Mutual magazine Issue 2 May 2024

Issue 2: May 2024

INSIDE THIS ISSUE:

Page 8 Harpenden Connect

Page 10 LeeAnna’s Wish

Page 22

Holiday Booking Scams

How to navigate this magazine Use these icons to the next or previous page

Alternatively you can drag the corner of each page to move forwards and back through the magazine To move more quickly through the magazine, use this scroll bar to skip sections For a closer look, the magnifying glass can be used to zoom in Use this icon to make the magazine fill the whole page (Desktop only) Finally, whenever you see this icon within an article you can click to link to external content.

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Contents:

4

A welcome from Tracie Pearce

6

Our endowment fund

8

Harpenden Connect

10

Leeanna’s wish

12

Open door

14

Youth Talk

Published by Harpenden Building Society.

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Mind

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Ticket fraud

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Holiday booking scams

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Harpenden Online

Harpenden Building Society is a member of the Building Societies Association. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority.

Firm reference number: 157260.

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Some recent ISA updates...

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Q&A Zsolt Toth

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Colleague Spotlight Melanie Manship

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Global Accessibility Awareness Day

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Mental Health Awareness Week

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Smart money people

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We’d love to hear your stories...

Contact the editorial team: members@harpendenbs.co.uk harpendenbs.co.uk

Head Office: Harpenden Building Society, Mardall House, 9-11 Vaughan Road, Harpenden AL5 4HU Harpenden Building Society reserves the right to reject or accept any advertisement, article or material received, prior to publication. We reserve the right to publish and edit any article or material we receive from our members. We accept no liability for any mistakes and no liability for any third-party website and their content. harpendenbs.co.uk

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Welcome

to our second issue of Mutual magazine We hope you enjoyed both parts of issue one and I’m delighted to deliver you this new edition – and there has been a significant change to the business to let you know about…

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I felt this was the perfect opportunity

to announce to you that I am absolutely thrilled to have joined Harpenden Building Society as Chief Executive. As I write this, it is only my first week in the role, but returning to the Building Society sector feels like coming home. Especially after previously dedicating 19 years to helping members achieve their financial goals and homeownership.

I have always had a profound affinity for mutual organisations like us, where profits are reinvested into the organisation or returned to our members in the form of better interest rates or improved services.

This mutual ownership structure fosters a strong sense of loyalty and trust among our members, something I deeply value.

Despite only just beginning my journey here, I can see that our customer-centric, community-oriented approach to banking resonates strongly with me. The specialised mortgages and tailored solutions we offer, truly make a difference in the lives of our members. Our focus on great value savings products underlines our commitment to prioritising member satisfaction and providing a personalised service that sets us apart.

Helping you with advice and guidance on protecting yourselves online is really important to the team, so this issue contains helpful advice regarding online ticket fraud and holiday booking scams – all extremely topical as we (hopefully) start to head towards warmer weather! There is also an opportunity to meet two of my colleagues as well as some upcoming awareness days and weeks that we feel are important.

Our community focus and the passion my colleagues have to volunteer, help and support local projects and charities is incredibly meaningful to me. Whilst being deeply connected to the community, I am eager to contribute to an organisation that plays such a vital role. I live fairly close to Harpenden, and the proximity of our head office and branches, reflects my unwavering commitment to making a positive impact in the community where I reside.

We want to deliver helpful advice and always be topical, so if there is any subject regarding protection online or against fraud or scams, that you feel you want to know more about, then let the editorial team know. And don’t forget to send us in any stories or achievements of your own that you would like us to include in a future issue.

I would also like to pass on my thanks to my predecessor Richard Doe. Richard joined the Society in September 2021, during a very tricky period for the business, and also socially for everyone. I can see that the Society is in a very healthy position, with knowledge, experience and good teams in place across the business and it is exciting for me to begin my journey here and build upon the position we are currently in.

I caught up with the editorial team and had a read though this edition, there is some great information regarding some local projects and charities that we have supported, following on from those we included in issue one. We’ve also explained about our partnership with the Hertfordshire Community Foundation (HCF), Youth Talk and Mind.

I am genuinely excited about the opportunity to leverage my experience to contribute positively to the Society and I look forward to working together to drive growth and success, while further strengthening our ties with the local community and providing unwavering support to you, our valued members.

Enjoy reading your magazine.

Thank you.

Tracie Pearce Chief Executive

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OUR ENDOWMENT FUND The purpose of our Endowment Fund is to support children, health and local community projects primarily within the geographic areas of Hertfordshire and Bedfordshire.

During the last 12 months, we received a wide range of project applications for funding a number of worthwhile causes.

We are committed to supporting a variety of applications and each submission is assessed against specific criteria. We analyse the positive and direct impact the project will have for the local community.

All grants have been delivered in collaboration with Hertfordshire Community Foundation with whom we have had a fantastic partnership since 2009.

Our next segment will delve into three of our most recent grants to Harpenden Connect, LeeAnna’s Wish and Open Door. We will explore their story and explain how our grants have made a significant impact within the communities and for the people that these charities serve.

Find our more about HCF - Hertfordshire Community Foundation

Working alongside Hertfordshire Community Foundation, from our endowment fund we’ve recently supported:

3 application grants

£20,700

Total funding support for Harpenden Connect, LeeAnna’s Wish and Open Door

Harpenden Berkhamsted

St Albans

Supporting applications across Hertfordshire

Hertfordshire Community Foundation makes local giving easy Hertfordshire Community Foundation (HCF) is an independent charity that is dedicated to encouraging and simplifying local giving and enhancing the quality of life for all residents in Hertfordshire.

Through the generosity of individuals, families, and organisations, HCF channels donations to extend vital support to families in crisis, grassroots charities and voluntary groups. Their mission is to uplift the most vulnerable members of the community.

Over the past three decades, HCF has funded thousands of local initiatives, tackling complex social issues including domestic abuse, learning disabilities, bereavement, homelessness, mental health, and more.

HCF is not just a conduit for giving; it's a vital force that addresses the intricate challenges faced by Hertfordshire residents.

They provide access to numerous small, local charitable causes, each contributing to the betterment of our communities.

