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Savings products - In preparation of the launch of our new and improved Online Service we have temporarily withdrawn online applications for all our savings products. You can still apply for these products by post or in branch. All savings products will be available to apply online from 12 May. We apologise for any inconvenience this may cause.
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Online Service update. Due to planned essential maintenance our Online Service will be unavailable from 6pm until 12am on Wednesday 7 May. Our Online Service will also be unavailable between 5.30pm on Friday 9 May until 9am on Monday 12 May. We apologise for any inconvenience this may cause.
Complaints
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,
Epsom,
Surrey,
KT17 4NL
By telephone:
Savings:
03330 140144
Mortgages: 03330 140146
By fax:
01372 745607
By email:
Savings: savings.service@familybsoc.co.uk
Mortgages: mortgage.service@familybsoc.co.uk
In person at our branch:
Family Building Society,
Ashley Square,
Epsom,
Surrey,
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.
Our Online Service
You can operate your account anywhere and anytime with our Online Service.