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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.49 (389 reviews)

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4.58

Based on 389 reviews, last reviewed 28th Nov 2025

175% 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

Fantastic customer service I was advised to get an offset mortgage at a time I was going through a divorce but the finances weren't settled and I would get money for a deposit t... Read more Reviewed on: 28th November 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.

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Hinckley & Rugby Building Society Mortgages reviews (389)

A fantastic experience

Helpful and clear interaction throughout the lifetime of our mortgage. It’s a delight, and a welcome change, to be able to chat with an HRBS colleague to conduct business. We continue to recommend you whenever friends ask about mortgages. Reviewed on: 15th September 2022

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: 16th September 2022

Brilliant

It went through quickly and smoothly. They are an approachable professional company. They made the process easy against other companies who have an antiquated online system that treats you like a commodity rather than an individuals. Reviewed on: 15th September 2022

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: 15th September 2022

Professional

Listened to what was required, Dealt with it efficiently Reviewed on: 6th September 2022

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 September 2022

Exceptional service

I found them through a broker and they have been amazing in meeting my mortgage needs. Everything worked out as smoothly as one could hope. Anyone looking for a mortgage will be well advised to contact H&R as soon as they possibly can. Reviewed on: 30th August 2022

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 August 2022

Outstanding Service remortgage

I had not come across this lender and they were outstanding from start to finish. A pleasure to deal with. Reviewed on: 30th August 2022

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 August 2022

Easy switch and helpful staff

Extremely efficient and helpful with regards to my mortgage product switch Reviewed on: 25th August 2022

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: 26th August 2022

Friendly staff, painful systems and processes

Rarely leave negative feedback on sites, as I appreciate that most people are trying to do the best they can, often in situations where they are under resourced. However, renewing our mortgage through H&R was hands down the most torturous process I have ever experienced, so felt compelled to say something. As existing customers, who previously had a positive experience with the Building Society, we made the mistake of thinking that changing our mortgage deal (to better reflect our circumstances 4 years down the line) and requesting a small mortgage extension (£10k) would be reasonably straightforward. How wrong we were. We even explained to the staff at the beginning of the process that we wouldn't bother with the extra borrowing, if it were likely to complicate or slow the process. With interest rates rising and cost of living crisis looming, we basically just wanted to make sure that we were on their most competitive deal. Regardless, we were assured it would be relatively straigtforward and decided to push on with the process. What followed was the most protracted, confusing, inefficient and sometimes farcical application process I have ever experienced. Endless hours of discussing hypthetical scenarios over the phone with different advisors, having to provide all information and documentation as if we had just walked in off the street (as opposed to being existing mortgage holders), being asked to provide the same information repeatedly, being bumped from one person to the next with no advance notice, etc, etc. There was even a laughable situation where H&R wouldn't accept their own paper bank statements as evidence that we lived in the property, that we had mortgaged through H&R. They then asked us for evidence of savings, which again were held at H&R! There didn't seem to be anyone in control of the process, with little thought given to continuity of contact for customers. To be honest, it got to a stage where I would happily have walked away and taken our business elsewhere. I appreciate that companies have a clear duty to ensure that their mortgages are affordable for customers, but the level of scrutiny applied here felt massively disproportionate to the ask. We also made the mistake of mentioning that we were expectig a baby, which then sparked a further rounds of questions on how we were going to pay our way during my wifes' short maternity period. You could honestly have sworn this was the first time that the Building Society had experienced a customer having a child, as they made us feel that this was some sort of irresponsable financial risk, rather than it being a happy and normal life event. Again, I appreciate that all customers have to be treated the same, but we are a couple in our late 40s, who lucky enough to be financially secure, have significant equity in our property, and were asking for a mortgage that was 12k less than we originally borrowed when we first came to H&R (loan to value of approx 23%). The payments for the new mortgage were to be less than what were already paying. Why then were we subjected to months of painful, repetitve questioning around hypothetical scenarios, and why was seemingly no credit given to the fact that we'd been solid, reliable customers of H&R for 4 years. I dread to think how customers experiencing any degree of financial challenge would be made to feel. On a more positive note, the staff that we dealt with were friendly and helpful. It felt as if many of the staff were new to the company, and were trying to make sense of outdated, clunky processes. I felt sorry for the staff to be honest. Deadlines were repeatedly missed, and we found ourselves having to chase a completion of the process as my wife went into labour. We now have our mortgage in place on a 2 year deal, but it is hard to see how we would ever put ourselves through that process again with H&R. The Society made us feel like we were doing something wrong, that we somehow represented a risk, and that H&R didn't really want our business. People deserve better. Reviewed on: 25th August 2022

Reply from Hinckley & Rugby Building Society We are very sorry to hear how disappointed you were with our service. We strive to offer the highest standards possible and are sorry that we did not do this on this occasion. We are investigating the circumstances and will be in touch very soon. Response date: 30th August 2022

Transfer of Equity

Simone was really accommodating and understanding of my request. She contacted my solicitor to speed the process up and always kept me informed. Reviewed on: 18th August 2022

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: 19th August 2022

Treated terribly

Treated ourselves and our mortgage broker terribly, Reviewed on: 15th August 2022

Reply from Hinckley & Rugby Building Society We are very sorry to hear of your poor experience and would like the opportunity to discuss this with you. To do so we invite you to contact one of our Senior Mortgage Managers either by phone, 01455894083, or email, [email protected]. Response date: 16th August 2022

fixed rate mortgage

Advice was very good, the questions asked prior to taking out the 5 year fixed were in depth, ensuring I'm clear on the rationale for taking a 5 year fixed and pros and cons. Laura was very thorough, polite and helpful, and reflected the excellent customer focus of the Building Society Reviewed on: 8th August 2022

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 2022

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