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Important information

Customer service

We aim to always give our members the highest standards of service, but there may be times when we don’t get things right. If your experience didn’t meet your expectations, please let us know. We are always looking for ways to improve, and we will take your feedback seriously. You can also visit our complaints page for information about making a formal complaint.

Confirming identity

As a financial institution, we are required to confirm the identity of every customer who applies for a mortgage account with the Society. We do this to protect you against the risk of identity fraud and to comply with money laundering regulations.

We will normally check your details on the electoral register and ask you to provide a full, current UK driving licence or a full current UK passport, plus an original of one of the following:

• A gas, electricity, water or telephone bill that is no more than three months old.
• A bank or building society statement that is no more than three months old.
• A recent letter from the Inland Revenue that is no more than three months old.
• A Local Authority tax bill (received in the last 12 months).

Bank details

For direct debit payments to your mortgage account, and for any extra payments such as to pay fees or charges, or for redemption (settling a mortgage account), use the following details:

Account name: Hinckley & Rugby Building Society
Sort code: 40-05-30
Account number: 74575938
Reference: Your 11-digit mortgage account number

Choose ‘business’ as the type of account, because payments are received into our business account.