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Donian

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Review of the Harpenden Building Society, Savings:

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More detailed clarity needed - Open an ISA

The process was unclear; firstly the ISA product stated "PAYMENT OF INTEREST - Payment Type Into My Savings Account". I had to clarify that this meant the ISA savings account I was opening and NOT my existing savings account. ie; the interest will become part of the ISA. Then once opened, the acknowledgement letter stated "Your current variable rate of interest...", when in fact it was a Fixed rate of interest. Thirdly, the whole process of making an ISA Transfer into the HBS ISA account was cumbersome; it was not an electronic process, so a form had to be completed by hand. It was then not clear where the form had to be sent. eg; by email or a visit to the branch or by post to Head Office. In the end I sent it by email and also took it to the branch. To be fair, it was processed very quickly but still not sure if it was the email version or the hand delivered version that was acted upon. The process just needs a little more attention to detail. Reviewed on: 2nd September 2024

Reply from Harpenden Building Society Hi Donian, Thank you for your feedback and I'm sorry to understand that you have been disappointed with the process of opening your account and the ISA transfer process. I can empathise with your frustrations around the process and we are working hard with our software provider to enhance the user experience and we are confident that this will improve. I am pleased to understand that the end result was good, but take on board that there are improvements to be made. If we can be of any further assistance to you in this matter please do not hesitate to contact me. Kind regards, Emma Sinclair Senior Savings Operations Manager Response date: 6th September 2024

Review of the Harpenden Building Society, Savings:

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Easy to apply

Good interest rate and on the trusted moneyfacts site. Application was easy to complete and submit. Just a little apprehensive about what the IT online account will look like compared to larger banks and BS's, especially the bit about withdrawls. Reviewed on: 10th November 2023

Reply from Harpenden Building Society Hi Donian, Thank you for your feedback, and i'm glad you found the application process easy to complete. We're confident that you will be able to transact as easily as with other Building Society's, however if you do have any questions then please do not hesitate to contact me at [email protected] Thanks again for your feedback, it is appreciated. Jon Sweeting Commercial Manger Response date: 13th November 2023

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