What our borrowers say about us

Hinckley and Rugby is proud of the service which we provide for our customers - but don't just take our word for it, please see a small selection of comments recently received from some of our new borrowers.

"I am writing to say how delighted I have been with the service I have received over the past four years from members of your team. Everyone I have had contact with has been extremely helpful, polite and friendly, answering my queries and giving me good and sound advice. I would never hesitate in recommending the Hinckley and Rugby Building Society to any of my friends and colleagues seeking a mortgage."

"I have always been very pleased with Hinckley and Rugby’s performance – whether telephoning for help and advice or attending a branch, staff have been unfailingly polite, knowledgeable and helpful. I have already given Hinckley and Rugby’s details to a friend."

"Hinckley and Rugby have without doubt been the best building society we have used in over 30 years and 10 house moves. Please don't lose your traditional approach to customers and business."

"I liked that the customer service was personalised and I had names of specific people I could talk to. I was given good advice on what I could do personally to speed up the process."

"I like the no queuing phone system and the fact that the person who answered the phone was the person who could help me. Just like the good old days!"

"Having ported our mortgage with Hinckley and Rugby to our new home from our previous property, we continue to appreciate the helpful staff and quality service we have come to expect from you. Many thanks."

"We have always been delighted with all aspects of Hinckley and Rugby. Your staff are a great credit to you and the personal access one has to them is absolutely priceless – and, sadly, most unusual."

"Really excellent service. We had a mortgage with you and paid it off a few years ago. That procedure was handled very effectively and we were keen to return when we needed to borrow to fund an extension. It was a great help that our details were still on file."

"We were unsure about Hinckley and Rugby at the beginning as we didn't recognise the name but our financial adviser recommended your services to us. You had a very good product on the market and your level of service throughout was excellent. Very prompt at dealing with any queries and our remortgage went through very smoothly. Thank you for your prompt and courteous service provided. Well done to all."

"Best mortgage company ever had dealings with. Excellent company to do business with."

Unprompted praise is something most financial institutions simply don't see. However it does happen at Hinckley & Rugby.

The following comments were left by a customer who had recently completed an additional borrowing application. On this occasion no survey had been sent and no call had been made to check the customer was happy with our service. 

"In a world that seems all too quick to complain about poor or inadequate service, it is easy for exemplary and first class service to go unnoticed.

We do not wish for this to happen, and so write to express our delight at - and appreciation for - the service that we have received over almost 5 years from The Hinckley and Rugby Building Society.

Our dealings with The Society, whilst not overly complex, have been the subject of regular and quite involved minor amendments at our behest.

In EVERY instance, these requests and requirements have been received cheerily and efficiently, acted upon accurately and immediately, and at every stage we as customers have been informed of the progress of any dealings. Indeed, the speed with which we receive notifications of deposits and instructions borders at times on the telepathic!

Finally, we would like to put on record our deep appreciation to all members of The Society staff with whom we have had dealings. Without exception, they have treated us as valued clients and, most importantly, REAL human beings. We have felt on every occasion that our business mattered a great deal to them and we have felt appreciated from the very start of our business relationship.

It would be unfair to single out individuals for praise (and in any case there have been so many worthy candidates!) but we would be delighted if you would all take a collective pat on the back and accept our heart felt thanks for a great job, well done."