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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.63/5

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 2,011 product reviews

Average score of 4.63/5
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  • Family Building Society’s reliance on postal verification and paper processes feels outdated.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 2011 company reviews • Last reviewed within 7 days

Professional and confident staff

Mortgages • 27th May 2026

Louise was very professional and polite throughout the call. She was confident in her approach and treated me with respect at all times. She was... Louise was very professional and polite throughout the call. She was confident in her approach and treated me with respect at all times. She was able to help with the questions I had and gathered information in a courteous and confidential manner. Louise clearly understood what I was asking and did not overwhelm me with additional irrelevant questions, which made the conversation supportive and easy to follow. She was aware of the financial guidelines and was able to articulate these in a clear manner. Read more Read less

{"display":"Navinder ","full_name":"Navinder ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews

Locked account sorted.

Savings • 27th May 2026

Locked account sorted. Guidance given on getting back into it and colleague stayed on the line to ensure I did

{"display":"Darrell W","full_name":"Darrell W","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews
  • 5.00/5

    Had an excellent phone call with customer service.

    Had an excellent phone call with customer service. He was friendly, patient and sorted out my issue with warmth and humour. It was the best... Had an excellent phone call with customer service. He was friendly, patient and sorted out my issue with warmth and humour. It was the best customer service interaction I have had with any company in the last 2 years. Read more Read less

    {"display":"A W","full_name":"A W","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    A W 27th May 2026
  • 5.00/5

    Great Service.

    Helpful, polite and professional service in assisting me to deal with matured funds and re-investment of same.

    {"display":"Peter ","full_name":"Peter ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Peter 26th May 2026
  • 1.00/5

    Issues accessing the on-line service

    Family Building society have changed their on-line system for the 3rd time. Each time requires me to re-register. The process this time is extremely poor.... Family Building society have changed their on-line system for the 3rd time. Each time requires me to re-register. The process this time is extremely poor. At this point I'm still unable to logon. Read more Read less

    {"display":"Frustrated Customer","full_name":"Frustrated Customer","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
  • 5.00/5

    Called late Friday afternoon on a bank holiday weeke...

    Called late Friday afternoon on a bank holiday weekend and got straight through to an adviser. Very helpful, very please with the service.

    {"display":"Steve R","full_name":"Steve R","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Steve R 22nd May 2026
  • 4.00/5

    Encountered issues accessing a new account.

    Encountered issues accessing a new account. Holly (?) was extremely polite and helpful and resolved the issue quickly.

    {"display":"Real Ale Male","full_name":"Real Ale Male","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Real Ale Male 22nd May 2026
  • 5.00/5

    Excellent customer service.

    Excellent customer service. Lisa was very accommodating and friendly. My request was acted promptly and she went out of her way to contact me. It... Excellent customer service. Lisa was very accommodating and friendly. My request was acted promptly and she went out of her way to contact me. It is reassuring to know that customer service is flexible and stress-free. Read more Read less

    {"display":"Rebecca G","full_name":"Rebecca G","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Rebecca G 21st May 2026
  • 5.00/5

    My wife and I have been trying to deposit some extra...

    My wife and I have been trying to deposit some extra money into our online saver,but were having trouble in logging in. We called the... My wife and I have been trying to deposit some extra money into our online saver,but were having trouble in logging in. We called the helpline and received a callback from Lisa Adam’s who quickly and efficiently established our identities and then talked us through it with patience and understanding. She was a delight to deal with as she also understood my hearing difficulties, making a note to this effect on our account details in order that any future calls will be dealt with in a similar manner. We are very pleased to have invested our money with FBS and will strongly recommend them whenever possible. Thank you very much for your time,Lisa. Regards, Michael O’Connor. Read more Read less

    {"display":"Michael O","full_name":"Michael O","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Michael O 20th May 2026
  • 5.00/5

    Very helpful and friendly adviser.

    Very helpful and friendly adviser. Sorted the problem very quickly and efficiently, thank you!

    {"display":"Katy M","full_name":"Katy M","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Katy M 20th May 2026
  • 2.00/5

    tried to register for on line services - problems/ c...

    tried to register for on line services - problems/ complications with verification, authentication, who knows? did I do it right?

    {"display":"rig","full_name":"rig","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    rig 20th May 2026

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