Top Nav (alt)

Complaints information for mortgage customers

Complaints

We aim to provide high standards of service.  However, there may be occasions when you feel that you may have a complaint, in which case our staff will try to resolve the problem or help with any queries.  Whilst we hope we can resolve any problems through these internal procedures we are also a member of the Financial Ombudsman Services Scheme to which customers can appeal after internal procedures have been exhausted.  You can request a copy of our internal complaints procedure at anytime by calling our Principal Office on 01455 251234.

View the Society’s Complaints Policy and Procedures – Consumer Leaflet here. 

If you do not think we have treated you fairly, you can complain to:

Mortgage Services Manager

Hinckley & Rugby Building Society.

Upper Bond Street

Hinckley

Leicestershire LE10 1DG

Telephone: 01455 251234

If your complaint is not dealt with to your satisfaction, you have the right to refer it to the Financial Ombudsman Service, which provides a free and independent service for consumers and can be contacted at:

The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Telephone: 0300 1239123

Email: complaint.info@financial-ombudsman.org.uk

Web: financial-ombudsman.org.uk

PPI Claims

A new deadline of 29th August 2019 has been set to complain about the sale of a PPI policy. Please see the guide below, issued by the Financial Conduct Authority, for further information.