Family Building Society complaint?

Do you have a dispute or a bad customer experience with Family Building Society? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Family Building Society has no single general phone line. Savings customers can call the savings line on 03330 140144 or email the savings service team at savings.service@familybsoc.co.uk, and mortgage customers have a separate mortgage line, listed on the society's contact pages. It has one branch, in Epsom, Surrey. Have your account or mortgage reference, the product name and the dates involved ready, and say at the start that you are making a complaint if that is what it is.

Savings rate or mortgage payment not what you expected? Start your complaint here and we push it out to the society by email, social media and printed letters.

Family Building Society is a trading name of National Counties Building Society, a mutual building society based in Epsom, Surrey, that is owned by its savings and mortgage members rather than by shareholders. The society dates from 1896 and launched the Family Building Society name in 2014; it is now the brand it uses for its savings and mortgages.

That matters when you complain: letters, statements and any formal decision may carry the National Counties name, so quote both names and your account or mortgage reference when you write.

To complain about a Family Building Society mortgage, put it in writing with your mortgage account number and a short timeline: when you applied or asked for the change, what you were told, and what happened instead. Many of its mortgages are for less standard cases, such as later-life and retirement interest-only borrowers, expats, landlords, the self-employed and family-assisted buyers, and applications are underwritten by hand, so questions about income, valuation or a family member's role are common points of delay.

If the mortgage came through a broker, say so and include what the broker sent you, because the broker and the lender each answer for their own part. Keep the offer letter, the valuation report and every email.

Mortgage offer delayed or withdrawn? Our trained AI opens a case for you and keeps coaching: what to send the society, when to push again, and how to escalate inside it.

Yes: the Financial Ombudsman Service in the UK covers complaints from Family Building Society savers and borrowers about its savings, mortgage and payment services. It generally expects the society to have had the chance to put things right first, so keep a record of every call, email and letter with Family Building Society about the problem.

Start your complaint through our complaint process and we help you write it in minutes, drawing on complaint letters that actually worked.

Nothing has been reported about Family Building Society here yet. Our research shows what typically goes wrong at building societies with specialist mortgages and savings: mortgage applications that slow down at underwriting or valuation, savings rates that change with only a letter or email as notice, notice accounts and fixed bonds that cannot be emptied as quickly as savers hoped, ISA transfers that take longer than expected, and confusion between broker and lender over who is handling a case.

Spotted the rate change only on your statement? Be the first to report it: your case opens the record that the next saver comparing building societies will check.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Family Building Society through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Family Building Society can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.