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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 1,977 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 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  • Family Building Society’s reliance on postal verification and paper processes feels outdated.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 1977 company reviews • Last reviewed within 7 days

Only dealt with the initial call but we’re waiting t...

Mortgages • 7th May 2026

Only dealt with the initial call but we’re waiting to hear back off the mortgage advisor.

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

Very helpful and efficent Customer service

Mortgages • 7th May 2026

Very helpful and efficent Customer service

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

    Needed to contact HO to fix a login issue.

    Needed to contact HO to fix a login issue.

    {"display":"Steve","full_name":"Steve","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Steve 7th May 2026
  • 5/5

    Always fast, efficient and friendly.

    Always fast, efficient and friendly.

    {"display":"Jan Tofield","full_name":"Jan Tofield","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Jan Tofield 7th May 2026
  • 5/5

    Fantastic Customer Care

    This afternoon I spoke to a lovely advisor named Lisa. She was so helpful with a very stressful situation for myself, putting me at ease.... This afternoon I spoke to a lovely advisor named Lisa. She was so helpful with a very stressful situation for myself, putting me at ease. She had a lovely way about and was very calm and professional. This was my first communication with the building society and as a result it has instilled lots of confidence in my choice of investing money with the building society. Thank you Lisa Read more Read less

    {"display":"stevethomas00@hotmail.co.uk","full_name":"stevethomas00@hotmail.co.uk","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1560788.png"}}'s avatar
  • 1/5

    i withdrew money ond not received

    i withdrew money on a sunday b a

    {"display":"Darryn S","full_name":"Darryn S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Darryn S 4th May 2026
  • 5/5

    Louise was extremely helpful and provided a very cle...

    Louise was extremely helpful and provided a very clear summary of what our next move would be. She also did this in a very pleasant and friendly manner.

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

    Dealt with my log in problems swiftly

    Dealt with my log in problems swiftly

    {"display":"Graham H","full_name":"Graham H","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Graham H 1st May 2026
  • 5/5

    Excellent customer service.

    So good to be able to speak to a helpful and patient member of staff, and the call-back system was very welcome

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

    Lovely friendly service by Lisa.

    Lovely friendly service by Lisa. Very helpful and walked my through online services

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

    Lovely human interaction

    The lady I spoke to was extremely helpful and warm and friendly.

    {"display":"Rich Donovan","full_name":"Rich Donovan","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1555064.png"}}'s avatar

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