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Hinckley & Rugby Building Society: Mortgages reviews

Name: Mortgages
Rating: 4.47 (372 reviews)

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4.56

Based on 372 reviews, last reviewed 10th May 2025

100% 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

H&R provided a flexible mortgage which suited my ne... H&R provided a flexible mortgage which suited my needs , many of the big banks building societies did not or has numerous restriction's. H&R customer... Read more Reviewed on: 10th May 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

Your home is likely to be your largest financial purchase, so finding the right lender is key. We collect Hinckley & Rugby Building Society mortgage reviews to help you make an informed decision.

Hinkley & Rugby Building Society is a mutual organisation that provides a range of mortgage products. Before taking out a mortgage product, make sure that you’re confident with the terms, conditions and interest rates. Always contact the lender or an independent advisor if you have any questions or need help understanding your options.

Are you considering Hinckley & Rugby Building Society as your mortgage lender? Gain valuable insight into the Society by reading the reviews on Smart Money People. Find out what mortgage products homeowners have and how satisfied they have been throughout the term. Learn more about the customer service received and whether borrowers would recommend the lender to family and friends. All of this and more can be found in our Hinckley & Rugby Building Society mortgage reviews.

Did Hinckley & Rugby Building Society help you purchase your dream home? Share your experience with others by writing a review. Tell us why you chose Hinckley & Rugby Building Society. Did you feel supported throughout the application process? Has the Society kept you up to date with any important mortgage news and changes? Would you recommend your mortgage product to family and friends? Write a Hinckley & Rugby Building Society mortgage review today.

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Hinckley & Rugby Building Society Mortgages reviews (23)

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

The society’s way of doing things is like in Victori...

The society’s way of doing things is like in Victoria time. We are in the digital 21st century and I don’t know how the society can attract young customers or retain middle age customers. Very tick-box mentality Reviewed on: 7th March 2024

Reply from Hinckley & Rugby Building Society We are sorry to hear that we have not met your expectations and we are currently working hard to improve our technology and processes. Thank you for your taking the time to pass on your feedback – we would be grateful if you could contact us and explain your experience in case it could help us address any issues: https://www.hrbs.co.uk/contact-us/ 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

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

Getting me mixed up with another lender

Getting me mixed up with another lender Reviewed on: 3rd February 2024

Reply from Hinckley & Rugby Building Society Hi Jo - not sure if you intended to leave this review for us, however should you wish to speak to a member of our team for any clarification, please do not hesitate to get in touch, we'd be happy to help. https://www.hrbs.co.uk/contact-us/ Response date: 7th February 2024

Very disappointing

Hello, This was our first time applying for a mortgage and we were quite disappointed in the service we received from HRBS. The biggest factor in this was timeline, and that almost every time we were given a timeline for decisions/replies they were never stuck to. We appreciate that this is likely due to a high caseload and not down to any one person or intentional, but nonetheless it was a significant source of stress during the house buying process. Reviewed on: 13th December 2023

Reply from Hinckley & Rugby Building Society Thank you for your taking the time to pass on your feedback. We are sorry to hear that we have not met the standards you expected during the processing of your mortgage application and that you are dissatisfied with the service we have provided. We would be grateful if you could contact our Lending Team so that we can investigate this for you. https://www.hrbs.co.uk/contact-us/ Response date: 19th December 2023

Awful service, avoid at all costs

We had a terrible experience with H&R, poor communication, never kept to any timescales (always another 7 days), and after 6 weeks of having our application and taking fees they declined on the basis of information they had at the start. Our broker said he has never experienced such shocking service. Reviewed on: 27th November 2023

Reply from Hinckley & Rugby Building Society Thank you for your feedback. A member of the complaints team will be in contact within the next 48 hours. Response date: 29th November 2023

Disorganised

I am writing to express my deep dissatisfaction and frustration with the ongoing mortgage process with your company. My experience so far has been marked by extreme inefficiency, disorganization, and a complete lack of effective communication. From the very beginning, it has been evident that your company is struggling to keep track of the documents I have submitted. Files have been overlooked, emails have gone unanswered, and there seems to be a general lack of awareness regarding the status of my mortgage application. Miscommunication has become the norm rather than the exception. At nearly every point of contact, there have been inconsistencies and contradictory information provided. It's disheartening to be on the receiving end of such confusion, especially when the stakes are so high and the process is already inherently stressful. What is even more frustrating is the apparent need for constant follow-up and prodding on my part just to get any updates or information. It feels like I have to chase your team at every stage to receive any feedback about the progress of my application or to be notified of any setbacks. This is not how a professional and customer-focused company should operate. I understand that there can be challenges in any complex process like mortgage approval, but the level of service I have received from your company falls far below acceptable standards. As a customer, I expect a seamless and transparent experience, which unfortunately has been sorely lacking. I trust that you will treat this complaint with the seriousness it deserves. I hope to see a significant improvement in the quality of service moving forward. Reviewed on: 30th August 2023

Reply from Hinckley & Rugby Building Society Thank you for your feedback. A member of the complaints team will be in contact within the next 48hours. Response date: 4th September 2023

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

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

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