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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 1,960 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 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 1960 company reviews • Last reviewed within 7 days

Aimee was polite and very helpful.

Mortgages • 28th April 2026

Aimee was polite and very helpful. She had good product knowledge

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s m
Rated Excellent • 5/5
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Mutuality and its practice within our building society

Savings • 27th April 2026

Mutuality and its practice within our building society I have been a Member of our building society for many years and have found it to... Mutuality and its practice within our building society I have been a Member of our building society for many years and have found it to be exemplary both in the savings products it offers and in the knowledge and helpfulness of its staff. It is therefore with a measure of reluctance that In find myself having to write to you on a matter I find troubling. I am sure that you will agree with me that at the core of building society philosophy lies the principle of mutuality, that the organisation exists for the benefit of its Members, and that each Member should be treated equally. While the individual financial circumstances of Members might mean that some are unable to save in some products offered eg the minimum of £10,000 required to save in a Windfall Bond, such products nevertheless contribute to the overall strength and resilience of our Building Society by attracting new Members as well as savings from existing ones. However, of a quite different nature is the discrimination against Members because of restricting the method of applying for a product, a practice which is sadly spreading but which, as far as I am aware, our Society has hitherto commendably resisted. The case in point is your introduction of a One Year Bond paying an attractive 4.65% but with the caveat that it can only be applied for online. Other building societies offer on line products but usually with the option of paying the same rate for postal and in-branch applications. While I can see that there is an argument that can be made that such products save manpower and hence can pay a higher rate, surely that argument is trumped by the principle of mutuality, of fairness among all Members. I go further. It seems to me that the decision to offer such a product is perverse in that Members who would benefit the most from a higher rate - the less well off who may not have access to on line - are denied it. Similarly the elderly or those less trustful of dealing with their financial affairs electronically (you will be aware of the many data breaches over the last few years) are also disadvantaged. In conclusion, I am not a Luddite and I am quite aware of the advantages that stem from technology. But please do not leave behind those less willing or able to embrace it: let our Society serve all its Members equally, Read more Read less

{"display":"David Henry","full_name":"David Henry","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1548638.png"}}'s avatar
Rated Terrible • 1/5
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Reply from Family Building Society
Thank you for taking the time to share your concerns about the opening channels available for some of our newer products. I’m sorry to hear of your disappointment. The 1 Year Fixed Rate Bond (Issue 68) was launched as a fundraising account and, as such, its availability was at the discretion of the Society and it could be withdrawn at short notice. To enable us to manage openings efficiently and to help ensure the product could be offered and administered effectively within the timescales required, applications were accepted online only. We recognise that not all members are able to access, or feel comfortable using, online services. At the same time the bond was on sale, we also had fixed rate products available to open through multiple channels, so members could choose the option that best suited their circumstances. Treating customers fairly is always a priority for us. Where a member has particular needs or circumstances, we can consider reasonable adjustments and provide support on an individual basis. This may include, where appropriate, helping a customer to open an online account via a paper application. We have also recently launched products that are exclusive to existing customers and available via paper application and in branch. This shows we continue to support members who prefer to manage their accounts through more traditional channels, as well as those who use online banking.
28th April 2026
Family Building Society
  • 5/5

    I was having trouble accessing my accounts online

    I was having trouble accessing my accounts online and spoke to Phoebe in customer support who was extremely helpful and patient as I lost internet... I was having trouble accessing my accounts online and spoke to Phoebe in customer support who was extremely helpful and patient as I lost internet access and the phone line during my call. Read more Read less

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

    Mortgage for seniors

    Spoke to Erick about obtaining a mortgage, my husband is 80, already retired and this is one of the few lenders where age is not... Spoke to Erick about obtaining a mortgage, my husband is 80, already retired and this is one of the few lenders where age is not a barrier. Erick was extremely pleasant, helpful and knowledgeable, took all our details and came back to me a few hours later to say we had passed the initial affordability test. Now waiting for a call back from a mortgage advisor. Very impressed with the initial service. Erick is a fantastic ambassador for your organisation. Read more Read less

    {"display":"Sharon D","full_name":"Sharon D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Sharon D 25th April 2026
  • 5/5

    I needed to have my password reset.

    I needed to have my password reset. Your customer service colleague was extremely pleasant, helpful and patient. She went the extra mile.

    {"display":"Pauline Wood","full_name":"Pauline Wood","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Pauline Wood 24th April 2026
  • 5/5

    Rita in customer service

    I phoned and spoke to Rita she was extremely helpful, polite, and friendly.She did exactly what I asked for her and was super efficient.

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

    Quick and helpful response to phone call

    Excellent response from Jaydon when I was having trouble with online access. Quickly identified the likely problem and took steps to sort it.

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

    Phoebe Hogg was very knowledgeable, helpful and pati...

    Phoebe Hogg was very knowledgeable, helpful and patient which was very much appreciated.

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

    Opening an ISA in branch

    I wanted to open an ISA account with them which attracts positive recommendations in the financial press. I decided to visit the branch. unfortunately my... I wanted to open an ISA account with them which attracts positive recommendations in the financial press. I decided to visit the branch. unfortunately my printed form of I.D. was not acceptable (my fault ) but I was advised to visit my bank branch (nearby to obtain a certified copy). The lady serving me was very helpful and knowledgeable. I left very satisfied with the service I received. It was also impressive that all three tills were open at the time. Read more Read less

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

    Telephone assistance from Louise was excellent.

    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
    Mortgages
    J R 22nd April 2026
  • 5/5

    Lovely agents-great service

    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
    Mortgages
    Barry S 22nd April 2026

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