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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.49 (391 reviews)

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4.58

Based on 391 reviews, last reviewed 12th Dec 2025

83% increase in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

78%

Latest highest rating:

5

Phenomenal completion team! I wanted to make a special effort to say how fantastic Callum and Danielle in the completions team have been. Phenomenal customer service and really w... Read more Reviewed on: 12th December 2025

Latest lowest rating:

1

Slow, poor value and unhelpful Took 8 months to arrange a remortgage, response to any communication always exceptionally slow and often asked to provide the same information multipl... Read more Reviewed on: 24th May 2024

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About this product

Hinckley & Rugby Building Society only provide new mortgages that are arranged through a mortgage broker.

Hinckley & Rugby Building Society have partnered with the Mortgage Advice Bureau. They provide mortgage guidance searching through over 90 lenders to find you a lender.

Hinckley & Rugby Building Society mortgage reviews help you find out what it’s really like to be a customer. If you’ve used Hinckley & Rugby Building Society before, you can also leave a review and share your experience.

Hinckley & Rugby Building Society Mortgages reviews (391)

Review of the Hinckley & Rugby Building Society, Mortgages:

Compliance issues, GDPR Breaches and incompetence

I’ve never written an online review but felt this necessary. I recently had the misfortune of dealing with Rugby Hinkley for my mortgage (which I now have with them), and the experience was and currently is, nothing short of a nightmare. From GDRP breaches to flat-out lying! If I could give them zero stars, I would. From start to finish, their ineptitude and lack of professionalism left me questioning how such a company could still be in business. Firstly, the communication was abysmal. My inquiries [via my broker] fell into a black hole, never to receive a timely or coherent response. Phone calls went unanswered, emails were ignored, and the few times I did manage to get my questions answered, they seemed clueless about my file. It was as if their left hand didn't know what the right hand was doing. Not only that they sent me confidential documents of another mortgage application that had nothing to do with mine. I replied to that email to let them know and I simply got a reply “Ignore that email” – Talk about a GDPR breach! The incompetence extended to the handling of my application. Documents were lost, information was incorrectly recorded, and I was constantly asked for the same information multiple times. It was a frustrating and time-consuming process that left me wondering if they even understood the basics of mortgage processing. Not only that the exchange was pushed back and back due to lost files. On the last day, I had a deadline to send them a direct debit mandate that was sent months prior, during the initial application process. This was hours before my 4pm deadline [or the exchange and completion were not going to happen] which would have caused the whole chain to collapse. I took two days off work to babysit their ineptitude and excuses. The sellers of the property managed to get hold of my number [not the done thing] so we could try and work together to work this out. But perhaps the most infuriating part was the lack of transparency. Claiming they had not received documents when I had proof from my solicitors. Quote from my solicitor “In 13 years as a mortgage solicitor, I’ve never seen anything like this. I will be recommending clients stay clear of them.” It's a blatant lack of integrity that I find utterly unacceptable. To add insult to injury, the exchange and completion process was a disaster. Dates were missed, causing unnecessary delays and putting my entire home purchase in jeopardy. It was clear that Rugby & Hinkley had no regard for their customers' time or the gravity of the financial decisions we were making. I cannot wait until my two years is up to change provider. In summary, dealing with Rugby & Hinkley was a regrettable experience that I wouldn't wish on my worst enemy. Their incompetence & lack of communication, make them a prime example of what's wrong with the mortgage industry. If you value your time, money, and sanity, I strongly advise you to steer clear of this company. There are plenty of reputable mortgage providers out there – Rugby & Hinkley is not one of them. UPDATE 1: I didn’t post this when I originally intended to as I felt the dust had settled and I would gain anything from it. However, since then my first payment was due to come out on the 15th of January and it didn’t. A few days later I had a letter from R&H claiming I didn’t send them my mortgage direct debit mandate. How is this even possible? To exchange the property they required it and my solicitor sent it to them on the final day (for the 4th time) they now have 4 direct debit mandates! And official correspondence to my solicitor stating that they have received it. UPDATE 2: The saga continues. I’ve now received an email from their completions department from a ‘Lending Support Officer’ stating that I owe £849.60 in interest because I didn’t set up a direct debit mandate! I am seeking legal advice to get out of the mortgage and transfer to another company on the grounds of compliance issues and GDPR breaches. Reviewed on: 24th February 2024

Reply from Hinckley & Rugby Building Society We are very sorry that you were unhappy with the service provided. We are taking this feedback seriously and will be in touch with you shortly. We hope that we will be able to provide more context around the processing of your application, and answer any questions you may have. Response date: 26th February 2024

Phenomenal completion team!

I wanted to make a special effort to say how fantastic Callum and Danielle in the completions team have been. Phenomenal customer service and really went above and beyond. Reviewed on: 12th December 2025

H&R have a fantastic common sense approach to lendin...

