Paid advertisement
Smart Money People Logo
Newsletter
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 • 4.63/5

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 2,035 product reviews

Average score of 4.63/5
5 star
82%
4 star
9%
3 star
3%
2 star
2%
1 star
4%
Reviews for Family Building Society have trended negatively 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  • Family Building Society’s reliance on postal verification and paper processes feels outdated.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 2035 company reviews • Last reviewed within 7 days

It was pleasant and friendly without being familiar...

Savings • 24th June 2026

It was pleasant and friendly without being familiar Saniya was polite and informative. not what is provided by most of your competitors!!

{"display":"Jeff M","full_name":"Jeff M","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews

Friendly professional communication

Mortgages • 24th June 2026

I spoke today to your new business representative Luke Green and he was quite friendly and professional and he provided very useful information.

{"display":"Henry A","full_name":"Henry A","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews
  • 5.00/5

    My enquiry was handled by Guy, really friendly and h...

    My enquiry was handled by Guy, really friendly and helpful

    {"display":"Jim P","full_name":"Jim P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Jim P 23rd June 2026
  • 5.00/5

    Excellent customer service

    I had an issue when trying to open a new savings account, which turned out to be an error on my part! Holly was extremely... I had an issue when trying to open a new savings account, which turned out to be an error on my part! Holly was extremely helpful going through the process with me to ensure it was all done correctly and opening the account. She was patient and very helpful, a great example of how customer service should be. Well done! Read more Read less

    {"display":"Margaret D","full_name":"Margaret D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Margaret D 23rd June 2026
  • 5.00/5

    Exemplary customer service

    Easy to get hold of a real person on the phone, or by private message from my online account. All the people I have dealt... Easy to get hold of a real person on the phone, or by private message from my online account. All the people I have dealt with have been really helpful, patient, and clear. Read more Read less

    {"display":"RoE","full_name":"RoE","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    RoE 22nd June 2026
  • 5.00/5

    Excellent Service from Family Building Society

    Family Building Society have been highly efficient throughout the whole process of applying for our mortgage. They answered our calls quickly, the telephone appointments we... Family Building Society have been highly efficient throughout the whole process of applying for our mortgage. They answered our calls quickly, the telephone appointments we arranged took place at the exact scheduled time. Our mortgage adviser was polite, respectful and very efficient. All my emails were answered promptly and she kept us informed all the way through the process. This level of service is all too rare in today's online world but I couldn't have been more impressed. Read more Read less

    {"display":"Gail H","full_name":"Gail H","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Gail H 19th June 2026
  • 5.00/5

    Good service

    My call was answered quickly and was dealt with efficiently.

    {"display":"Keith O","full_name":"Keith O","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Keith O 19th June 2026
  • 5.00/5

    Very helpful and precise .

    Very helpful and precise .i got the information I needed .

    {"display":"Paul S","full_name":"Paul S","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    Paul S 19th June 2026
  • 5.00/5

    new customer

    unable to gain access as new customer but soon sorted by making a phone call

    {"display":"david","full_name":"david","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    david 17th June 2026
  • 3.00/5

    Online banking is notoriously bad and has not changed.

    Online banking is notoriously bad and has not changed. I had to re-register today and despite entering all credentials correctly including my username which was... Online banking is notoriously bad and has not changed. I had to re-register today and despite entering all credentials correctly including my username which was given to be by FBS the system did not accept and locked me out. I now have go call customer services a waste of time Read more Read less

    {"display":"jk","full_name":"jk","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    jk 16th June 2026
  • 5.00/5

    Louise was very understanding and super efficient

    Louise was very understanding and super efficient

    {"display":"Roger Stephen Gibbons","full_name":"Roger Stephen Gibbons","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar

    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