• 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

Customer First Team

At Family Building Society, we understand that there are times when we all need a little extra help and support.


We may need extra support at any stage in our life, for different reasons. Living with or developing health conditions can make it more difficult to be able to manage finances. Personal circumstances like divorce or bereavement can leave us needing to use our money in a different way from how we’d planned.

At Family Building Society we’re committed to providing a personal approach to savings and mortgages, and we strive to cater for all our customers’ needs. That’s why we have our Customer First Team, a dedicated team who aim to deal with customers who may need some extra help and support with compassion and flexibility, in response to their personal circumstances. 

Customer First Team - supporting our members

Our Customer First Team can support you in many ways, here are just a few:

  • They can offer you time to talk through your situation and point you in the direction of where to find the appropriate help. For example, if you require additional support such as charities or advice services, such as Age Concern, Money Advice Trust or Shelter.
  • If you have difficulties with sight, hearing or speech, they can provide information to you in a different format to make things easier, such as larger print, braille or audio.
  • If you need a little extra support managing your account(s) or a family member’s finances, they can talk to you about the different options available.

If you want to speak to the Customer First Team, please contact our Family Service Team who'll be able to put you through. If you're a savings account holder, please phone 03330 140144. If you're a mortgage holder, please phone 03330 140146.

Extra support and help

Download our booklet

For more information on the support we’re able to give you, and for advice for keeping your money safe, we have put together a handy booklet which covers:

  • How we can provide you with extra support managing your accounts
  • Third party support and what they can and can't do on your behalf
  • Tips on protecting yourself from frauds and scams
  • A list of helpful contacts.

Download a copy of our 'Providing Extra Support' booklet.

Providing extra support

Sometimes life can be challenging. We are committed to providing fair and appropriate treatment to all of our customers. Our guide highlights the options available if you (or a family member) need a little extra support managing your finances.

Website accessibility

We are committed to making our website accessible to all our members and compatible with a range of technology used by people with disabilities.

Frequently asked questions

If you have a question about savings or mortgages it may be solved in our frequently asked questions.