H&R have a fantastic common sense approach to lending and underwriting. They never make you feel like you are just corresponding with a portal. The whole experience was excellent and I couldn't recommend them any higher. Reviewed on: 12th December 2025

Fantastic customer service

I was advised to get an offset mortgage at a time I was going through a divorce but the finances weren't settled and I would get money for a deposit that I could pay in with fewer penalties. That was in 2012. I have stayed because 1, it made sense financially with the offset and I had flexibility.2, the customer service is the best I have experienced in any company. I can leave a message and you call back. I get to talk to a human being who seems genuinely interested. It is the customer service that kept my business Reviewed on: 28th November 2025

Reply from Hinckley & Rugby Building Society Hi Rowena. Thank you for sharing your experience. We’re delighted to hear that our offset mortgage advice in 2012 provided the financial flexibility you needed during a challenging time, and that it has continued to serve you well. It’s especially wonderful to know that our customer service has made such a lasting impression. Providing personal, attentive support is at the heart of what we do, and we’re thrilled that it has contributed to your loyalty over the years. Thank you for trusting Hinckley & Rugby Building Society — we truly value your continued support. If you would like to help shape the future of our services, maybe you would consider joining our Member Panel. You can find out more and register your interest here: hrbs.co.uk/member-panel Response date: 4th December 2025

excellent service for my first case

excellent service for my first case Reviewed on: 17th November 2025

Reply from Hinckley & Rugby Building Society Thank you for your feedback. We’re delighted to hear that you received excellent service on your first case. It’s great to know your experience started off so positively. If you need any further support, we’re always here to help. If you would like to help shape the future of our services, maybe you would consider joining our Member Panel. You can find out more and register your interest here: hrbs.co.uk/member-panel Response date: 26th November 2025

Smooth process from start of application to finish

Smooth process from start of application to finish Reviewed on: 5th November 2025

Reply from Hinckley & Rugby Building Society Hi Julie, I am pleased to hear that your mortgage application process was smooth from start to finish. We really value and appreciate your feedback and thank you for taking the time to provide this to us. If you would like to help shape the future of our services, maybe you would consider joining our Member Panel. You can find out more and register your interest here: hrbs.co.uk/member-panel Thank you again and our best wishes to you! Response date: 6th November 2025

When my partner got arrested as couldn't return to t...

When my partner got arrested as couldn't return to the joint property the people I spoke to were absolutely amazing. With me every step of the way and so reassuring. Reviewed on: 30th October 2025

Reply from Hinckley & Rugby Building Society Hello Sarah Thanks for taking the time to pass on your feedback about the service you received from our team. I am very pleased to hear that they were able to assist you at a difficult time, and offer you the reassurance you needed. Please do not hesitate to contact us should need any further assistance and if you’d like to help shape the future of our services, maybe you would consider joining our Member Panel. You can find out more and register your interest here: hrbs.co.uk/member-panel Thank you again and our best wishes to you! Response date: 3rd November 2025

I owe them for giving us a chance to get...

I owe them for giving us a chance to get on the ladder Reviewed on: 24th October 2025

Reply from Hinckley & Rugby Building Society Hi Amy, I am so pleased to hear we were able to support you with taking your first steps onto the property ladder! I hope you are happy with your new property and that everything continues as you envisaged. If you’d like to help shape the future of our services, we’d love to invite you to join our Member Panel. You can find out more and register your interest here: hrbs.co.uk/member-panel Thank you for taking the time to share your feedback. Response date: 30th October 2025

Popped in to make a withdraw.

Popped in to make a withdraw. Staff were really welcoming and friendly. I was one of the first customers of the day, staff were prepared and ready to meet customers at the counter. I have to say that it was the most pleasant experience I've had in a financial establishment! Reviewed on: 15th October 2025

Reply from Hinckley & Rugby Building Society Thank you so much for your wonderful feedback! We’re absolutely delighted to hear that your visit was such a pleasant experience, especially first thing in the morning as it can really set the mood for the day can’t it! That kind of personal service is something we’re truly proud of and your comments are a joy to read. If you’d like to help shape the future of our services, we’d love to invite you to join our Member Panel. You can find out more and register your interest here: https://www.hrbs.co.uk/member-panel We look forward to welcoming you again soon! Response date: 16th October 2025

Danielle Painter has been extremely helpful and pati...

Danielle Painter has been extremely helpful and patient with me :) Reviewed on: 14th October 2025

Reply from Hinckley & Rugby Building Society Thank you so much for your review Darren! We’re happy to hear that Danielle has been so helpful and patient throughout your mortgage journey, she’ll be delighted to know her support made a difference. If you’d like to help shape the future of our services, we’d love to invite you to join our Member Panel. You can find out more and register your interest here: https://www.hrbs.co.uk/member-panel We look forward to supporting you in the future and thank you for choosing the Society for your mortgage. Response date: 16th October 2025

Excellent service

Excellent experience from start to finish with my mortgage application Reviewed on: 10th October 2025

Reply from Hinckley & Rugby Building Society Thank you so much for your feedback. We're really happy to hear that everything went smoothly with your mortgage application. Providing excellent service and making the process as stress-free as possible is exactly what we aim for. If there's anything else we can help with, please don’t hesitate to get in touch, our team would be happy to assist. If you’d like to help shape the future of our services, we’d love to invite you to join our Member Panel. You can find out more and register your interest here: https://www.hrbs.co.uk/member-panel Thanks again for choosing the Society for your mortgage. Response date: 15th October 2025

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