National Counties Building Society: Savings, Mortgages & Account Guide

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Independent National Counties Account Guide

National Counties Building Society: Savings, Mortgages & Account Guide

National Counties Building Society is slightly unusual because the name on an existing account is not always the brand a new customer should use today. Existing National Counties savers and mortgage borrowers are still serviced under the National Counties name, but most new personal savings and all new mortgage business are now routed through Family Building Society, which is a trading name of National Counties Building Society.

This guide separates those routes clearly. It explains how existing National Counties accounts work, when to use the Online Service, where new personal savers should look, what happens when an old bond or ISA matures, how existing mortgage borrowers get help, and where to go for face-to-face service in Epsom.

Open Official National Counties Website Online Service Help Contact National Counties
Independent website and security notice: Building-society.org is not National Counties Building Society or Family Building Society. This website cannot view your balance, reset online access, withdraw money, change nominated bank details or alter your mortgage. Never enter your Online Service password, Memorable Word, One-Time Passcode or full account-security details here.

Meaningful editorial review: 16 September 2026. Savings products, interest rates, mortgage options and operational procedures can change. Use the official National Counties or Family Building Society page that controls your exact account before acting.

National Counties Building Society Quick Answers

Organisation National Counties Building Society, an independent UK mutual owned by its saving and borrowing members.
Origins The Society was originally incorporated in 1896 as the Fourth Post Office Mutual Building Society and adopted the National Counties name in 1972.
Head office Ebbisham House, 30 Church Street, Epsom, Surrey, KT17 4NL.
Customer branch Ashley Square, Epsom, Surrey, KT18 5DD.
Existing savings help 03330 140144.
Existing mortgage help 03330 140146.
Online Service support 03300 243406.
FSCS protection Eligible deposits across National Counties and Family Building Society share one £120,000 standard FSCS limit per eligible person.
The most important distinction: a person searching for a brand-new personal savings account will usually be directed to Family Building Society. A person seeking a brand-new mortgage will also be directed to Family Building Society. Existing National Counties accounts continue to be serviced through National Counties.

What Do You Need to Do?

Existing saver Manage a National Counties savings account

Use National Counties account servicing, the Online Service or the Savings Account Service Team.

Open existing-saver help
New personal saver Open a new savings account

National Counties currently directs new personal savings customers to the Family Building Society range.

Open new-savings guidance
Business / club Open an organisational savings account

Business Saver and Club Saver remain listed as National Counties products.

Open business-savings guidance
Existing mortgage Manage a National Counties mortgage

National Counties still supports existing borrowers with payments, porting, further borrowing and deal-end help.

Open mortgage servicing
New mortgage Apply for new borrowing

New mortgage business has been written under the Family Building Society brand since December 2016.

Open new-borrower guidance
Face to face Visit Epsom

Use the Ashley Square branch for customer-facing enquiries rather than assuming head office is the correct counter.

Open branch guidance

National Counties vs Family Building Society: Which Name Should You Use?

Family Building Society is not an unrelated bank. It is a trading name of National Counties Building Society and operates under the same Financial Services Register reference number. The two brands also use the same Epsom staff and office infrastructure.

The distinction matters because National Counties now mainly acts as the servicing brand for older National Counties retail accounts, while Family Building Society is the main route for new personal savings and new mortgage customers.

Your task
Start with
Why
Existing National Counties savings
National Counties
Existing National Counties accounts are still serviced under the National Counties route.
New personal savings
Family Building Society
The National Counties savings page now routes new personal savers to Family products.
Business / club savings
National Counties
Business Saver and Club Saver remain listed as National Counties products.
Existing National Counties mortgage
National Counties
National Counties continues to service existing mortgage accounts.
New mortgage
Family Building Society
All new National Counties mortgage business for new borrowers moved to the Family brand from 1 December 2016.
Same legal building society, different customer-facing brands: that is also why FSCS protection is shared across eligible National Counties and Family Building Society deposits rather than applying separately to each brand.

National Counties Savings: What Can a New Saver Open Today?

National Counties’ current savings homepage makes an important distinction. New personal savings such as easy-access accounts, bonds, ISAs, notice products and children’s savings are now offered mainly through Family Building Society.

Under the National Counties name itself, the current savings page lists Business Saver and Club Saver. Existing National Counties personal savers continue to have their accounts serviced, and maturing National Counties bonds or ISAs can receive reinvestment options.

