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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

Super smooth service

Super smooth process and incredibly helpful and friendly team on the phone, made the transition from my old HRBS mortgage to the new one very straightforward. Reviewed on: 14th August 2024

Reply from Hinckley & Rugby Building Society Thank you very much for taking the time to pass on this encouraging feedback Andrew. It’s great to hear you found our service to be efficient and that you decided to choose the Society as your mortgage provider again. Should you need any further assistance 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: 16th August 2024

Disappointing comms

Disappointing to not receive more information about mortgage completion process Reviewed on: 3rd August 2024

Reply from Hinckley & Rugby Building Society Hi Roberto, I am sorry to hear you felt disappointed in the level of communication you received regarding the mortgage completion process. Please be assured your comments will be shared with the team. We aim to continually improve and develop our services, therefore feedback like this is extremely valuable, thank you for taking the time to provide this to us. Should you wish to discuss this any further please do not hesitate to get in touch https://www.hrbs.co.uk/contact-us/ or by calling 0800 4346343. 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: 9th August 2024

The lady who I spoke to was very polite and...

The lady who I spoke to was very polite and helpful Reviewed on: 26th June 2024

Reply from Hinckley & Rugby Building Society Hi Jaspreet Thank you for your feedback about the service you received from our mortgage team. Polite and helpful is exactly what we want to be delivering to all of our members, so its heartening to hear that’s how you would summarise your experience. 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: 4th July 2024

World class service

We couldn’t be more grateful for all the help and support we have had. Everyone in the team has been patient, empathetic, and willing to challenge policy to make sure we got great service. Reviewed on: 19th June 2024

Reply from Hinckley & Rugby Building Society Hi Chris Thank you so much for taking the time to pass on your feedback. This really is music to our ears. We pride ourselves on truly listening to each case individually and our ability to be flexible when necessary, so its great we were able to deliver this for you and offer a suitable mortgage solution. We’re absolutely thrilled to hear you felt you received ‘world class service’ from our team! 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: 4th July 2024

Excellent customer care

Just spoken to Simone in “customer care.”excellent, extremely good communication skills, has a sense of humour, accurate in her responses, and showed much empathy towards myself the client. Reviewed on: 17th June 2024

Reply from Hinckley & Rugby Building Society Hello and thank you for taking the time to pass on your lovely feedback about the service you received from Simone. We agree it’s always encouraging to receive service from a human with a personality, we encourage our staff to be real and of course, also empathetic, so it’s great to hear that’s how Simone came across to you. We will happily share your comments with Simone directly. 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: 4th July 2024

very polite, knowledgeable and efficient

very polite, knowledgeable and efficient Reviewed on: 29th May 2024

Reply from Hinckley & Rugby Building Society Thank you for your comments regarding your experience dealing with the mortgage team. It’s great to hear you found them to be polite, efficient, and knowledgeable, these are all words we’re happy to receive about our teams. Thank you for choosing the Society for your mortgage and taking the time to provide us with your feedback. 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: 30th May 2024

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 multiple times. Made the already stressful process of renovating a house even more challenging than it needed to be. Largely unhelpful throughout. Reviewed on: 24th May 2024

Reply from Hinckley & Rugby Building Society We are sorry to hear that our service has not met your expectations. Thank you for your taking the time to pass on your feedback – we would be very grateful if you could contact us so that we can discuss the processing of your application, we’re keen to learn from past experiences and address areas we could improve: https://www.hrbs.co.uk/contact-us/ Response date: 28th May 2024

Over 30 years great service.

We have had our mortgage with H&R for over 30 years and have always had excellent service. Whenever we have had questions or needed to take further borrowing for work on the house the process has been clear and support helpful. Reviewed on: 22nd May 2024

Reply from Hinckley & Rugby Building Society Hi Suzy, Thank you for this very encouraging feedback regarding our mortgage team. It’s wonderful to hear you have been with the Society for an amazing 30 years and equally great to hear your experience has been a very positive one. Thank you for your loyalty and also for taking the time to pass on your comments, both are very much appreciated. 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: 28th May 2024

Why are you asking irrelevant questions?

I think you haven’t bothered to read my previous mortgage submission to you, since I am an existing customer porting my existing mortgage and you don’t seem to know that. If you had you would know that I am retired and can’t offer a P60 or income statements. That’s why I was advised to use you in the first place. This has been made clear numerous times to Laura Thornton. Your first pension offer made it perfectly clear that I could port my current mortgage to my new house and ALL new details were supplied. Yet you are treating me as a new customer. You either want to retain me as an existing , fully paid up customer or you don’t, in which case I’ll discontinue your services. Please let me know which. Reviewed on: 22nd May 2024

Reply from Hinckley & Rugby Building Society Thank you for getting in touch and providing us with this valuable feedback. We are very sorry that you are unhappy with the service you’ve received. A member of our Lending Team will be in contact with you to discuss your application, resolve the issues that you are experiencing and answer any questions you may have. Response date: 28th May 2024

A very helpful and pleasant phone call.

A very helpful and pleasant phone call. All questions were answered in a professional and relatable way. Reviewed on: 16th May 2024

Reply from Hinckley & Rugby Building Society Thank you for taking the time to feedback to us regarding your interaction with our mortgage team, it’s good to hear they were able to provide understandable answers to your questions while remaining professional. Please do not hesitate to get in contact should you need 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: 28th May 2024

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