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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

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

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

Filling in information on line a pain and takes so m...

Filling in information on line a pain and takes so much time Reviewed on: 23rd January 2024

Reply from Hinckley & Rugby Building Society Hi Joseph, Thank you for taking the time to get in touch and pass on your thoughts about the service you received from the Society. We’re always looking to make our processes as efficient as possible so it would be great to better understand your frustrations with the online form you refer to. Please consider getting in touch with our team at your convenience so we can discuss this. https://www.hrbs.co.uk/contact-us/ 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: 24th January 2024

Excellent team member who was very helpful and knowl...

Excellent team member who was very helpful and knowledgable. Reviewed on: 19th January 2024

Reply from Hinckley & Rugby Building Society Thank you for taking the time to get in touch to tell us about the service you received from our mortgage team Mr Hall. We work hard to ensure our teams are equipped with all they need to help our members, so it’s great to hear feedback like this. 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: 24th January 2024

Very polite customer service and never a problem whe...

Very polite customer service and never a problem when calling. Reviewed on: 18th January 2024

Reply from Hinckley & Rugby Building Society Hi Lee, thanks for passing on your feedback, your time and comments are appreciated. It’s great to hear you’ve been happy with the service you’ve received form our mortgage team. If you are interested in helping us shape the products and 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: 19th January 2024

Great all round customer service

All my interactions with HRBS have been handled in a very professional and friendly way. The information I have received is always easy to understand and focuses on the matter in hand. Response times to queries and actions is always very good and hold times when calling in are excellent. The call handler is always able to assist - no being passed around. Great service! Reviewed on: 17th January 2024

Reply from Hinckley & Rugby Building Society Thank you, Craig, for taking the time to get in touch to pass on your feedback. We are always working to make our processes and services as efficient as possible and believe our members should be able to speak to our teams without frustration and unnecessary barriers. It’s heartening to hear this is what is being delivered and that it is valued. If you are interested in helping us shape the products and 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: 19th January 2024

Pleasent

Pleasant & very easy to communicate with Reviewed on: 12th January 2024

Reply from Hinckley & Rugby Building Society Thank you for your feedback Mario, it’s great to hear our communications have been friendly and effective. 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 January 2024

Mortgage Questions

Simone was helpful, knowledgeable and professional. She made time to answer my mortgage questions and ensured I was happy with the answers. She followed up by emailing information quickly. Thanks for great service today Reviewed on: 10th January 2024

Reply from Hinckley & Rugby Building Society Hello Mark, thank you so much for this feedback about the service you received from Simone in our mortgage team. We’re really happy to hear our communications were clear and timely and it’s always very encouraging to hear comments like this and a pleasure to pass them on to individuals. 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 January 2024

Good service!

Good! Great communication! advisor we spoke with helped us with all questions we had! Reviewed on: 9th January 2024

Reply from Hinckley & Rugby Building Society Thank you so much for your comments. Our team works hard to provide excellent communication and support, so we're really happy to hear that you had a positive experience and that our advisor could assist you with all your questions. If you ever need anything else, 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: 15th January 2024

Friendly and helpful staff, don't have to wait long...

Friendly and helpful staff, don't have to wait long for your call to be answered. Reviewed on: 9th January 2024

Reply from Hinckley & Rugby Building Society Thank you for your feedback Melissa, it’s great to hear you didn’t wait long for your calls to be answered and you found our team friendly and helpful. That’s exactly the type of service we’re aiming to provide to all of our valued members. 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 January 2024

Mortgage questions swiftly answered

I spoke with Jo Tidey, from the contracts variations team regarding a query relating to the term of my mortgage. I found Joe to be super helpful and knowledgeable. Reviewed on: 8th January 2024

Reply from Hinckley & Rugby Building Society Hi Jay, it’s always a pleasure to hear comments like this about our people. Thank you for taking the time to pass on your valuable feedback, which we will happily share with Jo and the 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: 9th January 2024

I have aways found all your staff to be most helpful...

I have aways found all your staff to be most helpful and informative, do not insist on e mail but will take the time to converse. It is a pleasure to deal with all star who I have had reason to speak to Reviewed on: 5th January 2024

Reply from Hinckley & Rugby Building Society Thank you for your feedback about our mortgage team. We believe it’s always worth taking the time to speak to our members and we’re really happy to hear you value that 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: 9th January 2024

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