New easy-access personal savings Use the Family Building Society savings range.
New personal fixed-rate bonds Use Family Building Society’s current bond range.
New personal Cash ISAs Use Family Building Society’s current ISA range.
Business Saver Currently listed as a National Counties organisational savings option.
Club Saver Currently listed for qualifying unincorporated clubs, societies, associations and charities.
Existing National Counties savings Continue through National Counties service, forms and Online Service routes.

Official National CountiesNational Counties Savings Home

After opening this link:

  1. Read the paragraph explaining which savings are now offered through Family Building Society.
  2. If you want a new personal account, follow the Family Building Society savings link.
  3. If you already hold a National Counties account, use the withdrawn, reinvestment, forms or Online Service sections instead.
  4. If you are applying for an organisational account, check Business Saver or Club Saver.
  5. Before sending money, read the product’s latest Summary Box and funding instructions.

New personal saversFamily Building Society Savings

After opening this link:

  1. Choose easy access, bond, ISA, notice or children’s savings according to your real need.
  2. Compare the live AER rather than relying on an older National Counties product page.
  3. Check the minimum opening amount and withdrawal rules.
  4. Look for online-only or existing-customer restrictions.
  5. Remember that eligible deposits across Family and National Counties share the same FSCS limit.

Existing National Counties Savings Accounts

If your account certificate, statement or older correspondence says National Counties Building Society, you do not need to open a new Family account just to continue managing it. National Counties still publishes dedicated servicing information for existing savers.

Balance enquiries Existing savers can use the Online Service or Savings Account Service Team.
Transactions Available options depend on the individual account terms and withdrawal restrictions.
Nominated bank account National Counties requires withdrawals to supported nominated accounts and can require evidence when changing those details.
Cash ISA renewal An existing Cash ISA that has not received subscriptions in the relevant period may require a renewal form before another deposit.
Bereavement Dedicated National Counties procedures exist for savings held by a customer who has died.
Telephone support 03330 140144, Monday to Friday during published office hours.

Official existing saver helpNational Counties Savings FAQs

After opening this link:

  1. Find the question matching your task: nominated account, cheque, Cash ISA, bereavement or another account instruction.
  2. Check whether a downloadable form is required.
  3. For a nominated account change, prepare the evidence specified by National Counties.
  4. Use secure messaging or telephone support when the question involves account-specific information.

Maturing National Counties Bonds and Cash ISAs

A maturing National Counties bond or fixed-rate ISA should not be treated like a brand-new account search. National Counties says it contacts customers before maturity and sets out the reinvestment choices available for that specific account.

2.35% AER Rate published from 29 January 2026 on certain legacy Bond Saver reinvestment accounts.
2.35% AER Published rate for the Second Issue Cash ISA reinvestment account from 29 January 2026.
Family options Maturity letters can also offer reinvestment into Family Building Society products.
Do not assume these rates are available to a new saver. The published National Counties reinvestment accounts apply to specified maturing National Counties bonds or ISAs. Your maturity letter controls the options offered to your account.

Official reinvestmentNational Counties Reinvestment Rates

After opening this link:

  1. Read your own maturity letter first.
  2. Match the account name in the letter with the reinvestment page.
  3. Compare the offered National Counties option with any Family Building Society alternative.
  4. If the money is in an ISA, follow the ISA maturity or transfer instructions rather than simply withdrawing it.
  5. Confirm the rate again before the reinvestment deadline.

National Counties Business Saver and Club Saver

Business Saver and Club Saver are the main savings products currently listed directly under the National Counties brand. They are not ordinary personal savings accounts and each has specific eligibility rules.

Business Saver

  • Designed for qualifying incorporated organisations.
  • Examples include eligible limited companies, LLPs and incorporated charities.
  • Minimum deposit and maximum holding rules apply.
  • Notice is required before withdrawals under the published product structure.
  • Use the live Summary Box for the current rate.

Club Saver

  • Designed for qualifying unincorporated organisations.
  • Examples include clubs, societies, associations and unincorporated charities.
  • Organisation, trustee/officer and tax-residence rules apply.
  • Notice is required for withdrawals under the published structure.
  • Use the live Summary Box for the current rate.
Why no “current rate” is hard-coded here: some National Counties organisational-product pages retain older dated Summary Box information. Confirm the rate with the New Savings Account Enquiry Team before treating a displayed historic rate as the rate available today.

