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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.47 (372 reviews)

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4.56

Based on 372 reviews, last reviewed 10th May 2025

100% 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

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... Read more Reviewed on: 10th May 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

Your home is likely to be your largest financial purchase, so finding the right lender is key. We collect Hinckley & Rugby Building Society mortgage reviews to help you make an informed decision.

Hinkley & Rugby Building Society is a mutual organisation that provides a range of mortgage products. Before taking out a mortgage product, make sure that you’re confident with the terms, conditions and interest rates. Always contact the lender or an independent advisor if you have any questions or need help understanding your options.

Are you considering Hinckley & Rugby Building Society as your mortgage lender? Gain valuable insight into the Society by reading the reviews on Smart Money People. Find out what mortgage products homeowners have and how satisfied they have been throughout the term. Learn more about the customer service received and whether borrowers would recommend the lender to family and friends. All of this and more can be found in our Hinckley & Rugby Building Society mortgage reviews.

Did Hinckley & Rugby Building Society help you purchase your dream home? Share your experience with others by writing a review. Tell us why you chose Hinckley & Rugby Building Society. Did you feel supported throughout the application process? Has the Society kept you up to date with any important mortgage news and changes? Would you recommend your mortgage product to family and friends? Write a Hinckley & Rugby Building Society mortgage review today.

Hinckley & Rugby Building Society Mortgages reviews (372)

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

Ought to be a good experience for engaging with Hinc...

Ought to be a good experience for engaging with Hinckley and Rugby Building Society Reviewed on: 9th December 2024

Reply from Hinckley & Rugby Building Society Thank you for your feedback Irfan, I am hopeful you found your experience with HRBS positive. Should you need any further assistance please do not hesitate to get in touch with the team. Response date: 11th December 2024

Good customer service

Always helpful and can an always speak to an actual person which is fairly rare these days Reviewed on: 7th November 2024

Reply from Hinckley & Rugby Building Society Hi Matthew Thank you for taking the time to review our services. We too believe that access to actual people, who are able to help and support our members, is important. We will continue prioritising personal service to our members. 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: 21st November 2024

Good service and criteria around foreign nationals w...

Good service and criteria around foreign nationals was excellent. Case moved along at a good speed. Only downside was there were many questions asked after the case was submitted, some were relevant but I felt some questions were not necessary. Overall good experience and would definitely use you again for future cases. Reviewed on: 7th November 2024

Reply from Hinckley & Rugby Building Society Hi Joe, Thanks for your feedback, we’re very happy to hear you found our foreign nationals criteria helpful. We are always looking for ways to support the ever-evolving needs of borrowers, particularly those who can struggle to find a suitable solution for their more challenging requirements. Your feedback is hugely valuable and will be shared with our team, we appreciate you taking the time to pass this on. We look forward to hearing from you again in the future. Response date: 11th November 2024

I am very happy I have very quick sorted my mortgage...

I am very happy I have very quick sorted my mortgage and I will recommend that bank for my friends and family.With this bank I don't been having so much stress and they do amazing job. Reviewed on: 4th November 2024

Reply from Hinckley & Rugby Building Society Hi Betty, Great to hear we were able to assist you with your mortgage and make the process as stress free as possible. It’s encouraging to hear you were pleased with the speed and quality of our service. Thank you for taking the time to pass on your comments, it’s always great to hear from our members. 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: 11th November 2024

Fair and clear so easy to understand

Fair and clear so easy to understand Reviewed on: 3rd November 2024

Reply from Hinckley & Rugby Building Society Hi Joe, We are committed to ensuring our communications are clear and straightforward for our members so it’s great to hear this type of feedback, thank you for taking the time to share it with us. 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: 11th November 2024

Great communication and options

Advance communication of the fixed term period coming to a was excellent and to be immediately provided with a variety of options in rates and periods was really good. Everything was set out in a way that was easy to understand. Reviewed on: 25th October 2024

Reply from Hinckley & Rugby Building Society Thank you for your feedback regarding our service as your fixed term came to an end. We’re very pleased to hear you happy with the process and we had suitable products to offer you. This is great to hear. 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: 29th October 2024

Good experience

This process was really quick and the result turned out to be really good Reviewed on: 23rd October 2024

Reply from Hinckley & Rugby Building Society Hi Mandakini, Thank you for taking the time to pass on your feedback about the service you received from the Society. Great to hear you were happy with the speed of the process and of course, very importantly, the outcome. 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: 29th October 2024

(Product & Services

It’s been good with happy ending, Good product and services. I will recommend to any one. Whether families , friends or-joint mortgage, it’s has been excellent service with quick decision. This is the first time I have heard about this building society . I will like to know more about where you have other braches Reviewed on: 20th October 2024

Reply from Hinckley & Rugby Building Society Hi Agnes, Thank you for taking the time to review our services. It’s great to hear you were happy with the speed of our decision making and service offered. We’re delighted you are keen to know more about the Society. You can find details of our branches, along with lots of other information on our website, please visit: https://www.hrbs.co.uk/branches-agencies/ 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 2024

Very difficult to deal with.

Very difficult to deal with. I’m an existing customer who has never missed a payment. I was treated like a new customer despite providing pension and savings of evidence if £600,000 and owning a house I sold for £465,000 against a £103,000 mortgage. My new house cost £362,000, Your employee thought it cost £650,000. Completely ignorant of my circumstances. I complained. You gave me a CHEQUE for £25. Uncashed! Very very poor Reviewed on: 16th September 2024

Reply from Hinckley & Rugby Building Society Hello Richard, Thank you for taking the time to pass on your comments about the service you received from the Society. We are very sorry to hear you have been left feeling disappointed with our understanding of your situation. Thank you for leaving us your contact details, someone from our team will be in touch to discuss this with you. Response date: 23rd September 2024

Excellent customer service

Qualities listed below, you hardly get in “modern customer service” anymore. Good listening skills, empathy, patience, communicating at the pace of customer. Cheerful. Making the customer feel good about the experience. Well done Simone and Hinckley & Rugby. Reviewed on: 13th September 2024

Reply from Hinckley & Rugby Building Society Thank you for this wonderfully encouraging feedback about the service you received from Simone and the team. It’s fantastic to hear that’s how you were made to feel – long may it continue! We will absolutely share your comments with Simone. 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: 20th September 2024

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