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Mrs J

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Review of the Harpenden Building Society, Savings:

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New joint accounts and making transfers very difficult

We were trying to close two accounts and transfer the monies to new accounts paying better rates. Process had to be done on-line, but were unable to do this as error came up. We wrote to HO to ask them to open the accounts, and transfer the monies. A call was received and it was explained this was not possible we had to do it ourselves. The assistant was helpful but had to check herself what to do next as she didn't know. After some trying it turned out there was a problem as only one of us was registered for on-line access. Now have to register the second person and once approved can open the two new accounts. So have to go through it all again - twice, not to mention 30 days notice on one account. Did persist, but rather complicated, got thrown out a couple of times, and access is now locked for one of us. Spent considerable time trying to carry out a fairly simple task to still not be much closer. Have to wait 7 days for second registration to come through and can then try again. To be honest, so complicated will probably just close both accounts and move to a new provider, I don't have this issues with other on-line savings. I do understand the problems faced, having worked in the Finances in The City ourselves for numerous years, but this is frustrating, annoying and time wasting. We've been customers for probably 30 years, but this is so disappointing. Reviewed on: 8th April 2026

Reply from Harpenden Building Society Dear Mrs J, Thank you for taking the time to set out your experience in such detail. I'm very sorry for the frustration and inconvenience you’ve encountered while trying to close and open accounts, and fully appreciate how time‑consuming and disappointing this has been for you. I recognise that what should have been a relatively straightforward process became unnecessarily complicated, particularly around joint account access, online registration and the resulting system errors and lockouts. We are aware of these shortcomings and are working closely with our software provider to improve the system and make these journeys clearer, more robust and less frustrating for our customers. I'm also sorry that, despite speaking with our colleague, you had to spend so much time repeating steps and waiting for registrations to be approved. I can completely understand how this, alongside the notice period on one of your accounts, has only added to the frustration. Above all, I want to acknowledge and thank you for your loyalty over such a long period, members such as you, with decades of experience both with us and within financial services, provide invaluable feedback. We’re genuinely disappointed that this experience has left you feeling let down, and your comments will be used to help drive improvements going forward. Thank you again for taking the time to share your feedback so candidly and if I can be of any further assistance in this matter then please do not hesitate to contact me directly at [email protected] Kind regards, Jon Sweeting Commercial Manager Response date: 9th April 2026

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