Official business savingsNational Counties Business Saver

After opening this link:

  1. Check whether your organisation type is eligible.
  2. Check the current minimum balance and maximum holding.
  3. Confirm the live rate with National Counties if the Summary Box is dated.
  4. Read the notice period before placing operational cash into the account.
  5. Use the correct business payment details and reference when funding.

Official club savingsNational Counties Club Saver

After opening this link:

  1. Confirm that the organisation is unincorporated and fits the published eligibility rules.
  2. Check residency and officer/trustee requirements.
  3. Confirm the live interest rate before opening.
  4. Read the notice requirements for withdrawals.
  5. Check whether branch or postal application is the correct route.

National Counties Charitable Assignment Rule

National Counties requires many customers opening a qualifying savings share account to agree to a charitable assignment. This is a mutual-membership rule rather than an interest-rate or withdrawal condition.

Under the published scheme, potential windfall conversion benefits are assigned to the Charities Aid Foundation for the first five years of membership. After that five-year period, the assignment no longer applies. Specific exemptions exist, including certain long-standing pre-scheme members and borrowing members.

Why it exists: National Counties says the rule is designed to discourage “carpetbagging”—opening an account only in the hope of receiving a payment if the Society were ever converted or taken over.

Official membership ruleNational Counties Charitable Assignment

After opening this link:

  1. Read what National Counties means by a windfall conversion benefit.
  2. Read the five-year assignment period.
  3. Check the exemptions if you were already a saver or borrower before the scheme began.
  4. Read the declaration on the actual account application before signing.

National Counties Online Service: Login, Registration & Security

National Counties’ Online Service is now part of the same upgraded system used by Family Building Society. It can be used to manage supported savings accounts and to view supported mortgage information.

Savings balances View balances and recent transactions for supported accounts.
Withdrawals Make eligible withdrawals to a pre-nominated bank account.
Secure messages Send and receive account-specific secure messages.
Statements View, save and print supported annual savings, ISA and mortgage statements.
Mortgage viewing Check the supported mortgage balance and recent transactions.
Two-factor authentication A One-Time Passcode is used in addition to the normal login credentials.
If you have not logged in since the upgraded service launched on 12 May 2025: the official guidance says you may need to register again. Each account holder needs a unique email address for their own Online Service registration.

Official Online ServiceNational Counties / Family Online Service Login Guide

After opening this link:

  1. If you have already used the upgraded service since 12 May 2025, choose the normal login route.
  2. If not, follow the re-registration instructions.
  3. Use a unique email address for your own Online Service profile.
  4. Enter the One-Time Passcode only for a login you started yourself.
  5. Do not tell another person your password, Memorable Word or One-Time Passcode.
  6. If locked out, call 03300 243406.
Current One-Time Passcode detail: the official Online Service guide states that the login OTP is six digits and valid for two minutes. A genuine National Counties or Family Building Society employee should not ask you to disclose that code.

Paying Money Into a National Counties Account

National Counties publishes central receiving bank details for supported electronic payments, but your own account reference is what routes the money to the correct savings or mortgage account.

40-02-50 Current published receiving sort code.
21397400 Current published central receiving account number.
Your account number Use the account-specific reference instructed by National Counties.
Confirmation of Payee detail: National Counties states that HSBC may appear when payment details are checked because HSBC provides its banking services. Do not ignore an unexpected warning automatically—compare the details against the current official National Counties funding page.
Electronic payments made outside the Online Service may take up to two working days to appear in the Online Service even after the money has been received.

Official payment detailsNational Counties Bank Details

After opening this link:

  1. Check the current payee name, sort code and receiving account number.
  2. Use your correct National Counties account reference.
  3. If paying an organisational account, use the business-account instructions rather than personal details.
  4. Review the Confirmation of Payee result.
  5. If anything looks different from the official instructions, stop and verify it before sending a large amount.

National Counties Mortgages: New Borrower or Existing Borrower?

This is where the brand split matters most. National Counties has not offered new National Counties-branded mortgages to new customers since 1 December 2016. New mortgage applicants are directed to Family Building Society.

