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Update: 24 March

In light of HM Government’s announcement on 23 March, we wanted to update you on a number of key areas.

Many of our staff are now working remotely in order to provide essential support to ensure that your savings continue to be looked after in our usual secure and safe way and that you can continue to operate your accounts as normal.  

Revised telephone answering times

However, in order to dedicate the time necessary to deal with those customers who are experiencing mortgage payment difficulties, we are only able to accept telephone calls to our head office between 9am and 2pm between Monday and Friday. Our head office will remain closed to telephone calls on Saturdays. Our Epsom branch opening hours have been reduced to 9am and 1pm on weekdays and closed on Saturdays.

You can continue to email us between 8am – 530pm, or if you are registered to use our online service you can send us a secure message.  We will do our utmost to reply to you as quickly as we are able to.  

In this time of restricted movement we would strongly encourage you to take full advantage of our online service which allows you manage the majority of your savings accounts from the comfort of your own home. If you haven’t yet registered please visit ncbs.co.uk/new-online

You can also download this handy guide which provides useful information on how to register for the service and to operate your online account. 

As a mutual building society we are here to support you, our members. 

Savings members 

You can continue to open new savings accounts and manage your existing accounts in all the usual ways, such as by using our Online Service, calling us or by sending us an email. You will find all our

Have you registered for our Online Service?

By registering you will be able to view and operate most of your accounts from anywhere, at a time convenient to you. This includes paying in by debit card and faster payment, and withdrawing funds to your nominated bank account. You can also open and fund any of our existing savings accounts that are available online. To find out more or to register, visit ncbs.co.uk/new-online. You can also use the service to send and receive secure messages.

Withdrawal requests
Please note that due to the current coronavirus situation, instructions for withdrawals by Faster Payment must be received by 2.30pm for withdrawals the same day. This is a change from our current deadline of 3pm. Thank you for your understanding and patience.


Mortgage members

You can still talk to us about your mortgage product options if you are nearing the end of your product’s term, and you can continue to apply for a further advance on your existing mortgage.

If you are concerned about your ability to pay your mortgage, you can request a mortgage payment holiday here. You can also send us an email to: mortgage.service@familybsoc.co.uk or call our mortgage team on 03330 140146. We promise to respond as soon as we are able to. We are here to help.

Please do not cancel the direct debit for your monthly mortgage payment without contacting us first at mortgage.service@familybsoc.co.uk.  Cancelling your direct debit will not create a payment holiday and missing a mortgage payment will have an adverse effect on your credit history.

The Building Societies Association has produced a helpful booklet which outlines the practical steps that can be taken during a time of financial stress caused by an unexpected  change of circumstances. You can download a copy here.

In short we are doing everything we can to ensure that there is no disruption to our levels of service to you. We will continue to look after your savings and mortgages in our normal safe and secure way.


Stay Secure

In this heightened time of national anxiety we would ask you to remain vigilant against fraudsters and scammers. We have a wide range of helpful information and handy tips available on this page, but remember:
  • Never disclose security details, such as your PIN or passwords
  • Don’t assume an email, text or phone call is genuine
  • Don’t be rushed – a genuine organisation won’t mind waiting
  • Listen to your instincts – you know if something doesn’t feel right  
  • Stay in control – don’t panic and make a decision you’ll regret

And remember, these useful tips:

  • Be alert to the fact that scams exist
  • Know who you're dealing with
  • Do not open suspicious texts, pop-up windows or click on links or attachments in emails – delete them
  • Don't respond to phone calls about your computer asking for remote access – hang up
  • Keep your personal details secure
  • Keep your mobile devices and computers secure
  • Choose your passwords carefully
  • Review your privacy and security settings on social media
  • Beware of any requests for your details or money
  • Be wary of unusual payment requests
  • Be careful when shopping online.

You can also find more information at the National Crime Agency’s website:
https://nationalcrimeagency.gov.uk/news/fraud-scams-covid19