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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 2,059 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.

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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 2059 company reviews • Last reviewed within 7 days

Reviewed

Mortgages • 10th July 2026

very good from the New Business Representative, although a disappointing time waiting for the phone to be answered.

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

Great service

Mortgages • 10th July 2026

We’ve had two calls over the past two weeks about a mortgage. On both occasions the advisors have been really helpful. It makes a real... We’ve had two calls over the past two weeks about a mortgage. On both occasions the advisors have been really helpful. It makes a real change to deal with people who are knowledgeable and enthusiastic. Read more Read less

{"display":"andrew t","full_name":"andrew t","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews
  • 5.00/5

    Fabulous customer service from Phoebe

    The assistant I spoke to Phoebe was very helpful and knowledgeable. She talked me through what I needed to do to open a new account... The assistant I spoke to Phoebe was very helpful and knowledgeable. She talked me through what I needed to do to open a new account and then transferred everything over for me. Very happy customer Read more Read less

    {"display":"Melanie T","full_name":"Melanie T","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Melanie T 10th July 2026
  • 5.00/5

    Very help-full good interest rates

    Very help-full good interest rates

    {"display":"Les","full_name":"Les","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Les 9th July 2026
  • 4.00/5

    Needs work on telephone system

    Your telephone system is antiquated, very poor response and the on hold music repeats every 10 seconds. Really poor. The person who took my call... Your telephone system is antiquated, very poor response and the on hold music repeats every 10 seconds. Really poor. The person who took my call eventually was very good and very professional Read more Read less

    {"display":"Goldstone","full_name":"Goldstone","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Goldstone 9th July 2026
  • 5.00/5

    Incredible Customer Service

    Spoke with Serena this morning. She was incredibly helpful and has a great telephone manner. She's a credit to FBS

    {"display":"SR","full_name":"SR","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    SR 8th July 2026
  • 5.00/5

    Professional service

    Helpful and responsive staff. Clear explanation of products and services. Prompt action

    {"display":"Paul","full_name":"Paul","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Paul 7th July 2026
  • 5.00/5

    Family Building Society - Always a good experience.

    Contacted FBS in telephone. Spoke to a very courteous, calm, efficient & knowledgable gentleman. I have been a savings customer of FBS for a number... Contacted FBS in telephone. Spoke to a very courteous, calm, efficient & knowledgable gentleman. I have been a savings customer of FBS for a number of years. Even though I was contacting them to withdraw funds to deposit with a competitor, they were genuine in their sentiment when they said that they hoped I would be back with them again soon. This is typical of their great people. Read more Read less

    {"display":"Alex","full_name":"Alex","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Alex 3rd July 2026
  • 1.00/5

    Don't return emails or phone calls, very constantly...

    Don't return emails or phone calls, very constantly ringing for updates and getting nothing back.

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

    My second year with the Family BS.

    My second year with the Family BS. Once again great interest rate and excellent customer service from a very helpful customer rep called Saniya.

    {"display":"Mark H","full_name":"Mark H","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1173765.png"}}'s avatar
    Savings
    Mark H 3rd July 2026
  • 5.00/5

    My experience so far has been excellent ,however, no...

    My experience so far has been excellent ,however, not completed yet. Thus will reserve comment until complete.

    {"display":"Chris J","full_name":"Chris J","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Chris J 3rd July 2026

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