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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.63/5

Family Building Society reviews

Verified business Last reviewed within 7 days Customer Satisfaction Champion Consumer Guardian
See more on their website Write a review
  • Award winning organisation
    Award winning organisation
  • Positioned as being a socially responsible organisation
    Positioned as being a socially responsible organisation
  • Has branches you can visit in-person
    Has branches you can visit in-person
  • Manage your account or policy via an app or website
    Manage your account or policy via an app or website

Review summary

People rate this company as Excellent based on 2,023 product reviews

Average score of 4.63/5
5 star
82%
4 star
9%
3 star
3%
2 star
2%
1 star
4%
Reviews for Family Building Society have trended negatively over the past 90 days

Family Building Society shines with friendly, patient, and knowledgeable staff who make savings and mortgage queries feel straightforward and personal. Their savings products offer competitive rates and easy online access, though some find the new login system frustrating. Phone wait times can be long, and the online system and communication about changes sometimes cause headaches.

Positive themes

  • Family Building Society’s staff are consistently friendly, patient, and helpful on savings and mortgage calls.
  • Savings with Family Building Society offer competitive rates and easy online management.
  • Mortgage advice from Family Building Society is clear and professional with helpful guidance.

Negative themes

  • Long phone wait times frustrate many trying to reach Family Building Society support.
  • The new online login system at Family Building Society causes confusion and access issues.
  • Family Building Society’s reliance on postal verification and paper processes feels outdated.
Summarised by AI
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About Family Building Society

Family Building Society is a trading name of National Counties Building Society which has been looking after people's money and helping homebuyers since 1896.

From its headquarters in Epsom, Surrey, Family Building Society helps over 47,000 customers throughout England and Wales. Being a mutual means it’s owned by and run for the benefit of members. With no shareholders, all profits are put back into the Society.

Family Building Society offer a range of products across mortgages and savings.

Family Building Society at a glance

Contact details

Website
Visit provider website
Main address
Family Building Society, Ebbisham House, 30 Church Street, Epsom, Surrey KT17 4NL
Social media

Reviews for Family Building Society

Showing 11 of 2023 company reviews • Last reviewed within 7 days

Great customer service Phoebe.

Savings • 12th June 2026

i contacted customer services and spoke to Phoebe Hogg, regarding new ISA account numbers and how to set up online banking.Phoebe was extremely helpful, with... i contacted customer services and spoke to Phoebe Hogg, regarding new ISA account numbers and how to set up online banking.Phoebe was extremely helpful, with clear and precise answers and instructions. She was very cheerful and personable, with a ready wit. All my enquiries were concluded to my satisfaction and it was a joy to speak with her on the phone. Well done FBS for employing and training such great staff Read more Read less

{"display":"Lo B","full_name":"Lo B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews

Holly from FBS was briiliant in sorting me instructi...

Savings • 12th June 2026

Holly from FBS was briiliant in sorting me instructions out and knowledgeable about the products we discussed

{"display":"nigel c","full_name":"nigel c","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews
  • 5.00/5

    Louise was friendly and knowledgeable.

    Louise was friendly and knowledgeable. We quickly found the correct mortgage for my needs. Always got back to me promptly.

    {"display":"Ben P","full_name":"Ben P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Ben P 10th June 2026
  • 5.00/5

    An excellent savings provider

    An excellent savings provider with very good savings rates, excellent communications and excellent customer service. I have just opened my second account.

    {"display":"John P","full_name":"John P","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1649322.png"}}'s avatar
    Savings
    John P 10th June 2026
  • 5.00/5

    Very helpful and knowledgeable on the phone and an e...

    Very helpful and knowledgeable on the phone and an excellent customer to invest with

    {"display":"Martin Ryder","full_name":"Martin Ryder","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1648902.png"}}'s avatar
    Savings
    Martin Ryder 10th June 2026
  • 5.00/5

    Initially, I spoke to Guy Williams.

    Initially, I spoke to Guy Williams. He was very polite, professional and well experienced.

    {"display":"Mary D","full_name":"Mary D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Mary D 8th June 2026
  • 4.00/5

    I couldn't login from a saved login link.

    I couldn't login from a saved login link. The adviser who helped me was very efficient and friendly. She gets 5 stars. Disappointed I had the problem in the first place.

    {"display":"Rod A","full_name":"Rod A","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Rod A 8th June 2026
  • 5.00/5

    Clear and informative help i can now proceed with my...

    Clear and informative help i can now proceed with my payments

    {"display":"John P","full_name":"John P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    John P 4th June 2026
  • 5.00/5

    Very helpful and friendly staff.

    Very helpful and friendly staff. Competitive saving rates.

    {"display":"Peter D","full_name":"Peter D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Peter D 29th May 2026
  • 5.00/5

    Outstanding and patient service.

    Outstanding and patient service. Very understanding and extremely reassuring. This is nothing less than I have always received from FBS. I have no hesitation in recommending FBS

    {"display":"Andrew D","full_name":"Andrew D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Andrew D 29th May 2026
  • 5.00/5

    Helping me to log on online

    Messia Black was very helpful in helping me to log on online.

    {"display":"Andrew J","full_name":"Andrew J","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Andrew J 28th May 2026

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