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Family Building Society: Savings reviews

Name: Savings
Rating: 4.51 (1216 reviews)

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4.55

Based on 1,216 reviews, last reviewed 23rd Jan 2026

56% decrease in 5 star reviews

in the past 90 days

50% decrease in 1 star reviews

in the past 90 days

76%

12%

Latest highest rating:

5

Excellent customer service The phone was answered quickly and the adviser could not have been more helpful. She was clear and friendly. Reviewed on: 23rd January 2026

Latest lowest rating:

1

Poor Login Experience Logging into my account is a nightmare. Excessive and pretty poor security features Reviewed on: 20th January 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 (1216)

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

Excellent customer service

The phone was answered quickly and the adviser could not have been more helpful. She was clear and friendly. Reviewed on: 23rd January 2026

Customer helpline excellent

I needed to call customer service to reset my account. The person on the call was very helpful and guided me through all the steps, waiting for email codes to arrive and getting my account up and running. Reviewed on: 23rd January 2026

Innovative products to appeal to a selection of savers.

Innovative products to appeal to a selection of savers. Competitive rates with options including a prize draw on one account. Reviewed on: 22nd January 2026

Their interest rates are very good.

Their interest rates are very good. Money is accessible and safe Reviewed on: 22nd January 2026

Super-efficient help line

My call was dealt with efficiently. I was not even put on hold. Nicole checked the issue was resolved and confirmed there were no outstanding issues or queries. I could not expect any better resolution which is why I have scored Family BS's help line top marks.. Thank you! Reviewed on: 21st January 2026

Reply from Family Building Society Thank you for taking the time to leave us this review. It's great to hear of your positive experience with Nicole! Response date: 22nd January 2026

Out of the country when my Bond matures.

I have a fixed term bond which will mature whilst I’m out of the country, so needed to know options available. Lisa Adams answered my call promptly and immediately understood my predicament. She was polite, professional, spoke clearly and obviously understood her subject matter - how refreshing. I decided on my best option which Lisa actioned immediately. Reviewed on: 20th January 2026

Reply from Family Building Society Thank you for taking the time to leave us this review. It's great to hear of your positive experience with Lisa! Response date: 21st January 2026

great customer service

Got a great savings rate and when I needed a statement the customer service was excellent and I received in a matter of minutes. Reviewed on: 20th January 2026

Reply from Family Building Society Thanks for your review. We're glad to hear you were happy with our service! Response date: 20th January 2026

Poor Login Experience

Logging into my account is a nightmare. Excessive and pretty poor security features Reviewed on: 20th January 2026

Reply from Family Building Society Thank you for your feedback, I am sorry to hear you are dissatisfied with the new online service system. We would like to reassure you that as a Society we are committed to continuously reviewing our online platform. Our goal is to enhance usability, and accessibility for our members whilst keeping your money safe. Any changes made to our online system are made with careful consideration of customer feedback, ensuring that we continuously improving the overall user experience. If you have any queries or require assistance with gaining access to your online account, please contact our Service team on 03330 140 144 who will be happy to assist you. Response date: 21st January 2026

JUST APPALLING CUSTOMER SERVICE

The Family Building Society are without doubt the WORST building society I have the misfortune to deal with.Second major compliant in under a year.JUST EXCUSE AFTER EXCUSE. 35 Minutes today speaking to various people, CUT OFF after 10 minutes. BAD VERY CAREFUL INVESTING HERE Reviewed on: 16th January 2026

Reply from Family Building Society I am sorry to hear you are dissatisfied with your experience, we are currently investigating your complaint and will be in contact shortly. We want to assure you that we are actively working hard to assist all our customers as quickly and efficiently as possible during busy periods. I understand your frustration and we will review our processes to ensure the telephone service we provide is always a positive one. Response date: 21st January 2026

Antiquated login system

Tried to login today but there is a different system now that prevented me from doing so. I phoned FBS who said I had to wait 5 days for a verification code. I queried why I had not been informed about this to be told we emailed you ( not true as I keep all your emails) and also it came in a newsletter, again I keep all the correspondence and I haven’t received this letter. Very disappointed with this new system which is preventing me access to my account, what an antiquated system. Reviewed on: 15th January 2026

Reply from Family Building Society Thank you for your feedback, I understand your concerns regarding your online access. The decision not to proactively notify customers of the online service upgrade launch date was a business decision, taken to reduce the risk of too a high volume of customer calls and simultaneous re-registrations. Information about the re-registration process has been available on our website within the Savings Online Service FAQs since 12 May 2025, enabling customers to complete the process as and when access to their funds was required. Customers were provided with just over six months to migrate to the new system. Due to system capabilities, any customer attempting to access their account after this date are required to re-register as an existing customer. For security purposes, verification codes for existing customers are issued by post. In line with our standard procedure, if a verification code is not received within five days of completing re-registration, customers are asked to contact us by telephone, so the code can be provided directly. In the meantime, we are happy to action any requests or transactions on your account via phone or secure message where we want to ensure all customer have uninterrupted access to their funds. Response date: 21st January 2026

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