Giving & Philanthropy Grants Training & Development

And we’ve provided continued support for YouthTalk

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Publications & Research We will update you in future issues with news of Hertfordshire Community Foundation’s 2023/24 impact

HCF administer the 'Harpenden Building Society Fund’. Since its inception in 2009, this fund has made a tangible impact, supporting a number of charities and, in turn, positively affecting the lives of numerous local individuals and communities.

Hertfordshire Community Foundation’s impact in 2022/23

5,111,664 AWARDED IN GRANTS

100,000+ BENEFICIARIES

650 People ATTENDED HCF TRAINING

455+

GRANTS TO INDIVIDUALS AND FAMILIES LIVING IN CRISIS harpendenbs.co.uk

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HARPENDEN Harpenden Connect provides, operates and maintains transport facilities called Harpenden Hopper for people in the AL5 area (Harpenden, Hertfordshire). Including those who have a special need of such facilities because they are elderly, on low income, disabled, parents or guardians of young children or those living where there are inadequate public transport facilities.

Harpenden Hopper runs 5 days a week, Monday to Friday. The service, founded in 2017, is a fully functional and extremely reliable offering to the people of Harpenden. Harpenden Town Council supports the service with a leasing agreement for two modern minibuses with Harpenden Connect Limited.

The Harpenden Hopper service, covers the length and breadth of the town, encompassing the main outlying residential areas as well as an inner town loop.

The route has been designed to bring

passengers into the town centre as quickly as possible, and allows ample time for shopping, visits to the library or doctors, and then to return home.

Harpenden Hopper also works with other local charities, for example, the Harpenden Trust, Youth With A Mission (YWAM) and other community groups.

They provide local transport services to these organisations for ad-hoc social and cultural events.

Kerry Wybrow from Harpenden Building Society on a recent visit to Harpenden Hopper

Some of the positive changes this project makes include: • Continuing to provide support to vulnerable communities leading towards greater equality within the District • Enabling local people to become involved in community life • Encouraging people from different groups to come together • Reducing the volume of cars within the town, having a positive environmental impact

Our grant of £6,000 allows the charity to maintain its reserves. Harpenden Hopper face rising insurance and maintenance costs, whilst minibus leasing costs may rise due to future aspirations for replacing one of the minibuses with an electric vehicle.

Funds would also then be required to install the necessary charging equipment.

We are thrilled to be supporting a charity on our doorstep and look forward to continuing to see the Hopper bus around the town.

£6K

Funding awarded by Harpenden Building Society

Visit the Harpenden Hopper website for more details

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LeeAnna’s Wish Founder & CEO Shelley Hayles, sat next to Harpenden’s Sanja Borg from our People team. (behind) – HCF’s Major Donor Grants Manager, Nicky Stokes stood alongside Harpenden’s Society Secretary Gavin Mullen, during a recent visit in November 2023.

£7.5K

Funding awarded

by Harpenden Building Society

LeeAnna’s LeeAnna’s Wish was inspired by Cleo LeeAnna, who lost her fight with cancer in 2016. The charity was set up by LeeAnna’s sister who wanted to help achieve LeeAnna’s ultimate dream of helping people in her local community.

LeeAnna’s Wish provides support for protected groups living in and around St Albans. From grassroots level to influencing social policy, they are dedicated to combating inequality. Their principal aim is to enable those most at risk of social exclusion to develop essential life skills and access a range of services in the wider 10

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community. Their projects enable young people to develop the tools that they need to feel more confident to have their say in their own future. The charity creates safe spaces and environments where individuals can learn, play, create and develop their life skills to access future opportunities in education and work and have successful lives. Their inter-generational programmes aim to engage, empower, and promote social interaction and friendships.

Our grant of £7,500 is used towards the running and staff costs of the thriving Saturday Club that the charity runs. The Saturday Club supports children/young people aged 10-16 from in and around

The Club includes games, sport, art, and music

Saturday Club supports children and young people

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Around 30 young people attend weekly

Sopwell (an area with higher-than-average levels of deprivation). These young people are more likely to face significant challenges which may result in bullying, social exclusion and poor health. Saturday Club is provided weekly in term-time at a school in Sopwell.

Sessions are free of charge and last for 2 hours. The Club provides several activities to ensure that there is something to engage everyone. This includes games, sport, art, and music.

Saturday Club is a safe space and a welcoming, inclusive environment where participants can try new things and it’s safe to fail. Staff bring wisdom, fun, and unique skills whilst using activities as tools of engagement. Whilst the young people are engaged, staff talk informally about issues which may be impacting their wellbeing – racism, discrimination at school, emotional wellbeing, triggers etc. Around 30 young people attend weekly.

Saturday Club is provided weekly in term-time

Sessions are free of charge and last for 2 hours

LeeAnna’s Wish was a 2022 Mayor’s Pride Award finalist

They also received the Prime Ministers points of light award in 2023

The charity has other projects too, including a weekly Community Cafe, monthly Friday Night Socials, Friday Cinema Café, Empower Women’s Football sessions and numerous other community events.

LeeAnna’s Wish was a finalist in the 2022 and 2024 Mayor’s Pride Awards. They also received the Prime Minister’s Points of Light Award in 2023, and featured in a book as a result of the impact of their women’s football programme. In addition, they received a commendation for the 2023 BBC Make a Difference Awards in the Together category.

Find out more about LeeAnna’s Wish on their website

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Open Door is a community-run space that is set up to serve the community of Berkhamsted and its surrounding villages. The reach of Open Door is extensive, bringing in customers from the surrounding towns of Tring, Chesham and Hemel Hempstead.

Open Door is open to all within the community and is particularly focused on dealing with isolation and social inequality.

They provide services in their premises and in their community garden when the weather permits. Open Door has developed the range of services that it offers in direct response to the requests and feedback that come from the community.

OPEN DOOR 12

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On Berkhamsted high street, Open Door has a beautiful “secret garden” at the back of the property. It provides the perfect place for the community to meet and to engage in a range of activities that are hosted by Open Door. There is no other place in Berkhamsted or the surrounding area quite like it.

Our grant of £7,200 contributed towards phase one of Open Door’s seasonal work for their exciting ‘Community Garden Project’.

This work ensured the garden is not only beautiful and nurturing but also safe and as accessible as possible. The key purpose of the Community Garden is to provide space to bring the community together across a range of different activities, sharing the joys of a garden and of gardening.

Photos taken on a recent visit by our Society Secretary Gavin Mullen.

