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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.49 (394 reviews)

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4.59

Based on 394 reviews, last reviewed 28th Jan 2026

11% decrease in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

78%

Latest highest rating:

5

Smooth process my heartfelt thank you for all , you guided me through the entire process with professionalism, transparency, and patience. Reviewed on: 28th January 2026

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 (394)

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

Disorganised

I am writing to express my deep dissatisfaction and frustration with the ongoing mortgage process with your company. My experience so far has been marked by extreme inefficiency, disorganization, and a complete lack of effective communication. From the very beginning, it has been evident that your company is struggling to keep track of the documents I have submitted. Files have been overlooked, emails have gone unanswered, and there seems to be a general lack of awareness regarding the status of my mortgage application. Miscommunication has become the norm rather than the exception. At nearly every point of contact, there have been inconsistencies and contradictory information provided. It's disheartening to be on the receiving end of such confusion, especially when the stakes are so high and the process is already inherently stressful. What is even more frustrating is the apparent need for constant follow-up and prodding on my part just to get any updates or information. It feels like I have to chase your team at every stage to receive any feedback about the progress of my application or to be notified of any setbacks. This is not how a professional and customer-focused company should operate. I understand that there can be challenges in any complex process like mortgage approval, but the level of service I have received from your company falls far below acceptable standards. As a customer, I expect a seamless and transparent experience, which unfortunately has been sorely lacking. I trust that you will treat this complaint with the seriousness it deserves. I hope to see a significant improvement in the quality of service moving forward. Reviewed on: 30th August 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 48hours. Response date: 4th September 2023

Brilliant Service

Excellent service, very friendly staff and extremely quick processing. Reviewed on: 9th August 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 11th August 2023

Enquiry on renewing the mortage

Good straight forward conversation Reviewed on: 9th August 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 11th August 2023

Helpful, Friendly and Approachable

Recent product redesign completed with total efficiency, dealing with people who express genuine interest in my requirements. All stages followed as advised with constant explanations and alternatives. Offers of advice were available, but not required. A most satisfying experience once again. Reviewed on: 8th August 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 9th August 2023

Exceptional service

Over the years that I have been a customer of Hinckley & Rugby Building Society, every time I have needed to speak to someone, they have been incredibly helpful, friendly and very efficient. This really makes them stand out compared to other banks and building societies. I wouldn’t hesitate to recommend them. Reviewed on: 4th August 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 7th August 2023

Very Happy

I have dealt with H & R via a broker to date. Never again, speaking to them direct was so easy and answered all my questions straight away. Reviewed on: 2nd August 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 4th August 2023

Professional, helpful, and friendly

I had lots of queries which were all answered swiftly. The process was clear and Deborah was very helpful. Reviewed on: 2nd August 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 4th August 2023

Great Service Really helpful and clear

Every communication is always pleasent and professional. Very clear and on the side of the customer. Reviewed on: 31st July 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 2nd August 2023

Great service

I was helped by Jo Tidey today who answered all of my enquiries with great knowledge. Reviewed on: 27th July 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 31st July 2023

Excellent service.

I had some complicated questions about changing my mortgage and Karen Crudgington answered them quickly and with authority. I recommend HRBS to anyone as the rates are reasonable the service is outstanding. Reviewed on: 27th July 2023

Reply from Hinckley & Rugby Building Society Thank you for taking the time to leave a review. We appreciate the feedback and will pass this on to the team Response date: 31st July 2023

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