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Derek S

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Review of the Harpenden Building Society, Savings:

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Lacking in Customer Service

Went into branch to ask for a Cash ISA to be transferred in to Harpenden BS. Just given a form to fill in, no help or real engagement. Meanwhile, someone dressed in casual clothing who was busy playing with his iPad turned out to be staff. Not sure what he was doing but it wasn't helping customers. Given no receipt or copy of the application form when handed in. Next a few days laterwas an email from Harpenden BS saying attachment enclosed - it wasn't. Then, much later, a letter through the post to say Cash ISA transferred. But I still haven't had anything to say the account was actually opened and what the account details are. Obviously a society that is trying to get more modern with some online services but still a lot through the post. It's confusing for the customer. I don't think I will be sending any more of my savings in this direction until they sort out systems and their way forward - paper or online. It could be either, but not a mix for one product. Reviewed on: 30th March 2026

Reply from Harpenden Building Society Dear Mr S, Thank you for taking the time to share your feedback. We’re sorry to hear that your experience in our Harpenden branch did not meet your expectations, and we appreciate you highlighting where things felt unclear or frustrating. I would like to clarify that the individual you noticed in casual clothing using an iPad was a member of our IT team, who was in the branch applying a technical fix to one of our devices. He is not a customer‑facing colleague and was not involved in serving customers at the time. We’re also sorry that the overall process felt disjointed. We aim to offer a mix of branch‑based, online and multi‑channel services so customers can choose what best suits their needs, but we recognise that this must feel clear and well‑joined‑up. Your comments about communication and documentation are particularly helpful, and we will be reviewing these points carefully. If you would be willing, our Branch Manager, Gill Pearce, would welcome the opportunity to discuss your experience directly and understand more about what we could have done better. Please feel free to contact the Harpenden branch at your convenience on 01582 344204. Thank you again for your feedback. It helps us improve how we support our members and ensure our services are clear, consistent and customer‑focused. Kind regards, Jon Sweeting Commercial Manager Response date: 31st March 2026

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