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Family Building Society reviews

The Family Building Society Logo
Rated Excellent • 4.65/5

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 2,131 product reviews

Average score of 4.65/5
5 star
83%
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. (49 mentions)
  • Savings with Family Building Society offer competitive rates and easy online management. (8 mentions)
  • Mortgage advice from Family Building Society is clear and professional with helpful guidance. (7 mentions)
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
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 2131 company reviews • Last reviewed within 7 days

Telephone service not as good as it used to be..

Savings • 17th September 2026

I telephoned because the reference quoted on a payment to fbs was for a closed a/c, and to ask if it could be credited to... I telephoned because the reference quoted on a payment to fbs was for a closed a/c, and to ask if it could be credited to the account that I had open with them. I was told it could not be, and would be sent back to my bank. Two days later I have not received the payment back, but have a message on my fbs a/c to say that it will be. The lady I spoke to started to look up my a/c details but the phone line was poor and we were cut off. She did ring me back but despite answering the last question she had asked she had to go through the i/d process again. By this time I was out of time, because it had taken so long for my original call to be answered. Service use to be really good, but trying to get a telephone call answered takes a long time now. Read more Read less

{"display":"Marples","full_name":"Marples","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Average • 3.00/5
Read more product reviews

Fab explanation and advice from Aimee.

Mortgages • 16th September 2026

Fab explanation and advice from Aimee. Professional and efficient.

{"display":"Asif ","full_name":"Asif ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
Rated Excellent • 5.00/5
Read more product reviews
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 Aimee!
17th September 2026
Family Building Society
  • 5.00/5

    My account was locked and the person was very helpful

    My account was locked and the person was very patient and took me through the process. I didn't have to wait for a long time... My account was locked and the person was very patient and took me through the process. I didn't have to wait for a long time and it was great dealing with a person. Read more Read less

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

    I've spoken to 3 people over 2 days, having had prob...

    I've spoken to 3 people over 2 days, having had problems setting up and paying into account, ended up with 3 accts.!! This has now... I've spoken to 3 people over 2 days, having had problems setting up and paying into account, ended up with 3 accts.!! This has now been resolved for me, and smply awaiting verification code. Read more Read less

    {"display":"Valerie P","full_name":"Valerie P","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Valerie P 15th September 2026
  • 5.00/5

    Tracy was great today, friendly, patient and profess...

    Tracy was great today, friendly, patient and professional, helped my wife and I , and I’m back online. Thank you

    {"display":"Mr Jones ","full_name":"Mr Jones ","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mr Jones 14th September 2026
  • 5.00/5

    Needed help logging in to my account

    Needed help logging in to my account

    {"display":"Mrs C","full_name":"Mrs C","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Mrs C 14th September 2026
  • 5.00/5

    Excellent.

    Excellent. Tracy was very patient and worked out what the problem was. I have had a number of problems logging in as I do not... Excellent. Tracy was very patient and worked out what the problem was. I have had a number of problems logging in as I do not often need to. It looks like the problem is that my autofil of password etc had got corrupted but it was not visible to me. It means that I need to manually input the login information. That should be OK. Read more Read less

    {"display":"Roger M","full_name":"Roger M","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Roger M 14th September 2026
  • 5.00/5

    Excellent staff.

    The lady who set up our windfall bonds for us was extremely helpful and patient with us.

    {"display":"C D","full_name":"C D","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    C D 13th September 2026
  • 5.00/5

    Outstanding telephone appointment

    I booked an appointment with Louise, a new business representative at 9.30 am this morning to discuss our mortgage requirements. I received a call, almost... I booked an appointment with Louise, a new business representative at 9.30 am this morning to discuss our mortgage requirements. I received a call, almost exactly on time and she explained how the appointment would progress. Her telephone manner and attention to detail was excellent and I certainly felt at ease giving her our financial and private information. Overall a great experience. Read more Read less

    {"display":"David J","full_name":"David J","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    David J 11th September 2026
  • 5.00/5

    Great customer service

    Very happy with the customer service today. Messiah literally held my hand guiding me through the steps I needed to take to update my account... Very happy with the customer service today. Messiah literally held my hand guiding me through the steps I needed to take to update my account and answered any questions I had. I really appreciated his patience and guidance. Read more Read less

    {"display":"Teresa","full_name":"Teresa","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Savings
    Teresa 11th September 2026
  • 5.00/5

    Fantastic Support from Start to Finish

    I was supported and advised by Serena throughout the process, and she was absolutely fantastic. She was always patient, considerate and incredibly helpful. There are... I was supported and advised by Serena throughout the process, and she was absolutely fantastic. She was always patient, considerate and incredibly helpful. There are a lot of questions to work through and, at times, it can be difficult to understand exactly what everything means. Serena took the time to explain things clearly, never made me feel rushed, and was excellent at making what could have felt quite complicated much easier to understand. She was a fantastic ambassador for the organisation, and I’m genuinely very grateful for all of her support. Thank you, Serena! Read more Read less

    {"display":"James W","full_name":"James W","avatar":{"url":"\/assets\/images\/default_new.png"}}'s avatar
    Mortgages
    James W 11th September 2026

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