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Review of the Hinckley & Rugby Building Society, Mortgages:

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From Frustration to Resolution Thanks to Deborah

I recently redeemed my mortgage and had asked for the surplus in my offset savings account to be transferred electronically to my bank account. When nothing arrived, I contacted Hinckley & Rugby and was told the funds had been sent by cheque instead - something I had not agreed to and which I had not received. The initial explanation I was given felt generic and didn’t address the issue, which was disappointing. However, when I was transferred to Deborah Winterton in Customer Administration, the experience changed completely. She listened carefully, understood the situation, and took ownership of resolving it. She followed up the same day to confirm the cheque had been cancelled and the funds would be transferred electronically as originally requested. Her approach was professional, patient and genuinely helpful. My positive rating is due to Deborah’s excellent service. She turned a frustrating situation into a resolved one. Reviewed on: 19th June 2026

Reply from Hinckley & Rugby Building Society Good morning, Thank you for taking the time to share your feedback. We’re sorry to hear about the confusion and frustration you experienced when redeeming your mortgage and arranging the transfer of your remaining funds. It’s disappointing that your initial contact did not fully resolve the issue or provide the clarity you expected. However, we’re really pleased to hear that Deborah Winterton was able to step in and turn the situation around for you. It’s great to know she listened carefully, took ownership, and acted quickly to ensure the cheque was cancelled and your funds were transferred electronically as originally requested. We will be sure to share your kind comments with Deborah, who will be very pleased to hear them. Thank you again for your feedback. We appreciate you taking the time to let us know about both aspects of your experience, as it helps us continue to improve our service. If you’d like to have more of a say in shaping what we do, you might like to join our Member Panel. Find out more or register your interest here: hrbs.co.uk/member-panel Response date: 2nd July 2026

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