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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.49 (393 reviews)

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4.59

Based on 393 reviews, last reviewed 26th Jan 2026

No new 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

78%

Latest highest rating:

5

Excellent customer experience from clearly, an extr... Excellent customer experience from clearly, an extremely dedicated team. Phone calls, emails all answered promptly and clear concise information and ... Read more Reviewed on: 26th 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.

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Hinckley & Rugby Building Society Mortgages reviews (393)

Calm, Clear Response To Query

I was confused about an issue and the member of staff was extremely patient and lead me through the query very calmly and clearly. Reviewed on: 3rd March 2024

Reply from Hinckley & Rugby Building Society Hi Caroline, Thank you so much for taking the time to share your positive experience! We're very happy to hear that our mortgage team member could assist you with patience and clarity. If you ever have more questions or need assistance, feel free to reach out. We're here to help! 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 March 2024

Excellent service & very helpful staff

Excellent service & very helpful staff Reviewed on: 1st March 2024

Reply from Hinckley & Rugby Building Society Hello Jaz, thank you for taking the time to pass on your comments about our mortgage team. It’s great to hear they were able to help you with your requirements and delivered excellent service. 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 March 2024

Cannot access egress mail as there is no link

Cannot access egress mail as there is no link Reviewed on: 27th February 2024

Reply from Hinckley & Rugby Building Society Thank you for getting in touch. Egress is an external software system that allows us to send confidential information safely. Egress have let us know that they are unfortunately experiencing some issues which are impacting all users in the UK – they are working to fix the problem and they will keep us informed on their progress. Please accept our apologies for the inconvenience but be assured that your personal information is safe. We will re-send our email as soon as possible once the issues have been fixed. Response date: 29th February 2024

Fab customer service, patient, professional - nice...

Fab customer service, patient, professional - nice to talk to a real person and not someone script reading and going through the motions which is sadly the norm these days. Friendly, efficient - great service Reviewed on: 26th February 2024

Reply from Hinckley & Rugby Building Society Hi Ryan Thank you so much for taking the time to share your positive experience with our mortgage team. We are very happy to hear that you found our representatives to be patient and professional. It's always our goal to provide a genuine and friendly interaction so it's great to hear our approach is well received. 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: 29th February 2024

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

Very helpful professional advice from Jo Tidey thank...

Very helpful professional advice from Jo Tidey thank you very much Reviewed on: 23rd February 2024

staff went out of there way to be extra helpful

staff went out of there way to be extra helpful Reviewed on: 17th February 2024

Reply from Hinckley & Rugby Building Society Hi Alan, thank you very much for your positive review! 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 February 2024

Jo was incredibly helpful in very challenging circum...

Jo was incredibly helpful in very challenging circumstances. My wife had walked out and taken everything making it very difficult to provide some of the info needed but she put me at ease immediately and helped me to provide all of the necessary information to enable her to assist with my query. Reviewed on: 16th February 2024

Reply from Hinckley & Rugby Building Society Thank you for your feedback, great to hear we managed to help you with your query. Response date: 22nd February 2024

Phone was answered by a person hooray.

Phone was answered by a person called Simone who listened, explained, had understanding was very pleasant and professional. It was so good to speak to someone immediately who answered your call rather than the norm for a lot of other businesses where you have to click on various options and click here and there and then the line go dead. Well done Hinckley and Rugby. Reviewed on: 12th February 2024

Reply from Hinckley & Rugby Building Society Thank you for taking the time to share your positive experience with Simone at Hinckley and Rugby. We're thrilled to hear that your phone call was met with such prompt and attentive service. We understand how frustrating automated systems can be, and we're committed to providing a more personal and efficient experience for our customers. 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: 15th February 2024

Friendly, informative and very helpful

Friendly, informative and very helpful Reviewed on: 9th February 2024

Reply from Hinckley & Rugby Building Society Hi Julianne, Thank you for taking the time to pass on your comments, we're delighted to hear you found our people friendly and informative. 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: 15th February 2024

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