Smart Money People Logo
Go to business site

Voting in the British bank awards 2026 is open - Vote here

Share this page
Link copied

Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.67/5

Family Building Society reviews

Verified businesses always have up to date contact details and can respond to reviews.

Verified business Last reviewed within 7 days

What is this?

These badges highlight financial providers that are consistently rated top by customers. It’s a clear sign you’re dealing with a trusted, highly-rated company. Find out more about how these badges work.

Customer Satisfaction Champion

What is this?

These badges highlight financial providers that are consistently rated top by customers. It’s a clear sign you’re dealing with a trusted, highly-rated company. Find out more about how these badges work.

Consumer Guardian
See more on their website Write a review

Review summary

People rate this company as Excellent based on 1,870 product reviews

Average score of 4.67/5
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 really shines with its friendly, patient, and knowledgeable staff who make mortgages and savings straightforward and personal. Their mortgage advisers explain options clearly and support older borrowers well. However, the online banking system and website cause frustration with complicated logins, slow responses, and limited electronic services. Phone wait times can be long but service is excellent once connected.

Positive themes

  • Family Building Society staff are friendly, patient and genuinely helpful on phone and in branch.
  • Mortgage advisers at Family Building Society explain options clearly and guide you through the process.
  • Family Building Society offers competitive savings rates with easy online account setup.

Negative themes

  • The online banking system is confusing and difficult to use with frequent login issues.
  • Long phone wait times frustrate but service is good once you get through.
  • Family Building Society cannot accept electronic ISA transfers or payments by bank transfer.
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

Reviews for Family Building Society

Showing 11 of 1870 company reviews • Last reviewed within 7 days

Had to wait a while for my phone call to be answered...

Savings • 18th February 2026

Had to wait a while for my phone call to be answered but the person I spoke to was very helpful

{"display":"Ali P","full_name":"Ali P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Good • 4/5
Read more product reviews

When ringing staff are excellent, so friendly and he...

Mortgages • 18th February 2026

When ringing staff are excellent, so friendly and helpful and actually listen. A delight to deal with. Thank you.

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

    Excellent Customer Service.

    Spoke with Tracy who was exceptionally good in solving my quarry with the account as well as system, she guided us through the system with... Spoke with Tracy who was exceptionally good in solving my quarry with the account as well as system, she guided us through the system with ease so thank you Tracy for your help Read more Read less

    {"display":"Praful Chandarana","full_name":"Praful Chandarana","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Praful Chandarana 17th February 2026
  • 4/5

    Help desk calls

    Requested call back from the help line and the calls were returned within 10 mins each time Help desk staff were friendly, intelligible (big plus)... Requested call back from the help line and the calls were returned within 10 mins each time Help desk staff were friendly, intelligible (big plus) and provided comprehensive and relevant information regarding my queries. The issues were resolved without trouble. Read more Read less

    {"display":"Brian G","full_name":"Brian G","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Brian G 17th February 2026
  • 5/5

    Excellent services ce and explained everythin...

    Customer advisor was patient and explained everything that I needed to know

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

    Hi - After an application for ISA went missing in th...

    Hi - After an application for ISA went missing in the post I set up one on line but the wrong type.I am glad to... Hi - After an application for ISA went missing in the post I set up one on line but the wrong type.I am glad to have contacted Messiah who spotted the error and my correct ISA application is in the post today. Read more Read less

    {"display":"Rod D","full_name":"Rod D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Rod D 16th February 2026
  • 1/5

    FBS have made it extremely difficult to set up a jis...

    FBS have made it extremely difficult to set up a jisa for my son - I now only know it has been set up because... FBS have made it extremely difficult to set up a jisa for my son - I now only know it has been set up because I phoned to enquire. Money has been paid in to test before the full 11k is transferred and I cannot find out if the trial amount has arrived !It's like the stone age! Read more Read less

    {"display":"David M","full_name":"David M","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    David M 14th February 2026
  • 5/5

    on a call with Serena ,

    on a call with Serena , she was knowledgable , helpful , friendly and prompt with her replies and emails . I got everything i needed from the call

    {"display":"Tony Howard","full_name":"Tony Howard","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Tony Howard 12th February 2026
  • 5/5

    Happy Customer

    First class service excellent website and experience. Can't fault any point.

    {"display":"Max B","full_name":"Max B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Max B 10th February 2026
  • 5/5

    Patient, informative and friendly.

    Guy Williams was patient, informative and very helpful. He made us feel relaxed and respected in what can be an awkward and intimidating process. We... Guy Williams was patient, informative and very helpful. He made us feel relaxed and respected in what can be an awkward and intimidating process. We were looking to increase our mortgage and we’re not looking forward to making contact as like any field in which you are not an expert but need detailed advice you can be made to feel stupid or underprepared. Guy was the opposite, he was straight forward hugely personable and helped us navigate the process easily. Thanks Guy. Read more Read less

    {"display":"Arwen H","full_name":"Arwen H","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Arwen H 10th February 2026
  • 5/5

    Changes to account.(Elissa)

    After a very short wait my query was courteously and efficiently dealt with by Elissa. I cannot fault her knowledge, patience and kindness.

    {"display":"Susan M","full_name":"Susan M","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Susan M 10th February 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