Common questions and answers about our Online Service
As part of the account opening process, we will run an electronic identity check. However, if you fail this check, we have put together a helpful list of documents which we will accept as proof of identity.
We will write to you after you’ve applied for your account, explaining what documents we need and you’ll be required to send us one document from lists A and B. If your address is not shown on your document from list B, then we will also need you to send us a document from list C.
To confirm your identity, we require one of the following Government issued documents:
- Valid, signed and in date passport*
- Valid, in date UK photo card or old style paper driving licence*
- Recent evidence of entitlement to a state or local authority benefit (e.g. state pension, tax credit or housing benefit)
- Firearms certificate or shotgun licence*
- HMRC tax notification (excluding self-assessment documents)
- A bank or building society statement (dated within the last three months)
If your bank or building society statement does not show your address, please also send us one of the following:
- Utility bill (dated within the last three months)
- Local authority tax bill
- Formal court document (e.g. Judgement or Order, Grant of Probate)
- Letter confirming your residency at a nursing home on their headed paper
* For your own protection you are advised not to send original passports, driving licences or firearms certificates or licences through the post. Copies can be accepted but must be certified as a true copy by a solicitor, an accountant, a bank or building society official, an Independent Financial Advisor (IFA), a mortgage broker, a doctor or a Justice of the Peace.
All other documents must be originals and we cannot accept mobile phone bills and credit card statements.Please note that we will return any originals and certified documents to you.
Confirming your nominated bank account
To confirm your nominated bank account you will need to provide us with a bank or building society statement for that account dated within the last three months which shows your full name and address.
How to send in documents
The address you need if you want to post your documents to us is Family Service Team, Family Building Society, Ebbisham House, 30 Church Street, Epsom, Surrey KT17 4NL.
Or you are welcome to bring your documents into our Epsom Branch at Family Building Society, Ashley Square, Epsom, Surrey, KT18 5DD.
Please note, we cannot accept proof of ID uploaded to our Secure Document Upload, or via email.
What happens next?
Once we have checked the identity of all account holders, you can add funds to your account. We will contact you by secure message to confirm you can do this.
Further details can be found on the ‘Pay Money In’ section. To access this, please click on your new account after you login to the Online Service.
If you cannot find this email, please contact our dedicated Online Banking Support team on 03300 243406 and they will send you an email confirming your username.
If you have locked yourself out, please contact our dedicated Online Banking Support team on 03300 243406 who will be able to unlock your account for you.
We ask for three sets of data before allowing you to log into your online account:
- Unique username
- Characters from your memorable word
If any of this data is entered incorrectly three times in a row, your online account will be locked. If you forget your security information you are able to reset it online.
You can magnify the size of online web page / text by altering the ‘Zoom’ setting on your internet browser. How you do this depends on which browser you are using.
In the latest version of Internet Explorer, click on the ‘gear’ symbol at the top right of any web page. In Google Chrome, click on the three dots symbol at the top right of any web page.
In both cases, scroll down this menu and click on ‘Zoom’. This is normally set to 100%, but can be increased to make the web page / text larger.
You must enter the verification code sent to you by post to view your existing accounts with the Society.
Money sent to us via Faster Payment may take until the end of the next working day to show on your account online. If you're concerned a payment hasn't gone through after this period, please call us and we'll be happy to check.
You will need to send us a secure message within the Online Service. Once we have received your message we will update your address details.
In order to do this, you will need to go onto the account you wish to take the money from and click on ‘take money out’, follow this through like a normal withdrawal then select to one of my savings account and choose which account you want to fund.
This may be because the electronic identity check we did for you wasn’t successful. This is can happen for a number of reasons and is nothing to worry about. We’ll send you a letter shortly if we need any extra identification documents from you.
If you need any help in the meantime, please contact us on 03300 243406
You can either send us a secure message stating how much you would like to withdraw and which account you would like the funds to go to, or contact us on 03330 140144
If the account has not already been registered with us, we will need to see evidence that the account is in your name.
You can either give us an online bank statement, printed or send via secure email as a PDF, a paying in slip, or a cancelled cheque. Once we have received this, we will change your nominated account.
As a Power of Attorney you can operate your accounts online. The Online Service allows you to pay into these accounts and make withdrawals, as long as the funds are going to the beneficiary's nominated bank account.
If you have a foreign address you can still register for the Online Service. You will need to click and enter your address manually, and complete the address lines 1, 2 and 3, as appropriate. You don't need to put anything in the postcode field as this will only look for UK addresses.
You will need to send us a secure message to let us know you would like the account to be closed. Once this is received, depending on the special conditions of your account, we will send you a reply and the account will be closed that day.
To open a Family Building Society Savings Account, you will need to log in using your login details on the Family Building Society website. Once you have done this you can select to open an account through your online access, and this will give you a list of of accounts currently available with the Family Building Society.
No, unfortunately you cannot do this online. However, if you’d like to make an overpayment or capital repayment you can send the funds to us using our bank details and stating your mortgage account number as a reference. You can then send us a secure message within the Online Service telling us how you would like the money applied to your mortgage.
Log in to our Online Service
If you have already registered for our Online Service you can log in here.
Our Online Service
Find out more about our Online Service, how to register and ways to protect yourself online.