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Family Building Society: Savings reviews

Name: Savings
Rating: 4.54 (1246 reviews)

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4.54

Based on 1,246 reviews, last reviewed 2nd Mar 2026

27% decrease in 5 star reviews

in the past 90 days

600% increase in 1 star reviews

in the past 90 days

77%

11%

Latest highest rating:

5

Great customer service Very efficient and friendly service Reviewed on: 2nd March 2026

Latest lowest rating:

1

This is the worst online bank I have ever used. This is the worst online bank I have ever used. In almost a year, I have only been able to log in successfully once. Next time I go in I need to rereg... Read more Reviewed on: 23rd February 2026

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About this product

The Family Building Society savings reviews can help you to find out more about life at the Family Building Society. How easy is it to contact the Family Building Society? And how friendly are they? Our Family Building Society savings reviews can help you to find out information like this. Smart Money People is an independent source of honest reviews.

Family Building Society Savings reviews (1246)

Review of the Family Building Society, Savings:

Service at Epsom office

Good front office service from Alexis Osborne Reviewed on: 2nd May 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your experience with us! Response date: 2nd May 2025

Just setting up an account.

Just setting up an account. Seems straight forward and fair rates Reviewed on: 27th September 2025

Reply from Family Building Society Thanks for your review. We're glad to hear you were happy with our service! Response date: 17th October 2025

Slow and inefficient customer service!

My husband and I both tried to open an ISA. Mine was fine as I had been with FBS before so only needed to provide bank account and address verification. My husband needed verified ID so we went to our Licenced conveyancer and paid for certified ID. He was then told by FBS to submit again, which he did. He was then told after another 3 day wait, that our conveyancer was not an authorised person. He is a solicitor by any other name and a commissioner of Oaths - who could be better! My husband is now going elsewhere to invest. I also noticed that although I sent evidence of my address in the form of my bank statement, the paperwork was still sent to my old address which luckily is next door. Very poor customer service. I will not use them again Reviewed on: 27th September 2025

Reply from Family Building Society Regarding your husband’s ID verification, our compliance team must follow strict regulatory requirements about which professionals are authorised to certify documents. We appreciate that your conveyancer is a qualified solicitor and Commissioner for Oaths, and we regret that our communication around this matter was not clearer from the outset. We will review our processes to ensure our guidance on certified ID is more transparent in future. We’re also sorry for the error in sending correspondence to your old address despite receiving your updated details. This is not the level of accuracy or service we aim to provide, and we’re investigating how this occurred to prevent it happening again. Response date: 17th October 2025

a lady called lisa very kind and patient

a lady called lisa very kind and patient Reviewed on: 26th September 2025

Reply from Family Building Society Thank you for taking the time to leave us this your review. It's great to hear of your positive experience with Lisa! Response date: 17th October 2025

Nicole was brilliant.

Nicole was brilliant, helping me out with a problem I couldn't solve and giving me helpful advice on website use. Reviewed on: 26th September 2025

Reply from Family Building Society Thanks for your review. We're glad to hear you were happy with our service! Response date: 29th October 2025

Logging-in problems.

My problem with logging in was dealt with promptly, patiently and efficiently. An acceptable wait for an answer. Reviewed on: 26th September 2025

Reply from Family Building Society Thanks for your review. We're glad to hear you were happy with our service! Response date: 23rd October 2025

It's like an old-fashioned 'museum of money'

I have had an inward ISA transfer rejected because Family Building Society can only receive payments by cheque, and not electronically. In 2025 it seems extraordinary that a financial institution can't accept electronic payments. Reviewed on: 25th September 2025

Reply from Family Building Society Dear Mark, Thank you for taking the time to share your feedback, we are continuously working on improving our systems and procedures. Kind regards, Family Building Society Response date: 15th October 2025

FBS-induced login problems..

After years of problem fee login, the May 25 change to online login procedures was very problematic - unclear instructions and unclear actions required and all efforts leading repeatedly to "account blocked - call this number" . That number proved to be a matter of infinite waiting - despite messages of "you are first in the queue" and finally in frustration I wrote to the FBS to complain. That finally resulted in a call from Lisa Adams, who was helpful, patient, friendly and positive, solving the problem and restoring my faith in the FBS. Thanks, Lisa! Reviewed on: 25th September 2025

Reply from Family Building Society Thank you for your feedback regarding our service. Your feedback has been passed on to the relevant team to support ongoing improvements to our services. If there's anything else you need further assistance with, please don't hesitate to let us know. Kind regards Family Building Society Response date: 23rd October 2025

hopefully no problems in the future

unable to log in to the online service ,the problem arose when needing a "one time" number to ensure security .with a time delay to my mobile the number was in valid and when i opted to have the number sent to my landline the number was dictated at such a speed i was unable to take note of it .having to contact the office for help rendered the account far from on line !!! thankfully Lisa was able to help me today ,she rang me for which i was most grateful ,since reaching them by phone was proving impossible . Reviewed on: 24th September 2025

Reply from Family Building Society Thank you for leaving us this review, it's great to hear of your positive feedback, specifically with Lisa! Response date: 23rd October 2025

Excellent service and my problem was solved promptly...

Excellent service and my problem was solved promptly by a phone back which explained everything I had to do while still on the call and so my problem was solved instantly Reviewed on: 23rd September 2025

Reply from Family Building Society Thanks for your review. We're glad to hear you were happy with our service! Response date: 23rd October 2025

Excellent customer service

Great customer service - friendly, efficient Reviewed on: 23rd September 2025

Reply from Family Building Society Thanks for your positive feedback regarding our service! Response date: 23rd October 2025

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