£7.2k

Funding awarded by Harpenden Building Society

Phase 1 of project - funding to develop the garden at the back of their property.

For many who may feel isolated or who suffer from social inequality, the garden provides the stimulation and relaxation that can really make a difference. The project was delivered in a safe and sustainable manner, working under the strapline of “Growing together”.

Open Door also hosts a range of different groups, including the Memory Cafe (for people suffering from Dementia, Alzheimer’s and other memory-related issues). They host a series of other isolation support groups, many of whom engage in activities. For example, Open Door has, for the last year, hosted a Berkhamsted

Open to all and focused on dealing with isolation and social inequality.

Community Garden - to bring people together to share the joys of gardening.

Ukrainian Community Group, plus their associated English lessons. They also have a series of food projects which not only tackle food wastage but also deal with food poverty.

Additionally, Open Door host a massively successful Repair Cafe once per month, where they not only repair and extend the life of items but contribute significantly to reduce CO2 emissions and the prevention of items going to landfill.

Find out more about Open Door on their website

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Youth Talk’s vision: Every young person can talk to someone who can help with whatever’s worrying them

Youth Talk are a St Albans based charity that has provided confidential counselling/psychotherapy to young people aged between 13-25 years old in the Harpenden and surrounding areas of the St Albans district for over 26 years. Harpenden Building Society are proud to have a multi-year funding commitment with them to provide free counselling, both online and in person, to young people with mental health issues.

In 2023, they provided more than 3,500 counselling sessions free of charge to young individuals who live, study, or work in these communities.

Since 1997 thousands of young people have trusted Youth Talk to help them.

Over the last few years all of our lives have changed. Young people in particular have faced unprecedented demands, disruptions and uncertainties, and demand for Youth Talk’s free, confidential counselling service has reached unprecedented and worrying new heights.

Youth Talk firmly believe that young people should have a safe space to confidentially express their thoughts and concerns.

Through their counselling services, they focus on early intervention, aiming to address mental health issues at their early stages and prevent them from escalating in the future.

Youth Talk’s mission: To provide the best possible mental health support to young people in St Albans and surrounding areas.

Recently Youth Talk have moved premises which has been an essential part of their five-year strategy for growth. This has provided them with the space to increase the number of young people they can support over the coming years and grow from four to eight individual therapy rooms. The impact has been instant and already seen an increase in sessions provided as well as providing group counselling sessions as well.

Donate to Youth Talk and help them to continue providing essential counselling sessions 14

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Over the next five years, some key areas of focus for Youth Talk are: 1. Growing the service • Double the total number of counselling sessions offered • Introduce a group-based counselling provision • Invest in additional counselling resource and clinical supervisors

3. Platforms for growth • Ensuring appropriate provision in IT, clinical systems and supporter database • Invest in fundraising resource • Invest in and develop a volunteer programme

2. Extending the reach • Support for 17–19-year-olds during any transition period when moving to University • Focus on encouraging under-represented groups to access the service

On behalf of Youth Talk, I would like express my sincere gratitude to Harpenden Building Society for their unwavering support over the past three years and beyond. Their dedication to support our cause has been instrumental in helping us transform and change the lives of many local young people struggling with their mental health and emotional wellbeing.

David Barker, Chief Executive, Youth Talk

Visit Youth Talk website

From a recent visit of their new office: David Barker – Chief Executive Youth Talk, Gavin Mullen and Rachel Simkin – Fundraising Manager Youth Talk.

Hear from David Barker, Chief Executive Youth Talk harpendenbs.co.uk

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Proud to support Mind This is why Harpenden Building Society thinks it’s important to support Mind’s work…

Around a third

ople of adults and young pe th said their mental heal nce has got much worse si March 2020.

say tha 42% t their fi worrying ab n their m ances will a out ffect enta than it l health mor e did the pa before ndemi c.

e One in fiekvsupport

not se adults did e pandemic during th ’t think n id d y e h because t blem was their pro ough. n serious e

source: Mind (2021) Coronavirus: the consequences for mental health

What Mind does We connect minds We provide a platform for people who care about mental health. Everything we say and do is rooted in the experiences of people with lived experience of mental health problems.

We support minds We provide life-saving advice and support when people need it most, and we equip people with the information and coping skills they need to better manage their mental health.

We change minds We speak out and demand better from policy makers & the public.

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A few examples of what Mind achieved in 2022/2023 We created

We responded to

opportunities for people to share their lived experience.

queries to our support and Information helplines.

Our mental health information was accessed

17,100

38,945

23.3 million times.

130,973

people signed up to Side by Side, our online peer support community.

Local Minds supported almost

470,000

people.

3 million people

had a conversation about mental health as a result of Time to Talk Day.

Your impact. Every £1,000 you raise could enable…

Helpline – providing an information and signposting service, when people need us most

Side By Side to remain an open, safe, and supportive space for over 20 hours, allowing around 700 people interact on the site in this time.

Local Minds – supporting people in your local communities with services such as counselling and therapies

Our Legal Line to answer 50 enquiries - so more people can understand their mental health rights and get answers that are often impossible to find anywhere else.

Information – through our website and publications

Some useful resources….

Workplace support – ensuring colleagues get the best support at work Campaigning – to improve services, raise awareness and promote understanding Side by Side – our online peer support platform creating a space for people to connect with each other

Infoline:

0300 123 3393, text 86463, info@mind.org.uk

Legal advice line:

0300 4666 463, legal@mind.org.uk

Our Infoline to answer over 125 enquiries, each response offering clarity and comfort to someone when they need it most.

10 school support sessions to be run, providing 1:1 guided self-help sessions for young people experiencing a mental health problem.

Visit Mind website Online peer support community Resources for the workplace

Harpenden Building Society is proud to support Mind as our charity of the year for 2024. If you would like to donate to our fundraising, you can do so on the link below: Donate to Mind

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TICKET

FRAUD

With summer on the way, events and concerts are fully on the agenda.

Whether it be sporting events such as the 2024 Olympics, the European Championships or headline concerts such as the eagerly anticipated Taylor Swift Eras Tour, demand for event tickets remains sky high. This demand, alongside limited availability creates prime opportunities for fraudsters to fully exploit eager consumers looking to secure tickets which often appear impossible to find.

Ticket fraud is where criminals set up fake websites or social media profiles to sell tickets for major events that are either fraudulent or don’t exist.