New mortgage customer

  • Use Family Building Society’s current mortgage range.
  • Options include standard owner-occupier mortgages.
  • Family-assisted first-time buyer products are available subject to criteria.
  • Later-life, expat and Buy to Let options are also published.
  • Check current affordability, rates and lending criteria before applying.

Existing National Counties borrower

  • Continue through National Counties servicing.
  • Ask about further advances.
  • Discuss moving home and porting.
  • Get help as a fixed-rate period ends.
  • Use National Counties support if repayments become difficult.

New mortgage customerFamily Building Society Mortgages

After opening this link:

  1. Choose moving home, remortgage, first-time buyer, later-life, expat or Buy to Let according to your situation.
  2. Check the current mortgage rate and maximum LTV.
  3. Review product fees, APRC and Early Repayment Charges.
  4. Use the lending-criteria section when your circumstances are less straightforward.
  5. Request advice or a personalised mortgage illustration before committing.
Mortgage risk: your home may be repossessed if you do not keep up repayments on your mortgage. A lower headline rate does not automatically mean a lower total cost once product fees and Early Repayment Charges are included.

Existing National Counties Mortgage Help

Existing National Counties mortgage customers have a dedicated service team. Do not start a new Family Building Society mortgage application simply because you need to change a bank account, make an overpayment or ask what happens when your current deal ends.

Payment details Ask the Mortgage Account Service Team about payment-method or bank-detail changes.
Further borrowing Existing borrowers can ask whether additional lending is available, subject to affordability and criteria.
Moving home Discuss porting or changing the existing borrowing when moving property.
Deal ending Use the dedicated ending-product route rather than waiting until the mortgage has automatically moved onto another rate.
Overpayments National Counties allows overpayments, but how an overpayment is applied can affect future payments and outstanding capital.
Payment difficulty Contact the Society early if affordability is worsening rather than waiting for arrears.
Capital payment vs general overpayment: National Counties explains that a capital payment reduces the mortgage balance immediately and can trigger a recalculation of monthly payments unless you instruct otherwise. Ask how the payment will be treated before sending a large lump sum.

Existing borrowerNational Counties Mortgage FAQs

After opening this link:

  1. Identify whether you need an overpayment, further advance, product-end, payment or moving-home answer.
  2. Have your mortgage account number available.
  3. For an overpayment, check whether you want it treated as capital or another permitted form of overpayment.
  4. Check whether Early Repayment Charges or account conditions apply.
  5. Call 03330 140146 when the change needs account-specific confirmation.

Legacy National Counties Lifetime Mortgage Customers

National Counties also retains information for existing Lifetime Mortgage borrowers. This is a legacy-account service rather than a general invitation to apply for a new National Counties lifetime mortgage.

Moving home Existing Lifetime Mortgage borrowers can ask how a move affects the loan.
Additional borrowing Additional borrowing can be available in qualifying cases, subject to the current legacy product rules.
Repayment events The published legacy guidance includes repayment following specified events such as death, moving home or permanent long-term care.
Advice matters Equity-release and lifetime mortgage decisions can have significant effects on estate value, benefits and long-term finances.
Do not use an old legacy rate as a new-customer quote. The National Counties Lifetime Mortgage page is aimed at existing borrowers. New later-life mortgage enquiries should use the current Family Building Society later-life route.

National Counties Epsom Branch: Address, Hours & Map

National Counties has one customer-facing branch in central Epsom. The branch is different from the Society’s Ebbisham House head office, and National Counties specifically tells customers to use the Ashley Square branch for face-to-face enquiries.

National Counties / Family Building Society Epsom Branch

Address:
Ashley Square
Epsom
Surrey
KT18 5DD

Telephone: 03330 140144

Published hours:
Monday–Friday: 09:00–16:30
Saturday: Closed

Ashley Square is at the South Street end of Epsom High Street, near Marks & Spencer. The Society points visitors to the Ashley Centre multi-storey car park.

Open Epsom Branch in Google Maps
Do not confuse branch and head office: Ebbisham House at 30 Church Street is the registered/principal office and postal address for many forms. Ashley Square is the customer-facing counter for in-person enquiries.

Official contact & branchNational Counties Contact Details

After opening this link:

  1. Choose the existing savings, existing mortgage, new savings or Online Service team according to your task.
  2. For face-to-face help, use the Ashley Square branch details.
  3. For posting a formal savings or mortgage form, check whether Ebbisham House is specified.
  4. Check opening hours before travelling around a bank holiday.

