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  • How we handle your complaint

    We’re committed to providing a high standard of service to our customers. If you feel this hasn’t happened, we want you to tell us about it so we can work with you to understand what’s happened and put it right.

Step one - contact us

The best way to get in touch is to call us, and we’ll try to resolve the issue immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days.

0800 052 2222
Paragon Bank PLC, PO Box 850, Wallsend NE28 5BJ

Step two – when and how you’ll hear from us

When and how will you hear from us…

If we are able to resolve your complaint within three working days, we will send you written confirmation of this.

Where we cannot resolve your complaint within three working days, we will send a written acknowledgement within five working days. We will then undertake a full investigation to enable us to make an informed assessment of your complaint.

We will send you a final response within eight weeks, which will:

  • Let you know the outcome of our investigation
  • If appropriate, advise you of what we intend to do to rectify the problem
  • If we disagree with your complaint, clearly explain the reason why

Throughout the eight week investigation, or until a final response is issued, we will keep you informed of our progress and we may contact you to ask you to provide further information regarding the issues you have raised.

Step three – referring your complaint

After our investigation, if you’re still unhappy with our response to your complaint, you can choose to refer it to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.

Financial Ombudsman Service, Exchange Tower, London, E14 9SR
0800 023 4567
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Your eligible deposits with Paragon Bank are protected up to a total of £85,000 by the
Financial Services Compensation Scheme (FSCS), the UK's deposit guarantee scheme.
See how you're protected
Paragon Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England number 05390593. Registered office 51 Homer Road, Solihull, West Midlands B91 3QJ. Paragon Bank PLC is registered on the Financial Services Register under the firm reference number 604551