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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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Review summary

People rate this company as Excellent based on 1,848 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 1848 company reviews • Last reviewed within 7 days

Good standard

Savings • 4th February 2026

Quick response on phone, friendly , clear and helpful so very happy..

{"display":"no","full_name":"no","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
no
Rated Good • 4/5
Read more product reviews

I am finding it impossible to follow instructions af...

Savings • 4th February 2026

I am finding it impossible to follow instructions after re registration. They are just not clear or precise so find myself locked out of my... I am finding it impossible to follow instructions after re registration. They are just not clear or precise so find myself locked out of my account. It impossible to get through on the phone to explain the situation and nor can I email in any sort of precise way. Hopeless. Read more Read less

{"display":"Disgruntled ","full_name":"Disgruntled ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Terrible • 1/5
Read more product reviews
  • 5/5

    Family by name, friendly by service.

    Spoke to Lisa Adam’s today. I had missed a word off my application form which raised a query. Lisa was very helpful and lived up... Spoke to Lisa Adam’s today. I had missed a word off my application form which raised a query. Lisa was very helpful and lived up to the company ethos perfectly. Read more Read less

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

    Family Building Society Mortgage Information

    Louise was very helpful, and explained in detail all the options that are open to us. We look forward to speaking to Louise’s colleague on Friday between 10am-12noon.

    {"display":"J Wyde","full_name":"J Wyde","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    J Wyde 3rd February 2026
  • 5/5

    My initial telephone call for a mortgage

    My initial telephone call with your employee Alice Bennett was excellent - very knowledgeable, polite and helpful in every way to take my mortgage enquiry... My initial telephone call with your employee Alice Bennett was excellent - very knowledgeable, polite and helpful in every way to take my mortgage enquiry further. As an employer, I would be very pleased if all my staff dealt with our enquiries in the same manner Read more Read less

    {"display":"Pat","full_name":"Pat","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Pat 3rd February 2026
  • 5/5

    Family Building society are very good regularly info...

    Family Building society are very good regularly informing you of your interest earnt. Having not been able to log in online because of changes to... Family Building society are very good regularly informing you of your interest earnt. Having not been able to log in online because of changes to their system I rang and spoke to a very helpful lady who clearly explained what to do and stayed on the phone until I was able to log in. Read more Read less

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

    Serena was exceptional in helping me to renew my mor...

    Serena was exceptional in helping me to renew my mortgage. She went over and above from whatever anyone could expect. Including remembering me from a... Serena was exceptional in helping me to renew my mortgage. She went over and above from whatever anyone could expect. Including remembering me from a week before, and taking the trouble to walk to a different department to find out the answer to a question. Read more Read less

    {"display":"Richard P","full_name":"Richard P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Richard P 29th January 2026
  • 5/5

    Had a message chat and was given a number to talk ab...

    Had a message chat and was given a number to talk about my new mortgage rates options, it was the savings number, but I was... Had a message chat and was given a number to talk about my new mortgage rates options, it was the savings number, but I was politely and quickly transferred to new business. Small queue, answer pretty quickly, person very polite, helpful, knowledgeable and gave me the advice I neeeded to make a product decision. Provided additional info and signposted the next steps. Read more Read less

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

    Customer service help with a problem was polite frie...

    Customer service help with a problem was polite friendly and efficient

    {"display":"Carole ","full_name":"Carole ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Carole 29th January 2026
  • 5/5

    I found it confusing to start with when completing t...

    I found it confusing to start with when completing the online application but after speaking to a very helpful lady called Steph, who explained and... I found it confusing to start with when completing the online application but after speaking to a very helpful lady called Steph, who explained and assisted me, I am pleased to confirm my experience was dealt with quickly and efficiently. Read more Read less

    {"display":"Malcolm A","full_name":"Malcolm A","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Malcolm A 29th January 2026
  • 5/5

    New business team was very helpful.

    New business team was very helpful.

    {"display":"Lynn","full_name":"Lynn","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Lynn 28th January 2026

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