Victims are then left desperately disappointed that they are unable to enjoy themselves at their chosen event, whilst also being out of pocket too. Here we look into how ticket scams occur and provide tips on how you can avoid them in the future.

76,946

cases of purchase scams in first half of 2023 (includes concert tickets, holidays rentals, sporting event tickets) **

In 2023, concert ticket scams soared 529% while football ticket scams rose by 101%*

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The average loss for concert ticket scams was £110 and £159 for football ticket scams.*

£40.9m lost in first half of 2023 due to purchase scams**

Social Media Social Media provides scammers an ideal channel to target victims. In this scam, victims find someone selling tickets for an event (often sold out) on a social media platform such as Facebook Marketplace through a personal account or fan page/ group. The scammer will advertise tickets which are fraudulent and be in touch with victims (sometimes multiple) to arrange a transaction. Once money is transferred, outcomes often include: • A promise that tickets will be sent to you when your details have been provided, however they never arrive • Someone will meet you at the event on the day to hand them over, but no-one turns up • You receive the tickets; however these turn out to be fake

Common signs of social media ticket scams to look out for and how to avoid them include:

If it sounds too good to be true, it probably is Eager to get a ticket for an event?

Then a cheap deal may be so attractive you may not want to look elsewhere. From heavily discounted tickets to supposedly unmissable offers, if they sound too good to be true, they probably are. However, if you are willing to pay an extortionate price for a ticket, do not assume they are real, these can also be fake!

The seller’s profile information doesn’t add up If you happen to be in touch with someone offering you tickets, check their social profile or page thoroughly. While some

fraudsters will design their profile to come across as trustworthy, some signs could affect their credibility. Things to look out for are: • Lack of photos of themselves on the profile/page • Very few or no followers on their profile/page • They only have spam-like messages on their feed, or what they write doesn’t seem genuine The seller is pushy and relentlessly asks for payment (by bank transfer) Scammers will commonly ask you to make a payment directly to their bank account so that it becomes hard to trace. They will happily push you into a guilt trip or increase the price to get you to make that payment.

Legitimate organisations and ticketing agents would not pressure you into buying a ticket, nor would they allow a bank transfer as a payment method.

Where possible, pay by credit card for increased protection.

The seller is offering tickets that are not yet on sale If the tickets aren’t officially on sale, this means the fraudster doesn’t own those tickets yet. Before agreeing to anything, check the official event website and make sure the tickets have gone on sale.

If they are available, it is much safer to buy directly through the venue’s website or their authorised ticket agents.

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Box office

Websites Resell ticket websites are often selling tickets to shows or events that are sold out or in high demand. There are options to use, such as Twickets, Viagogo, StubHub or TicketSwap who have guarantees in place that will cover the cost of your ticket if you are scammed. However, scammers have become very sophisticated, employing advanced techniques to create convincing fake ticketing websites that deceive unsuspecting buyers by duplicating more reliable sites as those mentioned.

Similar to the social media ticket scams, people who are desperate to go to an event are drawn into paying for tickets that are unavailable elsewhere. Outcomes once payment has taken place include: • Tickets are promised to be sent to you when your details have been provided, however they never arrive • You receive the tickets; however, these turn out to be fake (fake bar codes for example) • Ticket(s) are real but have been sold multiple times to different buyers, so the first person to arrive is granted admission and the others get turned away. This is becoming more common due to the increased use of QR codes and e-tickets.

For more information on ticket fraud, visit the Take Five website

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Consider these tips to help ensure the tickets you buy on resell sites are the real deal so you can attend that concert, festival or sporting event.

Star Member It is always safest to book tickets through official sellers that are members of the self-regulatory body the Society of Ticket Agents and Retailers (STAR), as anything else could be a scam. STAR also offers a service to help customers resolve outstanding complaints.

Check site is secure and beware of duplicates Make sure the website you purchase tickets from is secure. Look for the padlock symbol in the browser window. The web address should begin with ‘https’ (the ‘s’ stands for secure) and if you’re using the latest version of your browser the address bar should turn green as well. Check the URL address too as subtle changes can indicate that it’s fraudulent, for instance using a zero instead of an ‘O’.

Fraudulent websites can often be very sophisticated and sometimes look almost identical to the real thing. Do as much research as you can to ensure that the provider you are buying from is who they say they are. Check for contact and address details, grammar and quality of images. You can also use various URL checkers online to see if a website is safe and legitimate.

If possible, only buy tickets from the venue’s box office, the promoter, an official agent or a well-known and trustworthy ticket exchange site.

Check reviews Check for customer reviews of online ticket retailers on sites such as Trustpilot. Be wary of duplicated comments as this could indicate a company isn’t genuine. Equally a lack of reviews could be a warning sign.

Protect purchases by paying via credit card If you use your credit card to buy items costing more than £100 (up to £30,000), you’re covered if something goes wrong with your purchase. This gives you an extra safety net if your tickets don’t arrive.

Check ticket details Check all ticket order details before confirming payment – including the date, price, event name and location – to make sure they are accurate. It sounds obvious but often people can get scammed by buying tickets for an event on a date which isn’t taking place.

Check emails and keep receipts You should receive an email booking confirmation when purchasing tickets from a trusted website. If you do not receive any booking confirmation (check junk mail too), this can often be a red flag to suggest you may have been scammed.

If you do receive a booking confirmation email, check this thoroughly for anything suspicious e.g. sender address, content lacking detail or incorrect grammar, links not working. In addition, keep all receipts, email confirmations and statements safe in case any problems occur down the line.

Have you been a victim of ticket fraud, report it to Action Fraud *https://www.thisismoney.co.uk/money/ beatthescammers/article-12850049/From-TaylorSwift-tickets-Uggs-major-bank-lists-hot-scamtrends-2024.html ** UK finance 2023 halfyear report - https://www. ukfinance.org.uk/policy-and-guidance/reports-andpublications/2023-half-year-fraud-report

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H LIDAY BOOKING SCAMS

For many, our holidays are the most important part of any year. Whether it be that dream holiday you have been saving years for, or just a short break to get away from it all, we all get excited about going away. More often than not, we end up booking our entire holiday online. Despite this being a quick and easy way to book everything, it is a prime opportunity for criminals to take advantage of your desire to get away.

