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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.68/5

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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Review summary

People rate this company as Excellent based on 1,821 product reviews

Average score of 4.68/5
5 star
82%
4 star
10%
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 1821 company reviews • Last reviewed within 7 days

Antiquated login system

Savings • 15th January 2026

Tried to login today but there is a different system now that prevented me from doing so. I phoned FBS who said I had to... Tried to login today but there is a different system now that prevented me from doing so. I phoned FBS who said I had to wait 5 days for a verification code. I queried why I had not been informed about this to be told we emailed you ( not true as I keep all your emails) and also it came in a newsletter, again I keep all the correspondence and I haven’t received this letter. Very disappointed with this new system which is preventing me access to my account, what an antiquated system. Read more Read less

{"display":"Tim Costello","full_name":"Tim Costello","avatar":{"url":"\/assets\/uploads\/avatars\/users\/516285.png"}}'s avatar
Rated Terrible • 1/5
Read more product reviews

RESET OF SECURITY

Savings • 15th January 2026

Adviser was knowledgeable and helpful .

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

    logging in.

    Had a problem logging in but Lisa talked me through ererything.

    {"display":"John F","full_name":"John F","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    John F 14th January 2026
  • 5/5

    Wonderful service.

    A very helpful and pleasant response from call handler.

    {"display":"Micky","full_name":"Micky","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Micky 13th January 2026
  • 5/5

    Excellent Building Society

    Customer service and product were both excellent

    {"display":"Gren T","full_name":"Gren T","avatar":{"url":"\/assets\/uploads\/avatars\/users\/801006.png"}}'s avatar
    Savings
    Gren T 13th January 2026
  • 5/5

    FBS customer services agent was very helpful

    FBS customer services agent was very helpful when I enquired about renewing my current interest only mortgage loan which is due to expire in April.... FBS customer services agent was very helpful when I enquired about renewing my current interest only mortgage loan which is due to expire in April. He provided me with full details about my options and assisted me in making the best selection for my new mortgage loan product. Read more Read less

    {"display":"M Humphreys","full_name":"M Humphreys","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    M Humphreys 13th January 2026
  • 5/5

    FRAUD NEVER APOLOGISED

    FBS sent me a bill some 12 months after I took the loan which was unjustified and I had to fight long and hard to... FBS sent me a bill some 12 months after I took the loan which was unjustified and I had to fight long and hard to get this removed. Bailiff was mentioned. VERY BAD Read more Read less

    {"display":"Paul McCreery ","full_name":"Paul McCreery ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Paul McCreery 12th January 2026
  • 5/5

    Difficuly logging in

    I called today as I was having difficulty logging in. The customer services adviser was very patient and helpful. She walked me through the process... I called today as I was having difficulty logging in. The customer services adviser was very patient and helpful. She walked me through the process and I actually had to re-register as the system had updated since I last logged in and my password needed changing. Thank you for making it easy. Just need to wait for verification code through the post and will be sorted Read more Read less

    {"display":"Random Way","full_name":"Random Way","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Random Way 12th January 2026
  • 5/5

    Online Help

    Tracy talked me through the new signing in online system as I could not access my account. The verification code sent in the post did... Tracy talked me through the new signing in online system as I could not access my account. The verification code sent in the post did not work & I wanted to add money to my account. Read more Read less

    {"display":"Philip L","full_name":"Philip L","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Philip L 12th January 2026
  • 5/5

    Excellent.

    Excellent. All q's answered efficiently and courteously

    {"display":"online","full_name":"online","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    online 12th January 2026
  • 5/5

    I needed help in re-establishing my sign-on details...

    I needed help in re-establishing my sign-on details with National Counties following a catastrophic loss of data on my laptop. This could only be done... I needed help in re-establishing my sign-on details with National Counties following a catastrophic loss of data on my laptop. This could only be done at speed, by phoning. Fortunately, with the help of Tracey Rogers I was able to recreate my full sign-on USER NAME and passwords. Despite my slow speed at getting through the necessary stages, with Tracy's very patient help and guidance I got the task completed. Thank you so much for this, Tracy. Read more Read less

    {"display":"George P","full_name":"George P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    George P 12th January 2026

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