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Family Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.89 (615 reviews)

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4.91

Based on 615 reviews, last reviewed 23rd Jan 2026

49% decrease in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

92%

Latest highest rating:

5

Well Done Family Building Society Louise Taylor was really helpful discussing through a possible mortgage solution for my son his wife. She was thorough and really understanding. We ha... Read more Reviewed on: 23rd January 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 (615)

Review of the Family Building Society, Mortgages:

Excellent Briefing Rescues Client

With my mortgage product coming to its end in March, i selected another product in January but then failed to provide written confirmation. On phoning FBS today, I discovered my selection was no longer available. But, the FBS agent I spoke with (Serena) led me by the hand through options available, I made my selection, and the show was back on the road. She was enormously helpful and her briefing crystal clear. Well done and thank you. Major Nick Reviewed on: 5th March 2025

Reply from Family Building Society Thank you for taking the time to leave us this review, it's great to hear your positive feedback! Response date: 11th April 2025

Michelle has been ever so helpful with her assistanc...

Michelle has been ever so helpful with her assistance, she has provided quick responses with accurate and concise information. Reviewed on: 28th February 2024

Reply from Family Building Society Thank you for leaving us this review, it's great to hear your positive feedback! Response date: 28th February 2024

Your staff are always very polite and helpful.

Your staff are always very polite and helpful. Even though I phoned about midday, the ait was very short. Reviewed on: 27th February 2024

Reply from Family Building Society Thank you for leaving us this review, we're so pleased to hear you find us polite and helpful! Response date: 28th February 2024

Superb customer service

Spoke to Luke Green regarding two matters relating to our current mortgage and impact for the future. He was knowledgeable, extremely polite and very helpful. He promised to call or write back on one matter, and he did so within an hour . He is a credit to your organisation. Reviewed on: 21st February 2024

Reply from Family Building Society Thank you for taking the time to leave us this review, it's great to hear you found our customer service was superb! Response date: 28th February 2024

I have had the pleasure of speaking to the team on t...

I have had the pleasure of speaking to the team on two occasions over the past two weeks. I do have a slight hearing problem for which I apologised and asked their understanding. On both occasions I was treated as an individual with kindness, respect and understanding by Rosie and the agent today ( I am sorry I didn’t quite catch her name). They were knowledgeable and most professional throughout. Thank you so much. Reviewed on: 21st February 2024

Reply from Family Building Society Thank you for taking the time to leave us this review, we're so pleased to hear that you were happy with our service! Response date: 28th February 2024

Mortgage redemption

Very clear concise information given in connection with the options available to settle or part redeem my mortgage. Reviewed on: 20th February 2024

Reply from Family Building Society Thank you for leaving us this review, it's great to hear you found us very clear and concise! Response date: 28th February 2024

Congratulations over your telephone answering service

Unlike nearly every other financial organisation I use The Family does not keep me waiting for approx 30 mins or more on the telephone, while I wait twiddling my thumbs, for any contact whatsoever. Keep it up "Family", as it is a reminder to everyone of what good service used to be like. Reviewed on: 20th February 2024

Reply from Family Building Society Thank you for taking the time to leave us this review, it's great to hear that you're happy with the speed of our telephone wait times! Response date: 28th February 2024

FBS simply the best customer service

I contacted FBS to advise them I was thinking of Equity Release. Louise took the call & without being overbearing she offered up other products that she thought might be beneficial to me. Her professionalism & knowledge was excellent & enabled me to find a product that fulfilled my requirements. Louise proceeded to talk me through the process fully explaining all aspects. A completely positive experience from a top professional. Reviewed on: 15th February 2024

Reply from Family Building Society Thank you for taking the time to leave us this review, it's great to hear that Louise provided you with excellent customer service! Response date: 22nd February 2024

The call was to establish how much our new mortgage...

The call was to establish how much our new mortgage might be Reviewed on: 13th February 2024

Reply from Family Building Society Thank you for leaving us this review, we're pleased to hear you rated us highly! Response date: 22nd February 2024

Great customer service

We’ve been with the Family Building Society for over 3 years. We have a fixed rate mortgage which we’re very happy with. Reviewed on: 13th February 2024

Reply from Family Building Society Thank you for leaving us this review, we're pleased to hear you found our customer service was great! Response date: 22nd February 2024

Louise handled my query very well

Louise handled my query concerning a mortgage switch very efficiently and with good humour. Reviewed on: 7th February 2024

Reply from Family Building Society Thank you for leaving us this review, we're pleased to hear you found Louise handled your query very well! Response date: 22nd February 2024

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