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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

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