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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.73 (473 reviews)

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4.73

Based on 473 reviews, last reviewed 13th Aug 2026

54% decrease in 5 star reviews

in the past 90 days

100% decrease in 1 star reviews

in the past 90 days

81%

Latest highest rating:

5

Super helpful, explained the detail I needed in a la... Super helpful, explained the detail I needed in a language I could understand to help my husband and I make sound decisions on nexts steps Reviewed on: 13th August 2026

Latest lowest rating:

2

Not great The customer service team are pleasant and try, but the institution as a whole is fairly dreadful. Poor service, poor resolution, poor explanations, p... Read more Reviewed on: 17th June 2026

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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.

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Hinckley & Rugby Building Society Mortgages reviews (473)

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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