Paid advertisement
Smart Money People Logo
Newsletter
Go to business site

Voting in the Insurance choice awards 2026 is open - Vote here

Share this page
Link copied

Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.64/5

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 2,137 product reviews

Average score of 4.64/5
5 star
83%
4 star
9%
3 star
3%
2 star
1%
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. (49 mentions)
  • Savings with Family Building Society offer competitive rates and easy online management. (8 mentions)
  • Mortgage advice from Family Building Society is clear and professional with helpful guidance. (7 mentions)
Summarised by AI
Was this helpful?

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 2137 company reviews • Last reviewed within 7 days

Exemplary telephone help line.

Savings • 28th September 2026

We needed to make several phone calls to the Family Service Team recently. The service was exemplary. The phone was answered promptly (with the option... We needed to make several phone calls to the Family Service Team recently. The service was exemplary. The phone was answered promptly (with the option of a call back if requested). Our questions were dealt with to our entire satisfaction and we were given a welcome nudge in the direction of an account offering an improved interest rate. Read more Read less

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

Brilliant help getting me logged onto Online Service...

Mortgages • 28th September 2026

Brilliant help getting me logged onto Online Service - patient and explained each step thanks

{"display":"Frances B","full_name":"Frances B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews
  • 1.00/5

    Overly negative and technical on completion document...

    Overly negative and technical on completion documentation. We sent the information in digital form from a very reputable legal outfit (Shoosmiths) only to be told... Overly negative and technical on completion documentation. We sent the information in digital form from a very reputable legal outfit (Shoosmiths) only to be told this was not good enough. They are a recognised entity and signed by a partner. Very poor form for you. Read more Read less

    {"display":"RjB","full_name":"RjB","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    RjB 24th September 2026
  • 5.00/5

    resetting online services

    I had bombed myself out of online services and Sonia was very patient helping me to get set up again

    {"display":"Mildred","full_name":"Mildred","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mildred 23rd September 2026
  • 5.00/5

    Excellent customer service.

    Excellent customer service. Recent telephone call with Simon Harrison was a perfect example of how staff go above and beyond to help customers

    {"display":"Peter ","full_name":"Peter ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Peter 22nd September 2026
  • 5.00/5

    knowledgeable and informative..

    Very knowledgeable and informative staff.

    {"display":"George B","full_name":"George B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    George B 21st September 2026
  • 3.00/5

    Telephone service not as good as it used to be..

    I telephoned because the reference quoted on a payment to fbs was for a closed a/c, and to ask if it could be credited to... I telephoned because the reference quoted on a payment to fbs was for a closed a/c, and to ask if it could be credited to the account that I had open with them. I was told it could not be, and would be sent back to my bank. Two days later I have not received the payment back, but have a message on my fbs a/c to say that it will be. The lady I spoke to started to look up my a/c details but the phone line was poor and we were cut off. She did ring me back but despite answering the last question she had asked she had to go through the i/d process again. By this time I was out of time, because it had taken so long for my original call to be answered. Service use to be really good, but trying to get a telephone call answered takes a long time now. Read more Read less

    {"display":"Marples","full_name":"Marples","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Marples 17th September 2026
  • 5.00/5

    Fab explanation and advice from Aimee.

    Fab explanation and advice from Aimee. Professional and efficient.

    {"display":"Asif ","full_name":"Asif ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Asif 16th September 2026
  • 5.00/5

    My account was locked and the person was very helpful

    My account was locked and the person was very patient and took me through the process. I didn't have to wait for a long time... My account was locked and the person was very patient and took me through the process. I didn't have to wait for a long time and it was great dealing with a person. Read more Read less

    {"display":"Dr K","full_name":"Dr K","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Dr K 16th September 2026
  • 5.00/5

    I've spoken to 3 people over 2 days, having had prob...

    I've spoken to 3 people over 2 days, having had problems setting up and paying into account, ended up with 3 accts.!! This has now... I've spoken to 3 people over 2 days, having had problems setting up and paying into account, ended up with 3 accts.!! This has now been resolved for me, and smply awaiting verification code. Read more Read less

    {"display":"Valerie P","full_name":"Valerie P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Valerie P 15th September 2026
  • 5.00/5

    Tracy was great today, friendly, patient and profess...

    Tracy was great today, friendly, patient and professional, helped my wife and I , and I’m back online. Thank you

    {"display":"Mr Jones ","full_name":"Mr Jones ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mr Jones 14th September 2026

    Products from Family Building Society

    Showing all products offered by Family Building Society

    We are Smart Money People

    Join 2 million active users who make better financial decisions with the power of reviews.

    Create an account

    Protecting trust by verifying companies and reviewers

    The only site that specialises in financial services

    Providing everyday people with a voice