Criminals often set up fake websites offering ‘cheap travel deals’ which are used to obtain your money and information.

Websites may look like that of genuine organisations but subtle changes in the URL can indicate that they are fraudulent.

You may also be directed away from secure payment channels to ‘avoid missing a booking’ to pay via bank transfer or through fake payment pages. The tickets advertised may be fake or not exist.

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You may also receive phishing emails advertising “too good to be true” offers or prices for package holidays or flights.

When the link contained is clicked, you’re directed to a fake website designed to obtain your personal and financial information.

Flights and packages If you’re booking a package holiday through a company, you can check if they’re an ABTA member by looking for the logo on their website. Furthermore, you should go to the ABTA website and verify their membership. If the package also includes flights, you can go to the ATOL or Civil Aviation Authority (CAA) website to check if you are protected, and if that company is an ATOL holder.

Booking accommodation Criminals can expertly design websites that seem professional and convincing, using images of luxury villas and apartments that don’t exist to convince you they’re trusted and genuine.

Make sure you do your own research before booking. Before paying online or providing any confidential details, type in the website address you know to be correct (instead of following a link) and ensure the payment page is secure (begins with ‘https’ and has a locked padlock in the browser window frame).

Timeshare scam Criminals make offers of free holidays to entice people to sign up to their timeshare scams. With this scam criminals encourage you to attend seminars where you are pressured into committing to a timeshare scheme or holiday club and asked to sign a contract. The criminals offer too-good-tobe-true prices and perks before pilling on the pressure to make you sign. Later they charge extortionate fees and the schemes are difficult to get out of.

Find information on booking and paying for holidays and travel online with safety and confidence.

Top tips for booking your holiday • Check reviews on Tripadvisor or similar sites.

• Check the accommodation actually exists by finding it on Google Maps.

• If you’re booking accommodation via Airbnb, always keep communications and payment on the Airbnb platform, and don’t be tempted off it as this may indicate an attempt at fraud.

• Never pay by bank transfer. Paying by credit card means more chance of getting your money back if something goes wrong.

• Check that travel agents and tour operators you book holidays and travel through are members of trade associations such as ABTA or ATOL, by checking on these bodies’ websites.

• Enter the address of the website you plan to book a holiday through, at www.getsafeonline.org/ checkawebsite to check if it is likely to be legitimate or fraudulent.

• Keep confirmations and payment receipts, and check bank / credit card statements for irregular entries.

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Holiday cancellation refund scams Another holiday scam to watch out for is that of holiday refund scams which continue to be a target for fraudsters.

Having your flights or holidays cancelled by flight operators and travel companies can be stressful, even more so when you’re seeking a refund. Criminals use these opportunities to defraud people in a number of ways, including via phishing emails, ‘spoofed’ calls or social media posts or ads.

Phishing emails Criminals send out phishing emails advising people how to claim refunds with links leading to fake websites that are used to steal personal and financial information or to infect your device with malware. These emails may appear to be from airlines, banks, travel providers or other trusted organisations using official branding to convince you they’re genuine.

TIP:

Check for bad grammar, urgent demands, inconsistencies in email address or domain names and suspicious attachments.

Spoofed calls Criminals call you pretending to be representatives/’refund agents’ from impacted organisations, or from your bank claiming they can help you get an immediate refund if you provide them with your bank details. You may be asked to pay an upfront fee as payment for handling refund claims. Once your bank details have been shared with the criminal, you fail to receive your refund and they will have access to your money.

TIP:

Never give out personal or bank details over the phone.

Social Media Criminals can create fake social media accounts imitating that of real organisations, often claiming to be able to assist with refunds/claims. The links contained in the posts ultimately divert you to fake websites that require your personal and financial information in order to proceed. However, once your details are entered you fail to receive any help and could subsequently become a victim of a scam.

TIP:

Fully check the legitimacy of a social media account such as their followers, interactions, activity and verifications before interacting with them.

Don’t let yourself be rushed or pressured.

Scammers may try to create a false sense of urgency in their attempts to trick you – be cautious of this. If in doubt, don’t proceed.

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In 2022/23

6,400

There were 6,400 reports of holiday fraud and £15 million lost to scammers*

Average loss per victim last year was

£2,372

44%

of all holiday fraud reports came from people aged in their 20s or 40s*

*Stats from Action fraud- https://www.actionfraud.police.uk/

Tips for your holiday to avoid being scammed Before you go overseas • Make sure your card company has your up-to-date contact details, including a mobile number. If your card company detects unusual spending patterns on your card they may try to contact you to check that the transactions are genuine – they could block your card from being used until they can get in touch with you.

• Ensure you have your card company’s 24-hour telephone number with you, in case you need to contact them because of any difficulties.

• Only take cards that you intend to use; leave others in a secure place at home.

• If your cards are registered with a card protection agency, ensure you have their contact number and your policy number with you.

• •

When you are overseas • Don’t let your card out of your sight, especially when making purchases in restaurants and bars.

• Don’t give your PIN to anyone – even if they claim to be from the police or your card company.

• Shield your PIN with your free hand when typing it into a keypad in a shop or at a cash machine.

• Be as careful as you are at home when using your card and cash.

• Look after your belongings at all times – especially your passports, wallet, purse, visas, bank account details, tickets and hotel booking information.

When you get back • Check your card statements carefully for unfamiliar transactions. If there are any, report them to your card company as soon as possible.

• Check your bank account balance as regularly as possible to make sure that you are aware of any funds that have been withdrawn from your account without your authorisation.

If you lose money to fraud, always report it immediately to your bank, as this will increase your chance of getting your money back and the fraudster being traced. Also report it to Action Fraud, the UK’s national fraud and cybercrime reporting centre, on 0300 123 20 40 or at www.actionfraud.police.uk. In Scotland, report fraud to Police Scotland by calling 101.

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Harpenden Online

Harpenden Online is a simple and safe way to manage your account(s) online, wherever you are. Register for Harpenden Online to enjoy the convenience of:

Account opening and access to our online savings products

24/7 access to view your accounts on any device

Request payments to your nominated account

Check your interest rates and account information

Update your personal contact information

Opt in to receive our marketing email communication

Securely communicate with our Member Services Team

Our savings products available to open within Harpenden Online are subject to availability and change.

