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Complaints information for mortgage customers


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:

Head of Mortgages

Hinckley & Rugby Building Society.

Upper Bond Street


Leicestershire LE10 1NZ

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



PPI Claims

The  deadline of 29 August 2019 has now passed for submitting complaints about the sale of a PPI policy or commission.  Please see the guide below for further information.