National Counties Contact Numbers: Use the Right Team

Task
Contact
Use it for
Existing savings
03330 140144
Balances, transactions, existing-account servicing and savings questions.
Online Service
03300 243406
Registration, login, lockouts and Online Service support.
Existing mortgage
03330 140146
Payment changes, further advances, porting, payment difficulties and deal-end help.
New savings enquiry
03330 140141
Opening a new account and confirming current savings options.
New Family mortgage
03330 140140
New mortgage business under the Family Building Society brand.
Published office hours: National Counties’ main service teams currently publish Monday to Friday opening of 09:00–17:30, with Saturday closed.

National Counties and Family Building Society Share One FSCS Limit

This is one of the most important account details for savers with money under both names. National Counties Building Society and Family Building Society are not treated as two separate authorised firms for standard deposit protection.

£120,000 Current standard FSCS deposit limit per eligible person across both brands combined.
£240,000 Potential standard protection for a qualifying joint account owned equally by two eligible depositors.
£1.4 million Current FSCS temporary-high-balance ceiling for qualifying life events, subject to the scheme’s conditions.
Example: if one eligible person holds £80,000 with National Counties and £70,000 with Family Building Society, the balances are aggregated for the standard FSCS calculation because the brands share the same authorised building society.

Official National Counties FSCSNational Counties Deposit Protection

After opening this link:

  1. Check the current £120,000 standard limit.
  2. Read the wording that specifically names National Counties and Family Building Society together.
  3. Add eligible deposits held under both names when checking your total.
  4. If your combined balance is near the limit, use the official FSCS protection checker.

Fraud, Secure Messaging & Sensitive Documents

National Counties provides secure messaging for account-specific communication and secure document transfer. Use those channels rather than sending sensitive financial information in an ordinary unsecured email.

Secure messages Useful for discussing account-specific information with the Society.
Document upload National Counties provides a secure route for supported electronic documents.
Online login Open the official National Counties or Family Online Service yourself rather than following an unexpected message.
One-Time Passcodes Never read an OTP to someone who contacts you unexpectedly.

Official secure messagingNational Counties Secure Messaging

After opening this link:

  1. Use secure messaging when the discussion involves account-specific information.
  2. Follow the Society’s registration or message-access instructions.
  3. Do not send passwords or One-Time Passcodes even through a secure message.
  4. Verify unexpected document requests through a published National Counties number before sending sensitive records.

How to Make a Complaint to National Counties

National Counties says the first point of contact can be the staff member or manager involved, and complaints can be made by telephone, letter, email, in person or secure message.

Write down important dates and events in order.
Include the relevant account or mortgage reference.
Keep copies of letters, statements and secure messages.
Explain what you have already asked the Society to do.
Describe any financial or practical effect.
State the outcome you want National Counties to consider.
National Counties aims to resolve complaints within three working days where possible. If it cannot, its published procedure describes acknowledgement and final-response timescales, with Financial Ombudsman Service rights where applicable.

Official complaintsNational Counties Complaints Procedure

After opening this link:

  1. Choose the complaint route that gives you a useful record of what you reported.
  2. Explain the problem in chronological order.
  3. Include supporting documents without sending passwords or security codes.
  4. Keep the complaint reference and every response.
  5. If you receive a final response and remain dissatisfied, read the Financial Ombudsman Service section carefully.

Common National Counties Account Mistakes to Avoid

Looking for a new National Counties personal saver Most new personal savings are now under Family Building Society.
Looking for a new National Counties mortgage New mortgage business for new customers moved to the Family brand from December 2016.
Treating Family and National Counties as separate FSCS firms Eligible deposits under both names share one standard £120,000 limit.
Visiting head office for routine counter service National Counties directs face-to-face customers to Ashley Square.
Using an old product rate Legacy and reinvestment rates are not automatically available to a new saver.
Forgetting the payment reference The central receiving account needs the correct customer-specific reference.
Ignoring a Confirmation of Payee message HSBC may appear legitimately, but every mismatch should still be checked against official instructions.
Emailing sensitive documents casually Use secure messaging or the supported secure-document route for account-specific information.

