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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.68 (443 reviews)

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4.68

Based on 443 reviews, last reviewed 20th Apr 2026

475% increase in 5 star reviews

in the past 90 days

100% increase in 1 star reviews

in the past 90 days

81%

Latest highest rating:

5

Emma was really helpful when i set my online up tal... Emma was really helpful when i set my online up talked me through every step over the phone she was really patient all the way through Reviewed on: 20th April 2026

Latest lowest rating:

1

Avoid if you can I hate leaving bad reviews but honestly they have been dreadful in every way, not least putting us on a higher interest rate than agreed and dragging ... Read more Reviewed on: 24th March 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 (443)

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

In tune with my needs

A very positive experience helping me to buy a property under the JMSP scheme. Reviewed on: 5th 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: 8th August 2022

New member

I arrange a remortgage with H&R and they were first class. I would recommend to anyone to speak with them Reviewed on: 2nd 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: 3rd August 2022

Great service

Helpful and obliging staff who found the right product for me and took the time to ensure I understood . Reviewed on: 2nd 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: 3rd August 2022

Efficient and professional

Our experience with our mortgage application was seamless and effortless Reviewed on: 1st 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: 2nd August 2022

Mortgage Redemption Support

I recently contacted H&R to ask about redeeming my mortgage. I was helped by Deborah Winterton who gave me excellent support. Throughout the redemption process Deborah communicated regularly and promptly and gave me all of the information and help that I needed. Reviewed on: 28th July 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: 29th July 2022

Broken Commitment

I went through an independent mortgage advisor and HRBS was one of the offers we looked at. The offering was perfect for my age and position. We applied for the mortgage supplying all the detail requested. I was asked to increase the deposit which we did. I was then told that the mortgage had been approved. The developer was also told that the mortgage was approved. With this approval I was able to pay my holding monies, agree the price and negotiate some betterment into the deal. My broker and I were then told that the paper work was been sent for signing and that we would have the mortgage with in 5-7 working days. On this we planned our move out of our rented property and served notice. The developer pushed forward to get the house completed for the 6th May 2022. On the 5th May my broker was told by the underwriter that an error had been made and that HRBS could not provide this offer and that we had to start again. My Broker provided all the evidence that an offer had been made but the reply was simply sorry an error has been made. All previous agreements were in my view broken. The behaviour from that point was disgusting to say the least. Poor communication, all the information we had sent had to be resent. I had to put all my belongings into storage and had to move in with my sister-in law for 8 weeks. I am taking advice on making a formal complaint and a claim for costs I have incurred due to the unprofessional behaviour of HRBS. If, as the underwriter stated the person should not have made this offer what is that person doing committing HRSB to a deal. Except HRBS just ignore the situation and believe they operate above contract law. For the avoidance of doubt I intend to take this as high as I need, to recover my costs but also to make HRBS more accountable for their behaviours. Reviewed on: 25th July 2022

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