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Personal FAQs

If you've got a question, we've got the answer, and we’ve put the answers to your most frequently asked questions all in one place to help you find what you need.

Savings
Mortgages
Loans
Opening a Paragon Bank savings account
How can I open an account?

Opening a Paragon Bank savings account is easy, all you need to do is go to the savings page on our website, choose the account you want and click "apply now".

You will need the sort code and account number of your personal UK bank or building society current account when applying.

If you’re applying for an ISA you’ll also need your National Insurance Number and details of any ISAs you want to transfer.

Am I eligible to open an account?

Our savings accounts are available to people aged 18 or over who are 'ordinarily resident' (that is, who normally live) in the UK (not including the Channel Islands and the Isle of Man) for tax purposes.

You must have a personal UK bank or building society current account that is able to accept electronic payments. Our accounts are not available for trusts, charities or business purposes.

What is the process involved in opening an account?

If you have chosen your account and are ready to apply, you will need your contact details, your email address and the details of the UK current account you would like to use as your nominated account. Remember this is the account your funds will need to come from and go to.

Once you’ve completed the application form and sent it through to us we will start processing your application as soon as possible. Once your account is ready we will confirm your application reference number by email so you can make your opening payment and start earning interest straight away. We will also send you a Welcome Pack to your address, with the information you need to securely access your account and a reminder of how to make your opening payment.

When do I need to make my opening payment?

Once you have successfully applied for your account and we have confirmed it is open, you will need to make your opening payment.

If you’ve opened a Fixed Rate account or ISA, you have 14 days from your application date to make your opening payment. If we receive your payment within the 14 days we will guarantee either the rate you applied for, or our current rate advertised to new customers, whichever is higher.

If you don’t manage to make your deposit within the first 14 days of your application. You can still fund your account within 30 days of your application date and you’ll get the rate advertised at the time your deposit is made. It’s important to remember this might be lower than the rate you initially applied for.

If we have not received your funds within 30 days of your application, we will assume you no longer wish to hold your account with us and it will be closed. Any deposits received after this time will be returned and you will need to re-apply if you still wish to open an account.

Your payments in and out of your account must be from your nominated account. This account must be in the name or names of the Paragon Bank account holder or holders.

I've been told you need some more information before you can open my account. What does this mean?

When you apply for your account we carry out electronic checks to verify your identity and address. Sometimes we may need some additional information from you to help us with this.

If, when you complete your online application, you receive a message to say we need more information about you; please check your emails for details on what to do next. We’ll email you straightaway to tell you what we need you to send us. And if for any reason we’re still unable to complete your application we’ll contact you.

At this stage, even though we may ask for some additional information, you can still make your opening payment whilst we carry out our checks. If you have applied for a Fixed Rate account, we recommend you make your opening payment as soon as possible. This is because you need to have paid money into your account within 14 days of your application to guarantee the rate you applied for.

As soon as we’ve completed our checks, we’ll send you a welcome pack which includes your username so you’ll be able to log in to your account and see your opening payment. If we can’t complete your application we’ll return your money as soon as possible.

We will always process your application as soon as we can. Sometimes, if we’re experiencing high volumes or we ask you to provide additional documentation this may take longer than usual. Please be assured that we are doing everything we can to get your account up and running as quickly as possible.

How is my money protected?

We are registered under the Financial Services Compensation Scheme (FSCS) which means your eligible money is protected up to the current FSCS limit.

For more information, please visit the FSCS website.

What type of identity checks do you do?

We are required by law to check your identity and address before we can open your account and accept any payments into your account.

We will check the details you give us when completing your application against information held by Credit Reference, Fraud and Financial Crime Prevention Agencies.

We will also check the details of your nominated account to make sure that the account is in your name.

This is to protect you and us against fraud and comply with anti-money laundering regulations.

Who can certify my identity documents?

We may ask you to send us identification documents for security and fraud prevention. Documents you send to us need to be original or certified copies. However, we recommend that you send certified copies. A number of professional persons and organisations can certify your documents such as the post office or a professional such as a solicitor or an accountant.

Below is a full list of all acceptable certifiers. Every page should be certified and you must provide contact details, address and telephone number for the person certifying your documents as we may need to contact them. If sending originals of important documents such as passports, licences and identity documents, please use registered post. We’ll return all original documents we receive.

  • Accountant
  • Bank/ building society official
  • Barrister
  • Commissioner for oaths
  • Dentist
  • Financial services intermediary, e.g a stock broker or insurance broker
  • Justice of peace
  • Member of Parliament
  • Minister of a recognised religion
  • Optician
  • Paralegal – certified paralegal, qualified paralegal or associate member of the Institute of Paralegals
  • Police officer
  • Post Office Document Checking Service
  • Solicitor
  • Surveyor
Why do I need to link my bank account to my Paragon Bank savings account?

We only allow you to transfer money between your nominated account and your Paragon Bank savings account (or, between other Paragon Bank accounts that you hold).

