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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.64/5

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 2,143 product reviews

Average score of 4.64/5
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. (49 mentions)
  • Savings with Family Building Society offer competitive rates and easy online management. (8 mentions)
  • Mortgage advice from Family Building Society is clear and professional with helpful guidance. (7 mentions)
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 2143 company reviews • Last reviewed within 7 days

Telephone support is excellent

Savings • 6th October 2026

Had to ring because I was locked out. Quick response. Very helpful staff; talked me through the steps and waited patiently whilst I completed each one.

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

Thank you Gill

Savings • 5th October 2026

Very good service from Gill she was very understanding of me trying to get on to my account this lady deserves a medal for her... Very good service from Gill she was very understanding of me trying to get on to my account this lady deserves a medal for her patienceThink yourselves lucky Family building Society Gill was superb.Joy Rayner Read more Read less

{"display":"Joy Rayner ","full_name":"Joy Rayner ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews
  • 1.00/5

    False information provided by staff

    False information provided by staff

    {"display":"ELS","full_name":"ELS","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    ELS 1st October 2026
  • 5.00/5

    Eric Dodd was clear and concise , and yet empathetic...

    Eric Dodd was clear and concise , and yet empathetic with a gentle sens of humour. An exellent explanation of what was on offer .A... Eric Dodd was clear and concise , and yet empathetic with a gentle sens of humour. An exellent explanation of what was on offer .A credit to your organisation.as an ex teacher I would give him 10/10 Read more Read less

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

    Excellent service from Messiah

    Messiah spent a long time helping me update my login. Very grateful to him for his patience and professionalism. Highly recommend.

    {"display":"David ","full_name":"David ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    David 30th September 2026
  • 5.00/5

    Very professional and patient questioning from Eric...

    Very professional and patient questioning from Eric on the pre application process. He explained the process very clearly throughout.

    {"display":"Andrew C","full_name":"Andrew C","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Andrew C 29th September 2026
  • 5.00/5

    Exemplary telephone help line.

    We needed to make several phone calls to the Family Service Team recently. The service was exemplary. The phone was answered promptly (with the option... We needed to make several phone calls to the Family Service Team recently. The service was exemplary. The phone was answered promptly (with the option of a call back if requested). Our questions were dealt with to our entire satisfaction and we were given a welcome nudge in the direction of an account offering an improved interest rate. Read more Read less

    {"display":"M S","full_name":"M S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    M S 28th September 2026
  • 5.00/5

    Brilliant help getting me logged onto Online Service...

    Brilliant help getting me logged onto Online Service - patient and explained each step thanks

    {"display":"Frances B","full_name":"Frances B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Frances B 28th September 2026
  • 1.00/5

    Overly negative and technical on completion document...

    Overly negative and technical on completion documentation. We sent the information in digital form from a very reputable legal outfit (Shoosmiths) only to be told... Overly negative and technical on completion documentation. We sent the information in digital form from a very reputable legal outfit (Shoosmiths) only to be told this was not good enough. They are a recognised entity and signed by a partner. Very poor form for you. Read more Read less

    {"display":"RjB","full_name":"RjB","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    RjB 24th September 2026
  • 5.00/5

    resetting online services

    I had bombed myself out of online services and Sonia was very patient helping me to get set up again

    {"display":"Mildred","full_name":"Mildred","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mildred 23rd September 2026
  • 5.00/5

    Excellent customer service.

    Excellent customer service. Recent telephone call with Simon Harrison was a perfect example of how staff go above and beyond to help customers

    {"display":"Peter ","full_name":"Peter ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Peter 22nd September 2026

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