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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.67/5

Family Building Society reviews

Verified business Last reviewed within 7 days Customer Satisfaction Champion Consumer Guardian
See more on their website Write a review

Review summary

People rate this company as Excellent based on 1,912 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 positively 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

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Reviews for Family Building Society

Showing 11 of 1912 company reviews • Last reviewed within 7 days

Rosie very helpful advisor

Mortgages • 23rd March 2026

Rosie was very thorough with the information she gave us and very polite and professional

{"display":"Deborah D","full_name":"Deborah D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
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Great Customer Services Team

Savings • 22nd March 2026

Holly at the Customer Services Team was very helpful.

{"display":"Sarah","full_name":"Sarah","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
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  • 5/5

    customer service as it should BE

    polite , friendly ,helpful ,understanding and knowledgeable. no pressure to complete any task.

    {"display":"apprecitative customer","full_name":"apprecitative customer","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
  • 5/5

    Excellent Service

    Very polite, answered all questions, very knowledgeable.

    {"display":"David B","full_name":"David B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    David B 20th March 2026
  • 5/5

    ISA Deposit

    I made a deposit into my ISA but the money did not appear in my account. I telephoned FBS to enquire as to it's whereabouts.... I made a deposit into my ISA but the money did not appear in my account. I telephoned FBS to enquire as to it's whereabouts. It took just over 5 minutes to get through, but once I did, my problem was resolved very quickly and in a very lovely manner. Turns out I had miscalculated the amount I was able to pay in and I had exceeded the limit, so my money was safe, but being returned to me. Although it was my mistake, Lisa remained polite and courteous, and I felt like nothing was too much trouble for her. Thank you. Read more Read less

    {"display":"Neil","full_name":"Neil","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Neil 19th March 2026
  • 5/5

    Roger was very helpful and patient as i got entirely...

    Roger was very helpful and patient as i got entirely confused about the log in procedure and helped me access my accounts

    {"display":"Deena J","full_name":"Deena J","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Deena J 17th March 2026
  • 2/5

    I couldn't log in

    I couldn't log in as I hadn't logged since you changed the log in back in May and I don't recall receiving a letter. I... I couldn't log in as I hadn't logged since you changed the log in back in May and I don't recall receiving a letter. I emailed a month ago but didn't get a great reply so rang up again today at 1 o'clock ,as I needed to draw some money out and spoke to a lovely lady and finally after over half an hour with her perseverance and not giving up and wither suggestion logging in via my phone I managed to get in . She was excellent. A big thank You Read more Read less

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

    Excellent customer service.

    Excellent customer service. Tracy was very helpful and patience sorting my account login

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

    Messiah guided through application process and arran...

    Messiah guided through application process and arranged internet access. He was very helpful.

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

    On-line account lock out

    Having entered 3 consecutive incorrect log-in details, I was 'locked out' of my account, and to my delight, Tracy Rogers, Family Service Team, came to... Having entered 3 consecutive incorrect log-in details, I was 'locked out' of my account, and to my delight, Tracy Rogers, Family Service Team, came to my rescue and so wonderfully assisted me getting back on track !! % star service +. Given that financial fraud is now a part of every day life, it is reassuring that I can rely my Family Building Society to keep me safe !! Thank you once again Tracy - and all the best for the future. Read more Read less

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

    Always ensure our experience is good.

    always go out of their way to ensure our experience is good. Proactive and effective. Once things went a bit wrong, but was quickly corrected with updates at every step.

    {"display":"Dimitri S","full_name":"Dimitri S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Dimitri S 13th March 2026

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