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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

67% 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

It was good.

It was good. Very helpful and informative about how to go forward as a first time buyer, we couldn’t have made it without the help of H&R building society. Many many thanks. Reviewed on: 3rd October 2025

Reply from Hinckley & Rugby Building Society Thank you so much for your kind words! We’re so pleased to hear that your experience as a first-time buyer was a positive one, and that our team was able to offer the helpful and informative support you needed. If you’d like to help shape the future of our services, we’d love to invite you to join our Member Panel. It’s a great way to share your experiences and help us continue improving. You can find out more and register your interest here: https://www.hrbs.co.uk/member-panel Many thanks again for choosing the Society for your mortgage — and congratulations on taking that exciting first step onto the property ladder! Response date: 6th October 2025

Jeanette and her team are excellent

Jeanette and her team are always friendly helpful and totally professional. I have banked with Hinckley and Rigby for 38 years and have always been extremely satisfied with the excellent service I have received. Reviewed on: 26th September 2025

Reply from Hinckley & Rugby Building Society Hi Sue, Thank you so much for your kind words - we’re absolutely delighted to hear that Jeanette and the team in Rugby continue to provide such friendly, helpful, and professional service. Being with Hinckley & Rugby for 38 years speaks volumes, and we’re truly grateful for your continued trust and loyalty over the years. If you’d be interested in helping 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 sharing your experience and your loyalty — it means a great deal to us. Response date: 3rd October 2025

Response

Very fast response easy to work with Reviewed on: 18th September 2025

Reply from Hinckley & Rugby Building Society Hi Joel It’s great to hear you were happy with the speed of your application and that you find our team easy to work with. Thank you for choosing Hinckley & Rugby, we look forward to helping you in the future. Response date: 19th September 2025

Great to work with!

Have used Hinckley and Rugby for two mortgage applications now and throughout the whole process they are happy to pick up the phone and are always responsive. Both underwriters we have worked with Lauren & Becky have been excellent in working collaboratively with us in order to achieve the best outcome for our clients, our BDM Lisa is also Top Notch in helping move our deals along. As the administrator the only drawback I would say is all documents needing to be signed via a wet signature. Reviewed on: 17th September 2025

Reply from Hinckley & Rugby Building Society Hello Finley, Thank you so much for your kind words and for continuing to choose Hinckley & Rugby for your mortgage applications. It’s fantastic to hear that Lauren and Becky have provided such a collaborative and responsive service - we’ll be sure to pass on your lovely feedback to them. We're also delighted to hear that Lisa has been such a valuable support in progressing your cases - we agree, she really is top notch! We also really appreciate your constructive comment regarding wet signatures which will also be passed on. We wholeheartedly encourage all feedback which will ultimately help us to improve how we work with you and your clients. Thanks again for taking the time to share your experience — we truly value your partnership. Response date: 19th September 2025

RK review

early in the process but hopefull it will be good Reviewed on: 1st September 2025

Reply from Hinckley & Rugby Building Society Hello Rich, Thanks for popping on to provide us with your feedback and for choosing the Society for your mortgage. We hope all goes as planned with your application and we wish you all the very best with your new property! 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 September 2025

First class customer service. .

First class customer service and prompt attention. Reviewed on: 4th August 2025

Reply from Hinckley & Rugby Building Society Thank you for your feedback Geoff. We’re so pleased to hear you received first-class customer service and prompt attention. Our mortgage team will be delighted to know their support made such a positive impression. We truly appreciate you taking the time to share your experience. Please do not hesitate to reach out such you need any further assistance, and 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: 7th August 2025

Happy Mortgage Client

Provided me with a mortgage which was a tricky scenario to accommodate. Whenever I’ve liaised with them they’ve been very helpful and always done what they’ve promised. Reviewed on: 12th July 2025

Reply from Hinckley & Rugby Building Society Hello David It’s wonderful to hear we could help you with your less than straightforward mortgage application. We specialise in helping customers who need a more considered, human approach to mortgages so this is music to our ears. It’s, of course, also very encouraging to hear our teams have always been helpful and delivered as promised. Should you need any assistance in future please do not hesitate to get in touch. 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: 18th July 2025

HRBS are wonderful.

HRBS are wonderful. Probably the best mortgage experience I have ever had Reviewed on: 12th July 2025

Reply from Hinckley & Rugby Building Society Hello Onur Thank you for sharing your thoughts with us, this is, of course, wonderful to hear. We appreciate you taking the time to submit your review and we’re delighted to learn how happy you were with the service you’ve received from our mortgage team. Please do not hesitate to get in touch if we can be of any further assistance. 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: 18th July 2025

Hinkley & Rugby have provided a very good service -...

Hinkley & Rugby have provided a very good service - not the cheapest but I am generally impressed Reviewed on: 26th June 2025

Reply from Hinckley & Rugby Building Society Hi Nick Many thanks for taking the time to provide us with your review. It’s great to hear you were very happy with the service our mortgage team provided. 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: 18th July 2025

H&R provided a flexible mortgage which suited my ne...

H&R provided a flexible mortgage which suited my needs , many of the big banks building societies did not or has numerous restriction's. H&R customer service was excellent Reviewed on: 10th May 2025

Reply from Hinckley & Rugby Building Society Hello John, Thank you for taking the time to get in touch with your comments. It’s really great to hear we were able to assist where other financial services providers could not. We pride ourselves on taking the time to understand people’s individual circumstances and using common sense to reach decisions. It’s also fantastic to hear you have found our customer service to be excellent. 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 May 2025

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