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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.49 (394 reviews)

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4.59

Based on 394 reviews, last reviewed 28th Jan 2026

22% decrease in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

78%

Latest highest rating:

5

Smooth process my heartfelt thank you for all , you guided me through the entire process with professionalism, transparency, and patience. Reviewed on: 28th January 2026

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 (394)

Review of the Hinckley & Rugby Building Society, Mortgages:

Hideous experience - avoid at all costs

We were initially given an offer for more money than we needed, which gave us hope and the confidence to forge ahead with plans. However, an Offer In Principle from H&R is clearly not worth the paper it is written on. After several months of financial interrogation due to being self employed, this building society took our fees and then promptly turned around a few days later and rejected our application due predominantly to self employment. We appealed, successfully at first, only to then be rejected again because of Japanese Knotweed being 150m away from the house. In spite of H&R stating that they follow the opinion of surveyors in cases of JK, they were not prepared to even consider this case - even though the vendor had a £4000 treatment plan in place with a guarantee for 10 years. This was not good enough for H&R, and our dreams are now in tatters. We had everything planned - school places, jobs - and for whatever reason this building society decided that we didn’t fit the bill. This is yet another case of discrimination against the hard working self-employed. Communication has been terrible - in fact almost non existent - and when we queried the length of time the processes were taking, we were simply fobbed off. We have finally been given a partial refund - after a fight - yet we fail to see how they can justify keeping the “non refundable arrangement fee” - when they have not in fact arranged anything. We would appreciate some genuine feedback from H&R regarding why they have felt it acceptable to treat us this way. Reviewed on: 21st October 2021

Reply from Hinckley & Rugby Building Society We are very sorry that you were unhappy with the service provided. We will be in touch with you shortly and 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: 22nd October 2021

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

Absolutely great to be able to actually speak to som...

Absolutely great to be able to actually speak to someone that is in the uk, and is able to deal quickly and intelligently with a query. Reviewed on: 13th May 2024

Reply from Hinckley & Rugby Building Society Hello Richard, Thanks for your feedback regarding our mortgage team – it’s great to hear you received an efficient and informed service. We’re proud of our locally based teams supporting our members and communities. 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: 14th May 2024

Amazing customer service

It doesn’t matter who you speak to, the team go above and beyond to help and answer every question politely, with a smile on their voice and treat you like a human being. They remember speaking to you and make you feel valued. Reviewed on: 9th May 2024

Reply from Hinckley & Rugby Building Society Hi Jennifer Thank you very much for your comments about the service you’ve received when dealing with our mortgage teams. The service you describe is exactly what we’re aiming for, and our members deserve, so it’s fantastic to hear that’s what you have experienced. 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: 14th May 2024

Whenever I call Hinckley & Rugby I am greeted with s...

Whenever I call Hinckley & Rugby I am greeted with staff who are willing to help and always return my calls. I have been with the society for four years and not once I can remember any bad service Reviewed on: 29th April 2024

Reply from Hinckley & Rugby Building Society Hi Kamran It’s wonderful to hear the service you receive from our mortgage team has been consistently of a high standard, thank you so much for taking the time to pass on 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: 3rd May 2024

Excellent customer service from Georgina.

Excellent customer service from Georgina. Thank you. Reviewed on: 18th April 2024

Reply from Hinckley & Rugby Building Society Hi Di Thanks for your feedback! It’s great to see the service you received described as excellent – we will share your comments with Georgina who I am sure will be pleased to see them. 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: 22nd April 2024

Efficient

Efficient Efficient and informative my life story is not up for publishing Reviewed on: 17th April 2024

Reply from Hinckley & Rugby Building Society Hi Julie Thanks for your feedback! Efficient and informative are words we love to hear about our teams. Should you have any further questions please don’t 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: 22nd April 2024

Phone was answered quickly and proffesionally.

Phone was answered quickly and proffesionally. Resolved my issues fast and answered my stupid questions. Thank you. Reviewed on: 15th April 2024

Reply from Hinckley & Rugby Building Society Hi Charlie Thanks for taking the time to let us know about the service you received from our mortgage team over the phone. It’s always good to hear they were able to help, please be assured we welcome any questions you have, as none are stupid. We’re always happy to explain our requirements, processes, and products to ensure full understanding. Should you require 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: 22nd April 2024

Karen and her team were very helpful, thank you!

Karen and her team were very helpful, thank you! Reviewed on: 28th March 2024

Reply from Hinckley & Rugby Building Society Hi Michael Thank you very much for taking the time to send us your comments regarding the assistance you received from Karen and the team. Should you need any further help please do not hesitate to get in touch, we’d be only too happy to oblige. 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: 8th April 2024

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