• Online Service update. Due to planned essential maintenance, our Online Service will be unavailable from 8am until 5pm on Sunday 28 July. We apologise for any inconvenience this may cause.

  • We have recently updated our 'How We Use Personal Information' leaflet – with improvements to the transparency of the document and a new section on fraud prevention agencies. The Credit Reference Agency Information Notice (CRAIN) has been removed from the leaflet and instead we provide details of the credit reference agencies’ websites to access this. You can view the latest Privacy notice here.
  • We're here to help if you're experiencing or expect to experience difficulties in paying your mortgage. Find out more


If you're not happy for any reason, please tell us. We'll work hard to resolve any complaint as soon as possible.

Whilst we do our best to provide excellent products and service, sometimes things can go wrong. If, for any reason, you are not entirely satisfied with any aspect of the Society's service you receive, please get in touch with us as soon as possible and we will do everything we can to put it right.

Your first point of contact should be the member of staff concerned or, if you prefer, their manager. 

You can raise a complaint in any of the following ways:

In writing: 
Family Building Society, 
Ebbisham House, 
30 Church Street, 
KT17 4NL

By telephone: 
Savings:  03330 140144
Mortgages: 03330 140146

By fax: 
01372 745607

By email:

In person at our branch: 
Family Building Society, 
Ashley Square, 
KT18 5DD

By 'Secure Message' available within our Online Service.

We aim to resolve your complaint within 3 working days whenever possible. If we cannot do this, we will send you a written acknowledgment within 5 working days and advise you of the name and job title of the senior manager handling your complaint from this point onwards.

In our final response letter we will provide you with a summary of the complaint, the outcome of our investigation and our final view on the issues raised. We will also give you details of any offer we are making to settle the complaint. Where we offer remedial action or compensation, we undertake to provide it promptly, once it has been accepted by you.

Once a final response has been sent it is the end of the Society's internal complaints procedure. However, if you have additional information that you believe may change our decision you can contact us again if you wish.
If it appears to us that your complaint relates to the activities of another financial firm, we will pass your details to them promptly and let you know who to contact.
We will investigate your complaint and undertake to assess it fairly. During our investigation we may ask you to provide further information if this is required to assist in resolving the matter.

If it is a payment-related complaint we will do our best to respond to you as quickly as we can. Within 15 business days of receiving your complaint we will send you either a final response or, in exceptional circumstances, a further letter explaining why we are still not in a position to resolve your complaint.

For all other complaints we will endeavour to provide you with our final response within four weeks although, where possible, we will do our best to respond to you more quickly. Within eight weeks of receiving your complaint we will send you either a final response or a further letter explaining why we are still not in a position to resolve your complaint.
If you are not satisfied with an outcome previously agreed, our final response or we have not issued our final response within three weeks of receiving your complaint for payment-related complaints or eight weeks of receiving your complaint for all other complaints, you may be able to refer your complaint to the Financial Ombudsman Service. 

The service was set up by Parliament and is free for customers to use. They will look at the facts of what's happened in a dispute between customers and financial firms. They may decide that a firm has dealt with a complaint fairly and will explain why to the customer or they may decide the firm has done something wrong and will then tell the firm to put things right. 

A copy of the explanatory leaflet published by the Financial Ombudsman Service is available on request and will be enclosed with our final response.

The address and contact details for the Financial Ombudsman Service are:
Exchange Tower
E14 9SR

Telephone: 0800 023 4567or 0300 123 9 123

Our Online Service

You can operate your account anywhere and anytime with our Online Service.