Extra 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 customers

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.