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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.67/5

Family Building Society reviews

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Verified business Last reviewed within 7 days

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Customer Satisfaction Champion

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These badges highlight financial providers that are consistently rated top by customers. It’s a clear sign you’re dealing with a trusted, highly-rated company. Find out more about how these badges work.

Consumer Guardian
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Review summary

People rate this company as Excellent based on 1,862 product reviews

Average score of 4.67/5
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
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Reviews for Family Building Society

Showing 11 of 1862 company reviews • Last reviewed within 7 days

Happy Customer

Savings • 10th February 2026

First class service excellent website and experience. Can't fault any point.

{"display":"Max B","full_name":"Max B","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
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Reply from Family Building Society
Thanks for your review. We're glad to hear you were happy with our service!
11th February 2026
Family Building Society

Patient, informative and friendly.

Mortgages • 10th February 2026

Guy Williams was patient, informative and very helpful. He made us feel relaxed and respected in what can be an awkward and intimidating process. We... Guy Williams was patient, informative and very helpful. He made us feel relaxed and respected in what can be an awkward and intimidating process. We were looking to increase our mortgage and we’re not looking forward to making contact as like any field in which you are not an expert but need detailed advice you can be made to feel stupid or underprepared. Guy was the opposite, he was straight forward hugely personable and helped us navigate the process easily. Thanks Guy. Read more Read less

{"display":"Arwen H","full_name":"Arwen H","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5/5
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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 Guy!
11th February 2026
Family Building Society
  • 5/5

    Changes to account.(Elissa)

    After a very short wait my query was courteously and efficiently dealt with by Elissa. I cannot fault her knowledge, patience and kindness.

    {"display":"Susan M","full_name":"Susan M","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Susan M 10th February 2026
  • 5/5

    Had problems Friday with initial opening account a...

    Had problems Friday with initially opening account and that was solved via phone call again had problems today 10/02 with activation both the gentleman Friday... Had problems Friday with initially opening account and that was solved via phone call again had problems today 10/02 with activation both the gentleman Friday and lady today were extremely helpful and patient a credit to your company Read more Read less

    {"display":"David a","full_name":"David a","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    David a 10th February 2026
  • 5/5

    My problem solved professionally

    Spoke to Jill who answered the phone very quickly. Dealt with my query very professionally and solved my issue to my satisfaction

    {"display":"Brian H","full_name":"Brian H","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Brian H 10th February 2026
  • 3/5

    Online account re-registration

    The system managed to lock me out of my accounts but when I called today and was put through to Stephanie she was very patiently... The system managed to lock me out of my accounts but when I called today and was put through to Stephanie she was very patiently able to sort me out. She could not have been more helpful. Read more Read less

    {"display":"Ros w","full_name":"Ros w","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Ros w 10th February 2026
  • 5/5

    I spoke to Gill this morning.

    I spoke to Gill this morning. She was concise, polite and most helpful.

    {"display":"Janet Hulme","full_name":"Janet Hulme","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Janet Hulme 10th February 2026
  • 5/5

    lisa was excellent sorted my problem quickly and pol...

    lisa was excellent sorted my problem quickly and politely

    {"display":"DAVID RUDGE","full_name":"DAVID RUDGE","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1349154.png"}}'s avatar
    Mortgages
    DAVID RUDGE 10th February 2026
  • 5/5

    Excellent product- very easy to contact company by v...

    Excellent product- very easy to contact company by variety of methods

    {"display":"sandra w","full_name":"sandra w","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    sandra w 10th February 2026
  • 5/5

    Very helpful person who helped me unlock my account.

    Very helpful person who helped me unlock my account. Clear and concise advice and stayed on the line to ensure all went smoothly.

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

    Very helpful!

    Louise was extremely helpful and very clear and professional in the advice she gave.

    {"display":"Jeremy Agnew","full_name":"Jeremy Agnew","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Jeremy Agnew 9th February 2026

    Products from Family Building Society

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