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SOME RECENT

£20K

Maximum savings per tax year

18+

6 April – 5 April Each tax year

Aged 18+ to apply for a Cash ISA

From 6th April 2024, the government and HMRC have updated ISAs to make them simpler to manage and allow more flexibility and choice for savers and investors. Below we outline the main changes that have been made as this may impact you if you currently hold an ISA or are thinking about opening one.

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ISA – tax free – receive 100% of interest earned

£££

Option to save £s to one of each type of ISA each tax year

Transfer of money

UPDATES...

Individual Savings Accounts (ISAs) are an excellent and valuable way to get more from your savings, as they’re tax free and don’t count towards your Personal Savings Allowance.

100%

Age

Age Increase: The minimum age to open an adult ISA has been raised from 16 to 18 years old. Junior ISAs are still available up to 18 years of age. Some providers might offer an account to 16- and 17-year-olds (those born between 6th April 2006 and 5th April 2008 can open one cash ISA before they turn 18).

X Multiple ISAs

Pay into multiple ISAs in the same tax year: Under the new rules, you are permitted to split your £20,000 allowance across multiple ISA products and financial institutions. Please check with your provider and the T&Cs of your ISA account to check you are eligible to do this.

Partial ISA transfer of current and previous years money: From 6th April 2024, you can move part of your current years money, (i.e. if you’ve paid £15,000 in and want to move £10,000 to a new provider). Please check with your provider for any restrictions they may have on transferring ISAs. They may apply a charge for you to transfer.

You can find our ISA transfer authority form on the link below.

ISA form

Declaration: From 6th April 2024 an ISA declaration is no longer required if you have had a break in subscriptions from one tax year to another (i.e you pay in 2022/23 but miss 2023/24).

Please check with your provider to see if they require a declaration.

ISA allowance 2024/25 One area to note that isn’t changing in this tax year is your annual ISA allowance. As with previous years, the maximum amount you can invest in ISAs in a single tax year is £20,000.

This allowance applies regardless of the number of ISAs you open.

Junior ISAs have a lower annual limit of £9,000.

Did you know?

• Tax-free means you will not pay income tax on the interest you earn • Tax benefits are subject to change and individual circumstances • ISAs will be operated in accordance with the appropriate Income Tax Legislation (‘The Government’s rules’).

The Government is responsible for the tax treatment of ISAs and for how long the favourable tax treatment will be maintained.

For more information on our ISA’s, view our T&Cs For more on your Personal Savings Allowance, view our FAQs View our ISA transfer authority form

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With our IT Support Analyst

Zsolt Toth What are the main priorities within your role?

What are the biggest challenges you face?

the Information security resilience of the systems infrastructure. It involves ensuring that systems are working smoothly and efficiently for all users within the Society.

Probably the biggest challenges in IT in the recent years, is cybersecurity. Personal data has become many businesses’ most valuable commodity and we are seeing nefarious activity, such as malware, ransomware rise.

What changes or improvements have you seen in your time at Harpenden BS within IT?

Where do you want to see IT at Harpenden BS at the end of 2024? And is there anything new to come this year?

We have significantly reduced our on-premise servers with our cloud service provider. Moving critical business systems into the cloud, has enabled us to reduce our carbon footprint, greatly improve our resilience and improve our ability to adopt new technologies.

We have several projects on the radar for 2024 such as continuously improving our core banking system and its integrations with the online banking portal. These new improvements will enhance the user experience for our members.

My primary responsibility is monitoring

We have also upgraded our phone system which was a huge benefit for our members and colleagues. It is far more resilient and easier to navigate when engaging with our members.

What do you enjoy most about your role?

IT is a never-ending learning experience.

There are always new technologies emerging daily which are fun to learn.

I thoroughly enjoy working with my colleagues. Harpenden BS has a very welcoming atmosphere that encourages me to go to work every day.

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What trends within the world of IT do you think will happen in 2024 and beyond?

Without a doubt, Artificial Intelligence will dominate the IT world in 2024 and beyond. As companies continue to invest in AI, we will see major improvements in software like ChatGPT or Google Chrome`s Bard or Samsung`s latest AI assistant in their newest phones. People will slowly adapt and soon it will became an everyday tool which will significantly improve productivity.

What type of online scams should our members be most wary of?

organisation directly yourself using official channels.

There are increased numbers of text message-based scans known as smishing.

The most common texts appear to be from Royal Mail, HMRC or different parcel courier companies (Evri ,DHL etc.)

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Government entities will never ask for your bank account details, personal information or send you notifications by email or text so never supply them. The same concept applies for the fake courier messages.

Scammers try to quickly gain your trust.

They aim to pressure you into acting without thinking.

If a message or call makes you suspicious, stop, break the contact, and consider the language it uses. Scams often feature one or more of these tell-tale signs. Here’s a few more pointers to look out for to help you stay safe from smishing scams...

1

Message from an unknown number

Most organisations protect their ‘Sender ID’ so text messages should be from ‘HSBC’ or ‘Royal Mail’ instead of a generic phone number.

Don’t always trust the number as Sender ID names can be hijacked on smartphones.

If in doubt, contact the organisation directly using a verified number from their official website.

2

Requests for payments or details

Genuine organisations rarely ask you to pay or make account changes via text message without first logging into your account. If you’re being asked for sensitive information, it’s best to contact the

Fake website address

Does the website address match that of the organisation? Make sure the website link belongs to that of the organisation’s official domain, such as gov.uk for a government organisation like the HMRC. Always look up an organisation’s details independently to double-check the details.

4

Spelling errors and odd wording

Banks, government departments and couriers will rarely make spelling or grammatical errors. If the message doesn’t make sense, it’s a strong giveaway that it’s a scam.

What further advice would you give to our members to stay safe online?

• Use a different strong password for all your email accounts, bank accounts, shopping sites etc.

• Avoid using easily guessable passwords, such as date of birth or pet names.

• Where available, always use 2 factor authentication.

• Make sure to always update to the latest software version whether, you are using Android, Apple, Microsoft or any other device. Check for software and application updates regularly.

If a member feels they have been victim to an online scam, what should they do?

If anyone feels they have been scammed, the first thing is to report to their local police or contacting Action Fraud on 0300 123 2040. In the case of financial scams, always contact your bank as they might be able to refund the amount.

