Write a review

Go to business site

Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.49 (391 reviews)

View other Hinckley & Rugby Building Society products

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

Visit provider site Read all reviews See your review

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

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

Very helpful

Extremely helpful yet again dealing with the staff at HRBS Reviewed on: 9th November 2023

Reply from Hinckley & Rugby Building Society Thank you so much for this positive feedback Paul, it’s great to hear you have found our staff to be consistently helpful. We’re happy to be your mortgage provider and appreciate you taking the time 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: 10th November 2023

Brilliant Customer service

Karen was really helpful when I called today. She went through everything for me clearly and in a friendly manner Reviewed on: 8th November 2023

Reply from Hinckley & Rugby Building Society Hi Tess, thank you so much for taking the time to get in touch to tell us about the service you received from Karen in our mortgage team. It’s great to hear our people have made a good impression and to pass on comments like this to the individual is a pleasure. We will ensure that your comments are shared with Karen. 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 November 2023

Great products and customer service

I've always had quick and clear advice to my queries, and a very satisfying experience overall when I needed it. Reviewed on: 1st November 2023

Reply from Hinckley & Rugby Building Society We’re very grateful you took the time to let us know about the service you received from our mortgage team. They work hard to ensure that the service they offer is helpful and well informed, so it’s great to hear feedback like this. 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: 2nd November 2023

Answered quick

Jo helped me answer a question very quickly Reviewed on: 25th October 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to provide this feedback – it’s great to hear your query was dealt with speedily by Jo in our mortgage 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: 26th October 2023

Phone call

Happy with the conversation and information I received Reviewed on: 25th October 2023

Reply from Hinckley & Rugby Building Society Hi Nigel, thank you for this positive feedback regarding the service your received from our mortgage team over the phone, we appreciate you taking the time. 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: 25th October 2023

Very Satisfied

From choosing a product and opening an account to renewing our product most recently, we have always received clear information and instruction and the friendly team have always been quick to help with our queries. Reviewed on: 23rd October 2023

Reply from Hinckley & Rugby Building Society Thank you so much for taking the time to let us know about the service you've received from our mortgage team, from the start of your mortgage to renewing your product. It’s very heartening to hear we’ve been helpful and clear with your requests. Also we're delighted you have chosen extend your mortgage with the Society. 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: 23rd October 2023

Excellent staff

Staff have always been, efficient, friendly and helpful. Reviewed on: 5th October 2023

Reply from Hinckley & Rugby Building Society Hi Daniel, thank you for taking the time to get in touch to tell us about the service you’ve received from our Mortgage team. Our people work hard to ensure that the service we deliver is as efficient as possible so it will be a pleasure 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: 5th October 2023

Easy to contact and friendly

I phoned with a general enquiry about my Mortgage SVR and Louise was extremely helpful and friendly. Very impressed with no waiting time and quick response. Reviewed on: 3rd October 2023

Reply from Hinckley & Rugby Building Society Hi Steve, thank you very much for taking the time to tell us about your experience. It’s great to hear that Louise was able to assist you promptly and you found her service to be friendly and helpful. We will ensure that your comments are shared with 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: 4th October 2023

Helpful

I got intouch today for a redemption figure The mortgage assistant was very helpful it was quick and easy to understand a few security questions etc and she is sending me papers over.staff at Hinckley and Rugby are always friendly when I need to get intouch. Reviewed on: 2nd October 2023

Reply from Hinckley & Rugby Building Society Hi Anthony, thank you very much for taking the time to get in touch to tell us about the service you received from our Existing Mortgage team. It’s great to hear the service you received was efficient and friendly and your redemption request was pain free. We will ensure that your comments are shared with the 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: 3rd October 2023

Do you have a different Hinckley & Rugby Building Society product?

Share your experiences with products to help others make smarter financial decisions and learn more about different products available. Write a review

Alternative products

Mortgages
from Kent Reliance 1.35 from 29 reviews
Tracker Rate Mortgage
from Yorkshire Bank 3.00 from 1 reviews
Mortgages
from Melton Building Society 4.55 from 296 reviews

Want to see more from Hinckley & Rugby Building Society?

Savings
from Hinckley & Rugby Building Society 4.84 from 1569 reviews

View all products

Join Smart Money People

Keep up to date on ratings of your favourite businesses. Find out about our awards and write new reviews with ease

Create an account

News, guides and insight from our team

View resource hub