Smart Money People Logo
Go to business site

Voting in the Consumer credit awards 2026 is open - Vote here

Share this page
Link copied

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 1,971 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 positively 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.
  • Savings with Family Building Society offer competitive rates and easy online management.
  • Mortgage advice from Family Building Society is clear and professional with helpful guidance.

Negative themes

  • Long phone wait times frustrate many trying to reach Family Building Society support.
  • The new online login system at Family Building Society causes confusion and access issues.
  • Family Building Society’s reliance on postal verification and paper processes feels outdated.
Summarised by AI
Was this helpful?

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 1971 company reviews • Last reviewed within 7 days

Louise was extremely helpful and provided a very cle...

Mortgages • 2nd May 2026

Louise was extremely helpful and provided a very clear summary of what our next move would be. She also did this in a very pleasant and friendly manner.

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

Dealt with my log in problems swiftly

Savings • 1st May 2026

Dealt with my log in problems swiftly

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

    Excellent customer service.

    So good to be able to speak to a helpful and patient member of staff, and the call-back system was very welcome

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

    Lovely friendly service by Lisa.

    Lovely friendly service by Lisa. Very helpful and walked my through online services

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

    Lovely human interaction

    The lady I spoke to was extremely helpful and warm and friendly.

    {"display":"Rich Donovan","full_name":"Rich Donovan","avatar":{"url":"\/assets\/uploads\/avatars\/users\/1555064.png"}}'s avatar
  • 3/5

    Please have an APP for use on a smartphone.

    Please have an APP for use on a smartphone. Please send separate certificates of interest for each account which should be available to download. Please... Please have an APP for use on a smartphone. Please send separate certificates of interest for each account which should be available to download. Please notify us when these are available. Please do not send anything in the post and communicate only by email or text. Please pay interest earned monthly and not at the end of January or July! Would be much appreciated. Thank you. Read more Read less

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

    FIRST CLASS

    I opened a bond 12 months ago. It matured so I requested FBS to retain £20k for a new bond and to forward £40k to... I opened a bond 12 months ago. It matured so I requested FBS to retain £20k for a new bond and to forward £40k to the Bank as I was opening 2 ISAS for myself and my husband. On the day of maturity money was in Bank, new account was dealt with. All follow up paper sent out promptly and professionally. First class. To date you are the most efficient and professional Company I have dealt with and I am delighted. Read more Read less

    {"display":"Pauline E","full_name":"Pauline E","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Pauline E 30th April 2026
  • 4/5

    Funds transfer

    Great customer service, however, the limit on moving funds between FBS accounts is rather out of date. Moving large sums is tedious having to log... Great customer service, however, the limit on moving funds between FBS accounts is rather out of date. Moving large sums is tedious having to log in day after day to complete what should be a single transaction. Read more Read less

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

    Excellent experience very helpful discussion

    Excellent experience very helpful discussion

    {"display":"Ermete G","full_name":"Ermete G","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Ermete G 30th April 2026
  • 5/5

    Great Customer Service

    It was very positive and reassuring.

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

    Online access problem.

    I had a problem with my online access today. I was all sorted out over the 'phone very patiently and efficiently.

    {"display":"David G","full_name":"David G","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    David G 29th April 2026

    Products from Family Building Society

    Showing all products offered by Family Building Society

    We are Smart Money People

    Join 2 million active users who make better financial decisions with the power of reviews.

    Create an account

    Protecting trust by verifying companies and reviewers

    The only site that specialises in financial services

    Providing everyday people with a voice