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Family Building Society: Savings reviews

Name: Savings
Rating: 4.48 (862 reviews)

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4.55

Based on 862 reviews, last reviewed 18th Jun 2025

320% increase in 5 star reviews

in the past 90 days

300% increase in 1 star reviews

in the past 90 days

74%

13%

Latest highest rating:

5

Inspired my confidence in the products and services Telephone enquiry was answered quickly, the associate that handled my call was very helpful, polite and knew her stuff, so I was confident and satisfi... Read more Reviewed on: 18th June 2025

Latest lowest rating:

1

Convoluted re-0registering to new online portal. Convoluted re-0registering to new online portal. Confusing, tedious and not easy or quick. Reviewed on: 17th June 2025

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About this product

Family Building Society Savings reviews (862)

Review of the Family Building Society, Savings:

Information for tax form

Louise was very helpful and gave me all the information needed, just wish FBS would not keep changing account numbers every time you roll an account on, it would be so much easier! Reviewed on: 13th October 2023

Reply from Family Building Society Thank you for taking the time to leave us this review, we're pleased that you found us helpful and we take all feedback on board. Response date: 17th October 2023

Awful website to log in

First phone call 27/05/25 staff helpful but phone line terrible 3 second time delay between conversation, I am deaf and it was a very difficult call problem not resolved. Next phone call today again staff helpful managed to reset account then tried to log on with e mail and could not. Was also sent via e mail a new user name which again did not work. Will have to go into Epsom branch so I can access my account to close it down. I cannot cope with this hassle every time I try to log in and I’ve never had problems with Cambridge, Nationwide, Halifax, Coventry ,Santander accounts. Also your only base in Epsom can’t even be bothered to instil a Hearing Loop system which I think is discrimination Reviewed on: 28th May 2025

Reply from Family Building Society Thank you for your feedback and for letting us know of your hearing impairment. We’re sorry to hear about the experience you had. We care about the well-being of our customers, and we want to ensure that your experience with us is as positive as possible. I can confirm our branch is equipped with a hearing loop to assist customers when using our branch. Your feedback has been passed to the relevant department to help us continue to improve our customer service. Response date: 3rd June 2025

The personal touch comes to the rescue

I opened an ISA but couldn’t fund it. I got a message that my identity couldn’t be verified, which made no sense to me as I already had an account and had been through the ID verification for that when I opened it. I phoned to query what was going on. The wait to speak to someone was lengthy (I originally got through in minutes , but then was kept on hold for over 30 minutes waiting to speak to the correct team), which was the only downside of my experience. The woman who answered was very pleasant, and after some discussion she informed me that all new accounts required a linked account, and they had been unable to automatically verify the new account at a different bank that I had chosen as my linked account. She was able to rectify this by changing my linked account to the one I used for my other account. Sorted. Reviewed on: 28th May 2025

Issues setting up online Acc - But sorted-Thanks .

Had issues setting up an online Acc. But, staff were very helpful. Avoid phoning them towards 4:30pm (was 8th in the queue) as lines close at 4:30pm (the queue just hang up). But when you eventually get to speak to staff, they are exceptionally helpful and nothing was too much bother. More to the point, matters were sorted and I feel a happy customer. I have only been an account holder for a few days. Hopefully things will continue in a postive way. Reviewed on: 28th May 2025

Poor communication

The Family Building Society changed it's login process without informing me It meant me going through the process of re-registering and receiving access code through the post. This delayed my ability to withdraw funds and the process was cumbersome. It was disappointing this was not communicated to me advance. It came as a surprise when I tried to login Reviewed on: 28th May 2025

I requested a call back and the assistant was very h...

I requested a call back and the assistant was very helpful and knowledgeable. My query was sorted out very quickly. Reviewed on: 28th May 2025

Excellent building society.

I visited the branch today and as always had great service. On this occasion i was helped by Alexis Osborne. I have had an account with this society for very many years- probably more than 30- and it’s by far the best building society I’ve ever used in every way but particularly in respect of the branch staff who are always knowledgeable and very helpful. We are lucky to have this society in Epsom. Reviewed on: 27th May 2025

Received an email advising I'd been sent a message s...

Received an email advising I'd been sent a message so should log into my a/c as I'm trying to set up a new joint savings a/c with my husband. I entered the appropriate letters from my memorable word but the system didn't a/c and said my a/c had been locked so I should phone. I was 10th caller in the queue. Held on for over 30 mins then finally selected the option to receive a call back around 16:10 on 27/05. At 16:45 tried phoning again as I'd still not received a call back only to get recorded message the office was now closed!!!!!!!!!!!!!!!! Therefore customer service 0/10 !!!!!!!!!!!!! Reviewed on: 27th May 2025

Reply from Family Building Society Dear Karen Thank you for your feedback. I’m sorry that your call wasn’t answered as quickly as it normally would have been. We are currently very busy and we are experiencing much higher volumes of calls than usual due to our new online service. Call back requests that are requested successfully whilst in our queue are designed to hold your place in the queue and an agent will call you back once they become available. I have provided feedback to the relevant department regarding not receiving a call back. So we can help you further please send an email with your details on to [email protected] and we will be able to call you back. Thank you Family Building Society Response date: 29th May 2025

No hassle

It was easy to open my account. They have provided regular information without me being bombarded with emails. I have found it easy to contact them and the call back system is efficient. Reviewed on: 27th May 2025

Telephone customer service

14 minute wait for my call this morning but my request was dealt with very efficiently and courteously Reviewed on: 27th May 2025

Living in the past

Much too reliant on paper and snail mail. Need to join the 21st century and provide the ability to transfer Cash ISAs electronically, provide documents and newsletters digitally in pdf format. Reviewed on: 25th May 2025

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