Related Building Society Guides

These guides are useful if you are comparing National Counties or Family Building Society with other mutuals offering savings, specialist mortgages or online account servicing.

Market Harborough Building Society: Savings, Mortgages & Account Guide Cambridge Building Society: Savings, Mortgages & Account Guide Vernon Building Society: Savings, Mortgages & Branch Help Nationwide Building Society: Mortgages, Savings & Help

Official National Counties Resources Used for This Guide

National Counties Official Website About National Counties National Counties Savings Reinvestment Rates Business Saver Club Saver Savings FAQs Payment Details Charitable Assignment FSCS Information Online Service Existing Mortgage Borrowers Contact National Counties Secure Messaging Complaints Procedure Family Building Society Savings Family Building Society Mortgages

How This National Counties Guide Was Checked

National Counties / Family brand relationship checked.
New personal savings route checked.
Business Saver and Club Saver availability checked.
Existing savings service contact checked.
2026 reinvestment rates checked.
Charitable Assignment terms reviewed.
Online Service functions checked.
2025 Online Service upgrade rules checked.
Payment details and HSBC CoP note checked.
New-mortgage Family brand route checked.
Existing mortgage servicing checked.
Ashley Square branch and hours checked.
Head-office / branch distinction checked.
Shared £120,000 FSCS protection checked.
Complaint procedure checked.

Review date: 16 September 2026. Rates and product availability are treated as time-sensitive and should be re-checked on the relevant official product page before application.

Independent Financial Information Notice

Building-society.org is an independent informational website and is not National Counties Building Society, Family Building Society, the Financial Conduct Authority, Prudential Regulation Authority, Financial Services Compensation Scheme or Financial Ombudsman Service.

This page cannot access your account, transfer savings, reset online credentials, approve borrowing or provide personalised financial advice. Use official National Counties or Family Building Society services whenever you submit personal or financial information.

Verify before acting: rates, account issues, mortgage products, branch hours, FSCS rules and servicing procedures can change. Where your account letter or maturity notice gives account-specific instructions, follow that document together with the current official website.

National Counties Building Society FAQs

1. Is National Counties Building Society the same as Family Building Society?

Family Building Society is a trading name of National Counties Building Society. They operate under the same authorised building society and share the same Financial Services Register reference number, although the brands are used for different customer and product routes.

2. Can I still open a new personal National Counties savings account?

National Counties currently directs new personal savers to the Family Building Society savings range for products such as easy-access accounts, bonds, ISAs, notice accounts and children’s savings. Business Saver and Club Saver remain listed directly under National Counties.

3. Does National Counties still offer new mortgages?

Existing National Counties mortgages are still serviced under National Counties, but all new mortgage business for new customers has been offered under the Family Building Society brand since 1 December 2016.

4. What is the National Counties savings phone number?

Existing National Counties savings customers can currently call 03330 140144. New savings enquiries use 03330 140141, while dedicated Online Service support is available on 03300 243406.

5. How do I log in to National Counties online banking?

National Counties uses the upgraded Online Service shared with Family Building Society. Use the official National Counties Online Service guidance or Family Building Society login page rather than following an unexpected email or text link.

6. What can I do through the National Counties Online Service?

Supported functions include checking savings balances and transactions, eligible withdrawals to a nominated bank account, secure messages, annual savings or ISA statements, some account applications and viewing supported mortgage balances and statements.

7. Where is the National Counties Building Society branch?

The customer-facing branch is at Ashley Square, Epsom, Surrey, KT18 5DD. Published opening hours are Monday to Friday from 9:00am to 4:30pm, with Saturday closed.

8. Where is National Counties Building Society head office?

The principal office is Ebbisham House, 30 Church Street, Epsom, Surrey, KT17 4NL. National Counties tells customers to use the Ashley Square branch for face-to-face customer enquiries.

9. How much FSCS protection do National Counties savings have?

The current standard FSCS limit is £120,000 per eligible person, per authorised firm. Eligible deposits held with National Counties Building Society and Family Building Society are combined for that limit because Family Building Society is a trading name of National Counties.

10. Is Building-society.org the official National Counties Building Society website?

No. Building-society.org is an independent information website. Use ncbs.co.uk, familybuildingsociety.co.uk and the official secure Online Service for applications, account access, payments, mortgage instructions and personal financial information.

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