Complaints resolution process

We aim to provide our members with the highest standards of service, however, there may be occasions where we don’t get things right.

We aim to provide a first class service at Hinckley & Rugby for Intermediaries. We value our brokers and customers but know sometimes things don’t go to plan, we recommend that you call as soon as you can so we can work with you to put things right.

For a case that is already submitted please call 01455 894 736
For pre application, please call 01455 894 084
For post application, please call 01455 894 738

Alternatively you may wish to use our internal complaints procedure, view our leaflet below to find out more.

View our complaint information leaflet.

Get in touch

Phone: 01455 251 234



Customer Operations                                                                                          
Hinckley & Rugby Building Society                                                                                             
Upper Bond Street
LE10 1NZ

Please speak to a member of our team. Our lines are open Monday – Friday 9am – 5pm. We are closed on Saturdays, Sundays and bank holidays.

Handling your complaint

We endeavour to resolve your complaint within 15 working days, but please allow us up to eight weeks. If your complaint is complex, we may need more time. If this is the case, we’ll let you know using your preferred contact method.

If we’re unable to resolve your complaint within eight weeks, we’ll write to you explaining why including details of how you can refer your complaint to the Financial Ombudsman Service if you remain dissatisfied.

You can refer your complaint to the Financial Ombudsman Service, within six months of the date of the final response letter using the details below:

Phone: 0300 1239 123



The Financial Ombudsman Service
Exchange Tower
E14 9SR