offset mortgage account, but your fantastic customer service representative, Gillian Collard, was patient, highly professional and explained everything perfectly. Absolutely faultless! Reviewed on: 30th April 2025

Reply from Family Building Society Thank you for taking the time to leave us this review, we're pleased to hear your positive experience with us! Response date: 1st May 2025

Lisa was most helpful and our questions were well an...

5

Lisa was most helpful and our questions were well answered in details Reviewed on: 24th January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

Mortgage questions

5

Telephone call today to ask information about my mortgage rate and remaining term. Katherine was very helpful and answered all my queries. Reviewed on: 24th January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

I telephoned this morning spoke to a call handler ca...

5

I telephoned this morning spoke to a call handler called Catherine she was polite and extremely helpful and dealt with my query efficiently Reviewed on: 24th January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

Dissapointed

1

Here’s a reworded version of your feedback: **"The experience with Family was disappointing. There was a significant delay in reviewing the documents, which added unnecessary frustration to the process. The case was initially referred to them for consideration before the valuation was booked, so it was surprising to receive a decline without prior discussion. It would have been far more constructive to have a conversation about why the case didn’t meet their lending appetite, rather than simply receiving an email with the decision."** Reviewed on: 23rd January 2025

Reply from Family Building Society Dear Daren, Thank you for your feedback. We apologise for any inconvenience caused by a delay in responding. To discuss this further please call us on 03330 140146 or request a call back via: familybuildingsociety.co.uk/contact-us/request-a-callback Kind regards, Family Building Society Response date: 5th February 2025

The young lady was very professional put my mind at...

5

The young lady was very professional put my mind at rest as I hadn’t received any communication back from them and also said she would send me a new letter and email which she did, very knowledgeable young lady Reviewed on: 22nd January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

Quick and efficient service and quick response with...

5

Quick and efficient service and quick response with receipt of payment Reviewed on: 21st January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

Rian (Brasier) clearly explained my options regardin...

5

Rian (Brasier) clearly explained my options regarding my mortgage and its continuation when the current term ends in 2036. he followed it up in writing. Reviewed on: 20th January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

Kieran was very helpful and dealt with my query effe...

5

Kieran was very helpful and dealt with my query effectively Reviewed on: 15th January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

Patient and helpful

5

Erick was very patient and took time and trouble to help Reviewed on: 10th January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

Helpful Operator

5

Called FBS re changes to the BoE base rate and whether the last one in November 24 had been passed on. The operative I spoke to was very helpful, confirmed this is happening 20th Feb 25 and then spent time answering related questions for me. Reviewed on: 10th January 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive experience with us! Response date: 1st April 2025

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