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Family Building Society: Savings reviews

Name: Savings
Rating: 4.51 (1154 reviews)

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4.54

Based on 1,154 reviews, last reviewed 11th Nov 2025

44% decrease in 5 star reviews

in the past 90 days

85% decrease in 1 star reviews

in the past 90 days

76%

12%

Latest highest rating:

5

extremely helpful extremely helpful and charming lady - Ali Hopkins - answered all my queries and provided appropriate forms Reviewed on: 11th November 2025

Latest lowest rating:

1

Too busy ! Too busy to answer phone, too busy to answer emails, too busy to deal with enquiry, will try and get back to you in about 4 days ! Could not get detai... Read more Reviewed on: 10th October 2025

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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.

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Family Building Society Savings reviews (1154)

Locked out of my account

Carelessly locked myself out of my account. Phone call answered after 10 minutes with constant updates, which I thought reasonable. After asking the necessary security questions, the friendly and efficient young lady enabled my log-in and stayed on the phone whilst I accessed my account. A good experience, although I’ll try not to be careless in future! Reviewed on: 9th July 2025

Reply from Family Building Society Thanks for taking the time to leave a review. We are glad to hear we were able to assist with your query in a friendly and efficient manner. Response date: 10th July 2025

5 stars to Donnika

I spoke with Donnika on the phone today and she was very helpful and sorted out the issue I was having, would recommend her to anyone. Thank you! Reviewed on: 9th July 2025

Reply from Family Building Society Thank you for leaving us this review, we're pleased to hear you found Donnika most helpful! Response date: 10th July 2025

Took a few minutes to get connected but was dealt wi...

Took a few minutes to get connected but was dealt with politely and efficiently when I got through. Reviewed on: 9th July 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: 10th July 2025

Very poor online access and service

When my Bond matured i tried to access my account to find that i was locked out. I spent over an hour on the phone waiting and then going through a very tedious process with one of the advisors. Upshot they sent me a new verification code by post(!) which took over a week to arrive and in the meantime they have put my money into a FRB offering 0.5% less than i was first offered!. I've gone online again today with my new verification code and you guessed it it still doesn't work. Whilst i am writing this i have been waiting in a queue for 29 mins so far, no details of where i am sitting in the queue etc. Not had this poor service from any of the other online savings account that i hold. Update, just got account unlocked took 42 mins in total. The advisor was a bit of a cold fish. Reviewed on: 8th July 2025

Reply from Family Building Society Thank you for your feedback and were very sorry for the inconvenience you’ve experienced following our system update. We understand how frustrating this must have been and have passed your comments to the relevant team. Our phone lines have been particularly busy, and we're doing everything we can to assist our customers as quickly as possible. We sincerely apologize for any inconvenience this may have caused. We offer customers the option of a callback to help you avoid waiting in the queue for an extended period. We're pleased to hear that your account has now been resolved from a technical standpoint. If you need any further assistance, please don’t hesitate to reach out. Kind regards, Family Building Society Response date: 11th July 2025

Easy to navigate the website, view the products and...

Easy to navigate the website, view the products and fund a savings bond.The ability to choose monthly interest payments was a bonus. Reviewed on: 8th July 2025

Reply from Family Building Society Thank you very much for taking the time to leave us this review, it's great to hear of your positive experience with us! Response date: 9th July 2025

Customer service

Excellent telephone support from Nicole Reviewed on: 7th July 2025

Reply from Family Building Society Thank you for taking the time to leave us a review. It is so great to hear that you found Nicole's service excellent. Response date: 9th July 2025

Customer Service Assistance

Needed to call help desk and Ellissa A was an angel helping me through my enquiry , very patient courteous and helpfull. Reviewed on: 7th July 2025

Reply from Family Building Society Thank you for your review. It's great to hear of your positive experience with us! Response date: 9th July 2025

Locked account

Through a technical error I managed to lock myself out of my savings account though this was quickly and easily resolved by Catherine Croucher who guided me thorough unlocking my account. Overall the endeavour was simple with the systems which were in place. Reviewed on: 7th July 2025

Reply from Family Building Society Thanks for taking the time to leave a review. We are glad to hear Catherine was able to assist with your query in a polite and helpful manner! Response date: 9th July 2025

been locked out of my account for 2 days, kept waiti...

been locked out of my account for 2 days, kept waiting on the phone for ages nearly 30mins now and no answer. Very poor Reviewed on: 7th July 2025

Reply from Family Building Society Thank you for taking the time to give us your review We understand that our phone lines have been particularly busy, and we're doing everything we can to assist our customers as quickly as possible. We sincerely apologise for any inconvenience this may have caused. We do offer a call-back service which is especially useful for times when we are busy so that customers don’t have to wait on the line. This facility retains your place in the queue which means that your call-back request is automatically sent to an agent who will make a call out to you, and you don’t have to wait on the phone for your call to be answered. If there’s anything else we can assist you with, please do not hesitate to contact us back. Kind regards Family Building Society Response date: 7th July 2025

I had difficulties accessing my newly-opened account...

I had difficulties accessing my newly-opened account, spoke to Katherine Ambrose on a call-back and she could not have been more helpful, patient and clear to understand. Problem solved. Reviewed on: 7th July 2025

Reply from Family Building Society Thank you for taking the time to leave us this review, it's great to hear you found our service very efficient, and that Katherine was able to resolve your query in a helpful manner. Response date: 7th July 2025

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