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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.49 (391 reviews)

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4.57

Based on 391 reviews, last reviewed 12th Dec 2025

No new 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

Great service

Simone was very pleasant, helpful and efficient Reviewed on: 4th January 2024

Reply from Hinckley & Rugby Building Society Thank you for taking the time to pass on your feedback about the service you received from Simone in our mortgage team. We will, of course, pass on your comments to Simone personally and her manager. 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: 9th January 2024

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

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