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COLLEAGUE SPOTLIGHT

Annual General Meeting (AGM) 2024

Senior People Business Partner

Melanie Manship How did you end up working in the sector you do?

What do you enjoy most about working for Harpenden BS?

I worked for BT in their facilities team at the time. Suddenly, there was an urgent need for another person to help in the Personnel team, due to relocation of staff out of the London offices to Hemel Hempstead. Over 30 years later, I am still in HR!

The people here are a great bunch and make coming into work a real pleasure.

What do you love most about your role?

Working with people.

I enjoy building relationships with people, helping to coach, guide and advise colleagues on how to manage difficult situations, whether that be in work or in their personal lives.

What recent successes have you and your team achieved?

I am very proud of how my colleague Sanja Borg, (People Team Administrator) and I have made a smooth transition to becoming a team of two. It’s been a lot of work, but we see ourselves as the dream team now.

What advice would you give someone who was wanting to go into your line of work?

Yes, it can be busy, yes it can be stressful, but I have never once thought I need a change of career.

You need to be thick skinned and do not take things personally. HR are not always liked as you have to feedback to people things they do not necessarily want to hear or deal with.

What are the biggest challenges that your role entails?

What is something fun you like doing outside of work?

Time! I juggle so many different things at once and trying to fit certain bits of work into a particular timeframe can be a major challenge. There really is never enough time in the day.

I love to travel, in this country and abroad.

My son and I have been fortunate enough to travel to over 20 countries together. I also enjoy going to the theatre, cinema, walking, festivals, exhibitions, socialising with friends and family.

Who is your role model?

I don’t really have a role model. However, I have been a single parent to my son since he was 4 and now he is 20. I hope I have been the best role model to him.

I have tried to help him achieve things in challenging situations and learn it is possible to accomplish big things if he wants to, and also let him experience many different places, countries, and events in his life already.

Do you have a favourite quote?

I have two; “everything happens for a reason” and “what goes around comes around!”

If you could work in one other department for the day at Harpenden BS where would you go and why?

I would love to work in every department for a day and to understand the process each department has and how it fits in with another department.

What is something unique about you?

We would like to thank all our members who participated in the 2024 AGM on Friday April 19th.

You can view the results of the resolutions on our website where you can also read the questions/comments raised by members and the responses provided by the Board as well as our Annual Report & Accounts for the year ended 31st December 2023.

We would like to thank our members for the overwhelming support you gave to the Board’s recommendations. This year 1131 members voted and as a direct result of your participation, the Society will be making a charitable donation of £2,262 to our Charity of the year, Mind.

You can view the results of the resolutions on our website.

I am very spiritual and not many people know this, but I read tarot cards.

What is the best advice you’ve ever received?

Don’t ever look back on life and regret not doing something.

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What is digital accessibility?

What is Global Accessibility Awareness Day? Thursday 16th May is Global Accessibility Awareness Day (GAAD).

This is an awareness day focusing on the inclusive practice of making digital products accessible. Increasing the usability and accessibility of digital products like websites, mobile applications, and other online tools is vital as everyone needs to have access to the same information regardless of ability or disability.

The awareness day was launched in May 2012 by Los Angeles based web developer Joe Devon and has attracted the attention of companies including Facebook, Google, Microsoft and Apple, who work constantly to create and develop accessibility features on their platforms.

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There are 14.1 million disabled people in the UK, which is around 1 in 5 people of the population.

Digital accessibility is the practice of removing barriers on any digital platform such as websites and apps, thus making them as user friendly as possible.

Ensuring that everyone can access, navigate, and interact with these digital products in some way. Someone with a disability must be able to experience web-based services, content and other digital products with the same effective outcome as those without disabilities.

Digital accessible platforms can also help people without disabilities. For example,

people using mobile phones or those with slower internet connections will benefit from an accessible website or digital product. It is essential that websites and technologies are designed with good user experience principles so people can: • Understand and interact with the web • Contribute to the web

Accessibility is essential for some, but useful for all.

Access to information, including the web, is defined as a basic human right by the United Nations.

How it all began...

The story of GAAD originates from a single blog post in 2011 penned by co-founder Joe Devon. In the post, the GAAD co-founder discussed many ways the tech industry and web development are underdeveloped when it comes to accessible design.

In this article, Devon challenged everyone, including himself, to think deeper and more deliberately about how a more accessible internet can look. The post proclaimed the third Thursday of May as the official Global Accessibility Awareness Day, and so it all began.

After witnessing his father struggle with complicated banking sites due to impaired vision and hearing, Devon was inspired to write the article titled GAAD: CHALLENGE: Accessibility knowhow needs to go mainstream with developers.

GAAD continues to lead tech down a more accessible pathway for internet users, as well as educate tech leaders and teachers on how to encourage more accessible workspaces and classrooms for all.

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The goal

Is for everything to be accessible by default and to get everyone talking, thinking and learning about digital (web, software, mobile, etc.) access or inclusion, as well as people with different disabilities. Encouraging others to think and learn about it. Next time you are on a website, take a look and see if you think the site is as accessible as it could be.

Some Common Accessibility Failures found on homepages of websites...

Low contrast text is the most common accessibility issue

The most common impairments affect hearing, vision, motor, and cognitive skills.

What is Harpenden doing for online Accessibility?

In June 2023, we launched the UserWay accessibility widget on our website. The UserWay widget is a high calibre tool which ensures our website is accessible with coverage that addresses the needs of the broadest range of disability profiles including blind, visual impairments and colour blindness, motor, cognitive, dyslexia, learning disabilities, seizures, epilepsy and ADHD. This accessibility tool is clearly located in the top right of the screen when you visit our website. Even if you do not have any accessibility demands, we encourage all visitors to have a go at using it to explore the different features and see it in action.

This will further help you gain a greater

understanding of the different features and profiles of accessibility needs that are required from a digital perspective.

If at any point during your relationship with Harpenden Building Society you encounter any communication difficulties or have any vulnerabilities that you would like us to be aware of, please do not hesitate to contact us and we will document this on your personal records.

If you do make us aware of any additional requirements or adjustments, this will help us to provide a level of service that will enable your relationship with us to run smoothly.

One billion

people worldwide are living with disabilities/impairments affecting vision, motor, hearing, and cognitive skills.

Another common accessibility failure is missing links on a web page.

A whopping 60.9 errors are seen per home page.

