I recently redeemed my mortgage and had asked for the surplus in my offset savings account to be transferred electronically to my bank account. When... I recently redeemed my mortgage and had asked for the surplus in my offset savings account to be transferred electronically to my bank account. When nothing arrived, I contacted Hinckley & Rugby and was told the funds had been sent by cheque instead - something I had not agreed to and which I had not received. The initial explanation I was given felt generic and didn’t address the issue, which was disappointing. However, when I was transferred to Deborah Winterton in Customer Administration, the experience changed completely. She listened carefully, understood the situation, and took ownership of resolving it. She followed up the same day to confirm the cheque had been cancelled and the funds would be transferred electronically as originally requested. Her approach was professional, patient and genuinely helpful. My positive rating is due to Deborah’s excellent service. She turned a frustrating situation into a resolved one. Read more Read less

Called into the Rugby branch today. Spoke to Neil about starting a new ISA. very helpful & informative.

My fixed rate bond has matured. The option that I have chosen was discussed with all the benefits/ drawbacks in a good professional manner that... My fixed rate bond has matured. The option that I have chosen was discussed with all the benefits/ drawbacks in a good professional manner that was easy to understand and in a helpful way. All my questions were answered. Read more Read less

Pleased that I can get to speak to a human being and everyone I’ve spoken to are friendly and seem to care about their customer.

very helpful clear information query answered on first call.

Great knowledge on the phone and very helpful

Very helpful staff when I was completing the initial application and first payment. They went above and beyond to make sure everything went smoothly.

Great service received in Rugby branch today. Neil understood my requirements and supported me through the process making it feel authentic and personal.

Telephone help from Alice about our charity account and difficulties logging on for an interest statement that she sorted out for us.