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Family Building Society: Savings reviews

Name: Savings
Rating: 4.48 (865 reviews)

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4.56

Based on 865 reviews, last reviewed 19th Jun 2025

341% increase in 5 star reviews

in the past 90 days

300% increase in 1 star reviews

in the past 90 days

75%

12%

Latest highest rating:

5

Good interest rate and polite customer service and e... Good interest rate and polite customer service and easy o line process to open an account Reviewed on: 19th 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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Family Building Society Savings reviews (865)

IT "update" was a complete disaster

The IT "update" was a complete disaster. I have not been able to log on for a week and still cannot. I have been told 3 times the problem has been fixed, it has not. I was an IT director for a major bank, if this happened on my watch I would have been sacked. I presume this will not happen here, bunch of amateurs Reviewed on: 22nd May 2025

Unblocking account

I understand that there is a long delay ,waiting to get through on the phone, 20 mins- as you are so busy- and I did appreciate the option to have a call back to avoid waiting on the phone . I didn’t take up this option - hence the longish wait .Once through - the service I received was professional, helpful and friendly - and the problem of unblocking my account - my own fault ,was quickly resolved . A special thanks to Gillian Collard - excellent customer service. Reviewed on: 22nd May 2025

I had a technical issue with transferring to the new...

I had a technical issue with transferring to the new website. It took a while to find out what the problem was, but Donnika was very patient and located the problem very professionally and provided excellent customer support. Reviewed on: 21st May 2025

Very helpful customer services from Gus

Very helpful customer services from Gus Reviewed on: 21st May 2025

Let down by poor website, login and on-line banking

Good: Occasional good rates for savings. Poor: website - esp.. the redesign. White on turquoise was always poor - low contrast. Too much text is grey on white - also lacking contrast. New online-banking seems to be designed entirely for use on narrow screens. Too much empty white space around. Account info in panels - when each account in its own line would be easier to compare. Statements are in reverse date order. How can we compare that to a paper statement or spreadsheet in normal date order ? When re-sizing the browser window, statement items stretch or compress unhelpfully. Fixed Rate Account details do not mention the maturity date. Are any Customers asked about web-design ? (Never rely on a web-designer - more interested in looks than usability.) Lastly, Login for online-banking needs improvement. 1. Warning of phone call. 2. Sooner delivery of 6-digit code (12 seconds is too long). 3. Slower speaking of Passcode. 4. Repeat Passcode. And as I compose this, I have just had a second text to voice call from an Unknown Number - which turns out to be a Passcode - but with no clue as to who it is from - and hours after I've finished On-line banking. Reviewed on: 21st May 2025

Reply from Family Building Society Thank you for your feedback regarding the new online system. We’re sorry to hear that the updated design hasn’t met your expectations and that it has caused you inconvenience. We understand how important it is for our online system to be both accessible and easy to use. Your feedback has been passed on to the relevant team to support ongoing improvements to the new system. While the new platform was developed to enhance security and compatibility across various devices, we are continually reviewing the system to identify areas for improvement with the verification process and to ensure the experience is as smooth and secure as possible. We appreciate your patience if there is anything further, we can assist you with please don’t hesitate to let us know. Kind regards Family Building Society Response date: 30th May 2025

Young lady 'tothe rescue.'

Being bamboozled by modern IT technology I was unable to enrol for the online service. I telephoned the Helpline and was extremely lucky that my call was answered by a young lady named Ellissa Agodi. She was very knowledgeable and guided me through the whole convoluted process. She was patient and demonstrated a sound knowledge of her work. To that young lady I say a heartfelt 'Thank You.' Denis Wheeler. Reviewed on: 21st May 2025

The patience of a Saint.

I required assistance with online savings. Ms. Lisa Adams assisted me with the latest FBS product knowledge, and assisted me online to open a bond and cash ISA. Reviewed on: 21st May 2025

Quick clear and simple to understand

Quick clear and simple to understand Reviewed on: 21st May 2025

Polite and Knowledgeable response to my telephone en...

Polite and Knowledgeable response to my telephone enquiry. The products provide are appropriate for my requirements Reviewed on: 21st May 2025

Polite and helpful service

Ellissa was extremely polite and helpful, and I had great pleasure in talking to her. We had a few laughs along the way too, which always helps! A real credit to FBS. Reviewed on: 21st May 2025

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