In 2020, WebAIM analyzed one million home pages for accessibility issues and content and statistics are taken from WebAIM Million Report available via: https://accessibility.day website

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13 -16 Mental Health Awareness Week is an ideal time for us all to think about mental health, tackle stigma, and find out how we can create a society that prevents mental health problems from developing and protects our mental well-being.

Occurring annually, it’s the biggest opportunity for the UK to come together to focus on getting good mental health.

The week aims to tackle stigma and help people understand and prioritise their and others’ mental health.

Being active is important for our mental health. But so many of us struggle to get enough exercise. We know there are many different reasons for this, so this Mental Health Awareness Week aims to help people to find moments for movement in their daily routines.

Going for a walk in your neighbourhood, putting on your favourite music and dancing around the living room, chair exercises when you’re watching television – it all counts!

Physical activity is not only good for your body, but it’s also great for your mind.

Being active releases chemicals in your brain that make you feel good boosting your self-esteem and helping you concentrate as well as sleep well and feel better. Not bad for something many of us can do for free!

Being active doesn’t have to mean taking out an expensive gym membership or running marathons.

Finding an activity you enjoy can give you a goal to aim for and a sense of purpose. It can also be a great way to meet people, have a break from daily life and gain confidence.

Other benefits include:

THIS YEAR OUR THEME IS:

• Less tension, stress and mental fatigue

The great outdoors

It’s even better if you’re able to get active outdoors. Research shows that being in nature can make us feel happier, feel our lives are more worthwhile, and reduce our levels of depression and anxiety. Nature doesn’t have to mean forests or national parks either: walking to a local common, visiting a friend’s garden or simply noticing trees and flowers planted by the roadside can boost your mental well-being.

For some of us, it can be hard to be active, perhaps because we have a mental or physical disability or health condition. Our tips below on things to consider before starting exercise may help. The NHS has advice about getting active if you have a disability or health condition, with tips on building activity into your day and finding accessible activities and classes. Exercising with a disability can be frustrating if you’re not able to do the type of activity you want to, or are used to be able to do, but it’s important to work with your body.

How active do I need to be?

Any amount of physical activity is better than none. Finding an activity you like and are able to do regularly is more important than pushing yourself to do something you don’t enjoy. You could try brisk walking, mowing the lawn, dancing, swimming, following an exercise video or online class, trying a new sport or anything that gets your body moving.

Here are some helpful resources regarding Mental Health Get involved with MHAW Explore Mental Health – A-Z of topics Using exercise to look after your mental health

• A natural energy boost • A sense of achievement • More focus and motivation

Mental Health – How to guides

• Feeling less angry or frustrated • A healthy appetite • Having fun 38

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SMP - leave a review/reviews received/

SMP - leave a review/reviews received/ Here’s what some of our members have said about us this year…

“They took the time to explain account options and rates.

Really great, friendly and efficient service” “Pleasant, friendly, knowledgeable staff”

With over 1 million customer reviews, Smart Money People is the UK’s dedicated financial services review site. Smart Money People is where people can read and leave reviews for financial services companies. By reading these reviews, both individuals and businesses can make more informed decisions about who to trust for savings, mortgages, insurance policy, credit card, loan, or pension.

“Always friendly, always helpful, always have time for you.

Nice to have a personal touch and have someone to speak to if you have any queries” “Most helpful regarding savings, with the customer at the forefront at what they do”

Your feedback could win you £100 in our prize draw* We’re always looking at ways to improve our service for our members, so if there’s something you think we could do better, or would like to see more of, or you think we’re doing really well we’d love to hear from you.

We’d really appreciate if you could take the time to review your experience with us on the Smart Money People website. All feedback is reviewed by our management team so any feedback, big or small, will help provide us with valuable insight and ensure that we can continue to provide a personal service to you.

Sometimes it is often the small things that make the big difference!

Leave us a review 40

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4.57 Based on 243 reviews

5

81%

4

8%

3

4%

2

1%

1

6% Smart Money People score correct as at 25th April 2024.

*Prize draw terms and conditions apply see page 43 for full details.

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A little bit of housekeeping…

In addition to any regulatory communication we may send you regarding your savings account(s) or mortgage we deliver two categories of email communication to members…

WE’D LOVE TO HEAR YOUR STORIES… We welcome our members to send us any stories to include them in future editions… send our editors any of the below: • Any activity of your fundraising achievements

Send us your content, details and any photos or images… we’d love to hear from you.

• Any volunteering or community support you have provided

Contact the team: members@harpendenbs.co.uk

• Do you have any advice you want to provide and inform to other members?

Or any specific advice or content you would like us to talk about? Maybe protection online or digital advice…

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Or via post: Editorial team, Harpenden Building Society, Mardall House, 9-11 Vaughan Road, Harpenden AL5 4HU

Membership messaging

Issue 2: May 2024

INSIDE THIS ISSUE:

Page 8 Harpenden Connect

Page 10 Leeanna’s Wish

Page 20

Holiday Booking Scams

Marketing campaigns

Saving with us...

Everything you need to know

Visit us at harpendenbs.co.uk 24689_Everything You Need To Know Booklet.indd 1

• Mutual e-magazine • Membership email campaigns • Improvements or upgrades to our service to members • Customer surveys • Opportunity to review on Smart Money People • Changes to existing accounts or how they operate

• Can include promotion of our products • Product launches and criteria changes

1

26/03/2024 09:52

• Why are you receiving the e-magazine?

• How regular is each issue?

Visit Mutual section of our website

• Can you unsubscribe? *Smart Money People - prize draw Prize draw terms and conditions: There is no cost to be in with the chance of winning £100; simply complete the online feedback form including your contact details, or alternatively you can complete a form after receiving a service in one of our branches. The email address or phone number you provide may be used by us to respond to your reviews, so we can further improve your experience with us, but will not be used for marketing purposes.

The prize will be allocated by cheque on a monthly basis and the winner will be notified by email or telephone within five working days. The closing date for completed feedback is the 26th of the month prior to the draw e.g. 26th February will be the closing date for the draw in March. The winner’s identity will remain confidential unless you give explicit consent otherwise. You must be aged 18 or over and entries are limited to 1 per customer, per month.

Employees and board members of Harpenden Building Society are not eligible to enter. harpendenbs.co.uk

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