The phone is always answered and the staff are polite and helpful. You feel valued, rather than a number or unknown.

I signed up for a discounted mortgage because of the low rate, by the time my application had been accepted, it went up twice. As... I signed up for a discounted mortgage because of the low rate, by the time my application had been accepted, it went up twice. As rates have fallen, Harpenden have only moved their mortgage rates lower and slower than the base rate, whilst fully reflecting the decreases to savers. I feel conned and ripped off and wishing I'd gone with a bigger, more professional organisation. The customer service is hard to access and clunky, which I wouldnt mind if the rates reflected a lower cost operation. I'm all for supporting the little guy, but it's all been very unsatisfactory. Beware. Read more Read less

The Royal Mail lost my passbook in the post The Society were very helpful in sorting the problem. The staff dealt with the matter by... The Royal Mail lost my passbook in the post The Society were very helpful in sorting the problem. The staff dealt with the matter by telephone and post. Great customer service, thanks Read more Read less

Personal touch. Friendly and very helpful.

Local branch with good opening hours. Informed staff, very helpful and friendly, nothing is too much trouble. Too many products are online only though, for... Local branch with good opening hours. Informed staff, very helpful and friendly, nothing is too much trouble. Too many products are online only though, for us older generation are missing out not having access to all products. Read more Read less

Staff are super friendly and helpful. Elizabeth has helped me recently but over the years all staff have been lovely.

Always very friendly and professional. Not many local branches - makes it difficult for working patterns in a place where you have to travel to nearest branch.

Always friendly and helpful and customer focussed . Particularly grateful for their time and understanding when my husband died. Equally helpful whether in telephone discussion... Always friendly and helpful and customer focussed . Particularly grateful for their time and understanding when my husband died. Equally helpful whether in telephone discussion or in person. The best customer experience I have had in recent times. Read more Read less

Usually quick and efficient. Dealt with a difficult situation with no problem (death of our treasurer). Gill was my main contact.