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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.66/5

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 1,957 product reviews

Average score of 4.66/5
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
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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 1957 company reviews • Last reviewed within 7 days

Mortgage for seniors

Mortgages • 25th April 2026

Spoke to Erick about obtaining a mortgage, my husband is 80, already retired and this is one of the few lenders where age is not... Spoke to Erick about obtaining a mortgage, my husband is 80, already retired and this is one of the few lenders where age is not a barrier. Erick was extremely pleasant, helpful and knowledgeable, took all our details and came back to me a few hours later to say we had passed the initial affordability test. Now waiting for a call back from a mortgage advisor. Very impressed with the initial service. Erick is a fantastic ambassador for your organisation. Read more Read less

{"display":"Sharon D","full_name":"Sharon D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
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I needed to have my password reset.

Savings • 24th April 2026

I needed to have my password reset. Your customer service colleague was extremely pleasant, helpful and patient. She went the extra mile.

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

    Rita in customer service

    I phoned and spoke to Rita she was extremely helpful, polite, and friendly.She did exactly what I asked for her and was super efficient.

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

    Quick and helpful response to phone call

    Excellent response from Jaydon when I was having trouble with online access. Quickly identified the likely problem and took steps to sort it.

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

    Phoebe Hogg was very knowledgeable, helpful and pati...

    Phoebe Hogg was very knowledgeable, helpful and patient which was very much appreciated.

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

    Opening an ISA in branch

    I wanted to open an ISA account with them which attracts positive recommendations in the financial press. I decided to visit the branch. unfortunately my... I wanted to open an ISA account with them which attracts positive recommendations in the financial press. I decided to visit the branch. unfortunately my printed form of I.D. was not acceptable (my fault ) but I was advised to visit my bank branch (nearby to obtain a certified copy). The lady serving me was very helpful and knowledgeable. I left very satisfied with the service I received. It was also impressive that all three tills were open at the time. Read more Read less

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

    Telephone assistance from Louise was excellent.

    Telephone assistance from Louise was excellent. She quickly understood the issue I had called about and gave me the information I needed. She was pleasant and efficient.

    {"display":"J R","full_name":"J R","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    J R 22nd April 2026
  • 5/5

    Lovely agents-great service

    I always get great service from the agents. They are knowledgeable, friendly and clearly invested in give a good customer experience. I have been looked... I always get great service from the agents. They are knowledgeable, friendly and clearly invested in give a good customer experience. I have been looked after on a couple of occasions by Serena who I find most personable and reassuring. Read more Read less

    {"display":"Barry S","full_name":"Barry S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Barry S 22nd April 2026
  • 5/5

    Would Recommend.

    Phoebe was very friendly and efficient.

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

    Top tier rates and friendly service

    FBS has some grate savings products with very competitive rates and if you need to track your interest for self-assessment they mail you a handy... FBS has some grate savings products with very competitive rates and if you need to track your interest for self-assessment they mail you a handy annual statement of interest earned on all your savings products, Read more Read less

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

    The handling of a maturity situation.

    The handling of a maturity situation about a new issue on the day was excellent and timely. A team success!

    {"display":"Mike Rounsefell","full_name":"Mike Rounsefell","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mike Rounsefell 16th April 2026

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