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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.49 (389 reviews)

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4.58

Based on 389 reviews, last reviewed 28th Nov 2025

175% 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

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 t... Read more Reviewed on: 28th November 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.

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Hinckley & Rugby Building Society Mortgages reviews (389)

Very efficient and friendly staff.

Very efficient and friendly staff. Always able to help and will do their best to make sure you are happy with the outcome of your enquiry. Reviewed on: 4th January 2024

Reply from Hinckley & Rugby Building Society Thank you for your feedback about our team. Making sure our members are happy is paramount and if we can deliver our services in a friendly and efficient way then we're happy too! If you are interested in helping us shape the services offered by the Society going forward, perhaps you’d consider joining our Member Panel? For more information and to send us your interest please visit https://www.hrbs.co.uk/member-panel Response date: 8th January 2024

When dealing with H&R, I have made contact with a hu...

When dealing with H&R, I have made contact with a human who could deal with my business without having to wait in an automated queue that played repeated, awful music. Each agent was polite and knowledgeable. Recently, you have been calling me every once in a while, indicating regular human review of my account. Reviewed on: 4th January 2024

Reply from Hinckley & Rugby Building Society This feedback is greatly appreciated thank you for taking the time. We do pride ourselves on a personal and human approach, which does appear to be getting a little lost in certain organisations, so it’s good to hear that’s something our members value. We appreciate your time taken to pass on your comments. If you are interested in helping us shape the services offered by the Society going forward, perhaps you’d consider joining our Member Panel? For more information and to send us your interest please visit https://www.hrbs.co.uk/member-panel Response date: 8th January 2024

The lady I spoke with was very helpful and knowledge...

The lady I spoke with was very helpful and knowledgeable. She provided a very comprehensive overview giving me the full and complete information. Reviewed on: 3rd January 2024

Reply from Hinckley & Rugby Building Society Thank you for your feedback about our mortgage team. It’s great to hear our members feel well informed by our people who, of course, are here to help whenever possible. We appreciate your time taken to pass on your comments. If you are interested in helping us shape the services offered by the Society going forward, perhaps you’d consider joining our Member Panel? For more information and to send us your interest please visit https://www.hrbs.co.uk/member-panel Response date: 8th January 2024

Mortgage delay

In terms of customers service, Angela Reuss gets five stars. She was excellent. However, I’m not sure I would recommend the company to family and friends because of how long H&R took to finalise the mortgage. In addition, it would be significantly easier for customers if there was an online portal where they could see the updated value of their mortgage. Reviewed on: 21st December 2023

Reply from Hinckley & Rugby Building Society It’s great to hear you were really pleased with the service you received from Angela, we will happily share your comments with her and her team. However, we’re sorry to to hear you were disappointed with the speed of our process and the facilities we were able to offer. If you would like to get in touch with our lending team, I am sure they would welcome the opportunity to talk through your thoughts. Response date: 22nd December 2023

Excellent professional and personalised service.

My request for a product transfer after expiry of a fixed term was a seamless process from choosing a new product via the clear website to making the change. It was very refreshing to be able to telephone and receive instant and clearly explained guidance from a person rather than via webchat. Special mention for Louise. Reviewed on: 21st December 2023

Reply from Hinckley & Rugby Building Society Thanks for taking the time to pass on your thoughts about how we dealt with your matured mortgage product, it’s good to hear the process was straightforward. It’s always heartening to hear the personal service we believe is so valuable was delivered, we will pass on your comments to Louise and her team. If you are interested in helping us shape the services offered by the Society going forward, perhaps you’d consider joining our Member Panel? For more information and to send us your interest please visit https://www.hrbs.co.uk/member-panel/ Response date: 22nd December 2023

Always helpful

We've had a mortgage with them for almost 20 years. They're always helpful, always friendly, and always there for us. They check payments in and out and genuinely look after their customers. Just what a local building society should be. Reviewed on: 14th December 2023

Reply from Hinckley & Rugby Building Society It's great to hear we’ve been able to deliver a helpful and friendly service to you for the 20 years you’ve had your mortgage with us. We will always do our upmost to look after our members so it’s wonderful to hear that has translated into the experience you’ve had with our people. Thank you for taking the time to pass on this feedback. If you are interested in helping us shape the services offered by the Society going forward, perhaps you’d consider joining our Member Panel? For more information and to send us your interest please visit https://www.hrbs.co.uk/member-panel Response date: 15th December 2023

Very disappointing

Hello, This was our first time applying for a mortgage and we were quite disappointed in the service we received from HRBS. The biggest factor in this was timeline, and that almost every time we were given a timeline for decisions/replies they were never stuck to. We appreciate that this is likely due to a high caseload and not down to any one person or intentional, but nonetheless it was a significant source of stress during the house buying process. Reviewed on: 13th December 2023

Reply from Hinckley & Rugby Building Society Thank you for your taking the time to pass on your feedback. We are sorry to hear that we have not met the standards you expected during the processing of your mortgage application and that you are dissatisfied with the service we have provided. We would be grateful if you could contact our Lending Team so that we can investigate this for you. https://www.hrbs.co.uk/contact-us/ Response date: 19th December 2023

brilliant process from start to finish

everyone we came into contact was so helpful and supportive throughout the process and i couldnt have asked for a better set of advisors to help us on this journey. it took alot of the stress out of the process Reviewed on: 4th December 2023

Reply from Hinckley & Rugby Building Society Thank you very much for passing on this feedback. It’s wonderful to hear you were happy with the service you received from our mortgage teams. We understand buying a home and the administration around it can be a stressful experience so it’s a joy to hear we managed to remove some of that for you. If you are interested in helping us shape the services offered by the Society going forward, perhaps you’d consider joining our Member Panel? For more information and to send us your interest please visit https://www.hrbs.co.uk/member-panel/ Response date: 5th December 2023

EASY TRANSITION

All through the transition period the communication was excellent, they were very helpful all along the way and explained thoroughly the process Reviewed on: 28th November 2023

Reply from Hinckley & Rugby Building Society Thank you for your positive review, we really appreciate the time you took to share this with us! Response date: 29th November 2023

Awful service, avoid at all costs

We had a terrible experience with H&R, poor communication, never kept to any timescales (always another 7 days), and after 6 weeks of having our application and taking fees they declined on the basis of information they had at the start. Our broker said he has never experienced such shocking service. Reviewed on: 27th November 2023

Reply from Hinckley & Rugby Building Society Thank you for your feedback. A member of the complaints team will be in contact within the next 48 hours. Response date: 29th November 2023

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