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Marion H

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Review of the Harpenden Building Society, Savings:

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I visited last Monday wanting to open some ISA accou...

I visited last Monday wanting to open some ISA accounts. It was extremely busy inside and very noisy. I was assisted by Astrid who was very friendly and engaging. She also put me at ease, as I didn't have any idea of what I needed to do to open the ISA's and was slightly nervous about committing my money. She's a credit to the business. I tried to complete the form but decided to take them home (also some forms for my husband and son) as there was no where to write as there were so many customers and the table was too low to use when it became free. Once we have completed everything we will be back. The branch is really nice but the noise was overwhelming. Reviewed on: 7th April 2026

Reply from Harpenden Building Society Hi Marion, Thank you very much for taking the time to leave such thoughtful feedback following your recent visit to the branch. We’re delighted to hear about your experience with Astrid. It’s particularly pleasing to know that she made you feel at ease, took the time to explain the ISA process, and helped build your confidence when making an important financial decision. I will be sure to pass your comments on to Astrid and her manager, who I’m sure will be thrilled to see her recognised so positively. As you noted, it is currently ISA season, and the branch has been experiencing higher-than-usual footfall, which can at times make the environment busier and noisier than normal. While this doesn’t excuse the difficulties you experienced, I do hope it helps to explain why the branch felt uncharacteristically busy on the day of your visit. Thank you also for your feedback about the practicalities within the branch, including the limited writing space during busy periods. This is helpful insight, and we will take it on board as we look at ways to improve the experience for our customers. We very much look forward to welcoming you back once you’ve completed the forms, and we hope your next visit will be a calmer and more comfortable one. Kind regards, Jon Sweeting Commercial Manager Response date: 8th April 2026

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