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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 1,951 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 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

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 1951 company reviews • Last reviewed within 7 days

Telephone assistance from Louise was excellent.

Mortgages • 22nd April 2026

Telephone assistance from Louise was excellent. She quickly understood the issue I had called about and gave me the information I needed. She was pleasant and efficient.

{"display":"J R","full_name":"J R","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
J R
Rated Excellent • 5/5
Read more product reviews
Reply from Family Building Society
Thank you for taking the time to leave us this review. It's great to hear of your positive experience with Louise!
23rd April 2026
Family Building Society

Lovely agents-great service

Mortgages • 22nd April 2026

I always get great service from the agents. They are knowledgeable, friendly and clearly invested in give a good customer experience. I have been looked... I always get great service from the agents. They are knowledgeable, friendly and clearly invested in give a good customer experience. I have been looked after on a couple of occasions by Serena who I find most personable and reassuring. Read more Read less

{"display":"Barry S","full_name":"Barry S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
Read more product reviews
Reply from Family Building Society
Thank you for leaving us this review, it's great to hear of your positive feedback, specifically with Serena!
23rd April 2026
Family Building Society
  • 5/5

    Would Recommend.

    Phoebe was very friendly and efficient.

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

    Top tier rates and friendly service

    FBS has some grate savings products with very competitive rates and if you need to track your interest for self-assessment they mail you a handy... FBS has some grate savings products with very competitive rates and if you need to track your interest for self-assessment they mail you a handy annual statement of interest earned on all your savings products, Read more Read less

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

    The handling of a maturity situation.

    The handling of a maturity situation about a new issue on the day was excellent and timely. A team success!

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

    I love that you can talk to a customer service...

    I love that you can talk to a customer service agent

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

    Holly was brilliant, full of knowledge and guidance.

    Holly was brilliant, full of knowledge and guidance. She went above and beyond with my enquiries, which we fully sorted.

    {"display":"David B","full_name":"David B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    David B 16th April 2026
  • 4/5

    Opening a Fixed Term ISA

    I wanted to transfer an existing easy access ISA to a new Fixed Term ISA using the online function, but because I opened a new... I wanted to transfer an existing easy access ISA to a new Fixed Term ISA using the online function, but because I opened a new ISA for the current year I had to go into branch to complete the process. Read more Read less

    {"display":"Mike","full_name":"Mike","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mike 16th April 2026
  • 4/5

    Online access problem

    Phoebe was friendly, understanding and helpful to enable me to retrieve my online access

    {"display":"David ","full_name":"David ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    David 15th April 2026
  • 5/5

    friendly and helpful service

    Lisa was really friendly and helpful while remaining professional at all times. She knew her stuff and helped me out without being condescending as you... Lisa was really friendly and helpful while remaining professional at all times. She knew her stuff and helped me out without being condescending as you often get with big financial organisations. A great experience. Thank you. Read more Read less

    {"display":"Sarah I","full_name":"Sarah I","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Sarah I 15th April 2026
  • 5/5

    Customer service

    Great customer service. Polite and efficient new what to do.

    {"display":"Egidio G","full_name":"Egidio G","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Egidio G 15th April 2026

    Products from Family Building Society

    Showing all products offered by Family Building Society

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