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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.65/5

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 1,994 product reviews

Average score of 4.65/5
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  • Family Building Society’s reliance on postal verification and paper processes feels outdated.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 1994 company reviews • Last reviewed within 7 days

Great help when locked out of my account

Savings • 13th May 2026

I was locked out of my account and called to get it unlocked. The person who helped me was patient and kind and stayed on... I was locked out of my account and called to get it unlocked. The person who helped me was patient and kind and stayed on the line until I was able to get back in. Read more Read less

{"display":"Helen M","full_name":"Helen M","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
Read more product reviews
Reply from Family Building Society
Thanks for your review. We're glad to hear you were happy with our service!
13th May 2026
Family Building Society

Great service

Savings • 12th May 2026

Have been with the family building society for many years and have always received great service

{"display":"Simon ","full_name":"Simon ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
Read more product reviews
Reply from Family Building Society
Thanks for your positive feedback regarding our service!
13th May 2026
Family Building Society
  • 4/5

    Family Building Society provides a valuable service...

    Family Building Society provides a valuable service to older home owners who seem to have been abandoned by the High Street banks, not discriminating by... Family Building Society provides a valuable service to older home owners who seem to have been abandoned by the High Street banks, not discriminating by age, and providing a range of mortgage products for different circumstances. Read more Read less

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

    Excellent customer service

    Phoned re query about RIO mortgage - didn’t have personal financial details to hand. Staff member patiently took me through the project and my details... Phoned re query about RIO mortgage - didn’t have personal financial details to hand. Staff member patiently took me through the project and my details . Answered all my queries even though I wasn’t fully prepared ! Great customer service Read more Read less

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

    Louise was extremely knowledgeable, helpful and frie...

    Louise was extremely knowledgeable, helpful and friendly and she answered all our questions precisely.

    {"display":"Chris Stokes","full_name":"Chris Stokes","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1577286.png"}}'s avatar
  • 2/5

    Website is hard work to navigate and still no way of...

    Website is hard work to navigate and still no way of making ad-hoc mortgage payments via the site

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

    Great Staff

    Staff are always helpful and have time for ther customers .

    {"display":"Michael S ","full_name":"Michael S ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Michael S 12th May 2026
  • 5/5

    No problems to open account.

    No problems to open account. All went smoothly and consequently very satisfied with the on line transaction.

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

    I look for savings accounts with decent interest rat...

    I look for savings accounts with decent interest rates, Family B/S has usually been competitive. What I would like to see are competitive fixed rate... I look for savings accounts with decent interest rates, Family B/S has usually been competitive. What I would like to see are competitive fixed rate ISA’s with monthly pay away options to provide monthly income. This is a facility many older customers would take up to avoid unnecessary taxation on their savings Read more Read less

    {"display":"Tony D","full_name":"Tony D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Tony D 11th May 2026
  • 5/5

    Lisa was very friendly and helpful

    Lisa was very friendly and helpful

    {"display":"robert g","full_name":"robert g","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    robert g 11th May 2026
  • 5/5

    No problems and good smooth operation

    No problems and good smooth operation

    {"display":" ss","full_name":" ss","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    ss 11th May 2026

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