This is because we are required to identify the source of a deposit when a customer opens a new account to satisfy money laundering regulations. If this deposit is from anyone other than you, our customer, it is necessary for us to understand your relationship with the third party. As a result, we have set a requirement that we can only receive money from a customer and therefore, the nominated account must belong to you. By doing this, it helps us to minimise the risk of money laundering and avoid any delay in opening your account whilst we run the necessary checks on the source of your deposit.

Can I link a business account to my Paragon Bank savings account?

Paragon Bank savings accounts are for personal use only and so must be linked to a personal bank account. This is because tax rates may differ between personal and business accounts.

Can I open more than one account?

Yes, however, the maximum amount you can hold in savings with us is £250,000. This is capped at £100,000 across all Paragon Bank fixed rate products and £150,000 across all Paragon Bank variable rate products - subject to any product specific restrictions detailed in the key facts about the product.

For joint accounts, balances are treated as being shared equally across account holders.

How do I know when my Paragon Bank savings account is open and ready?

Once you’ve completed your online application we will send you an email to confirm. This includes your application reference number so you can pay money into your account and start earning interest straight away.

This is followed by a welcome pack, sent by post, containing details of your username and all the information you need to access your account. You should normally receive this within a few days of your successful application. However sometimes if we’re experiencing high volumes or we ask you to provide additional documentation this may take longer than usual. Please be assured though that we are doing everything we can to get your account up and running as quickly as possible.

If, at the end of your application, you do not receive a message confirming you have passed our online checks, it means we’ll need to carry out some additional checks. If this happens, we’ll send you the details of any documentation we need and once we’ve received this, if it’s acceptable, we’ll send you a welcome pack in the post confirming your account is open. You can find out more, about what it means if we ask for some information when you open your account under the Opening a Paragon Bank savings account section.

Helping others to handle your affairs
What will happen to my account in the event of my death?

In the unfortunate circumstances of the death of one of our customers, if the account is a sole account we provide the option to the person(s) handling your affairs to either continue with the account or close the account. If the account is a joint account it will automatically transfer to the surviving account holder under the law of survivorship.

What will they need to do?

They will need to send through the original or certified copy of the death certificate along with confirmation of whom will be dealing with the account. This is so that we’re able to register the death. We’ve also created a helpful guide to choosing options for the account to help anyone going through this difficult time.

If sending originals of important documents such as passports, licences and identity documents, please use registered post. We’ll return all original documents we receive.

What if my account is in joint names?

If your account is in joint names, it will automatically transfer to the surviving account holder under the law of survivorship.

How will the balance of my account be communicated?

Following the confirmation of your death, we will write to the person(s) dealing with your affairs, detailing what they need to do and will confirm the balance as part of this communication. The interest on the account will be calculated up to the day before the date of death shown on the death certificate.

How will the account be closed

After we have received all of the necessary documentation the account can only be closed by cheque.

Fixed rate ending
What happens when my fixed rate comes to an end?

We will email you at least 28 days before your fixed rate comes to an end asking you to log in to your account to see your options so you can choose what to do with your money.

How will I know when my fixed rate is ending?

You can check this by logging into your Paragon Bank account, pick the account you’d like to know the end date for and head to account details. On this page you will find your “maturity date” which is the date your fixed rate ends.

I've not received an email to tell me my fixed rate is ending, what do I do?

There are a few reasons you may not have received an email.

Your fixed rate may not be coming to end just yet. You can check this by logging into your Paragon Bank account, pick the account you’d like to know the end date for and head to Account Details. On this page you will find your “maturity date”. If your fixed rate is due to end in the next month you will be able to view your options and tell us what to do with your money.

Alternatively the email address we have on file may be incorrect, please log in and you can view and change your details. If we receive a notification that our email hasn’t reached you, we’ll send your reminder by post, so you can log in and choose your re-investment options.

What are my options when my fixed rate is ending?

We’ll offer you a range of options so you can choose where best to re-invest your savings. We aim to offer you flexibility so you can choose one or more of the options to move your money to.

You can re-invest it into another Fixed Rate account, move it to an Easy Access account or you can transfer to your Nominated Account.

How long will I have to tell you what to do with my money when my fixed rate ends?

You have until two working days before your fixed rate ends to tell us what to do with your money, otherwise your money will automatically roll into an Easy Access account.

When can I tell you what to do with my money?

You can advise us of your choices at any time during the month before your fixed rate is due to end by logging in to your account.

However you need to have told us no later than two working days before your fixed rate ends.

How do I tell you what to do with my money when my fixed rate ends?

We want to make sure that deciding what to do with your money when your fixed rate ends is as easy as possible. So we’ve put together this Guide to choosing your re-investment options to help.

What happens if I don't tell you what to do when my fixed rate ends?

If you don’t give us your instructions at least two working days before your fixed rate ends, we will automatically transfer your money into an Easy Access account. You can still re-invest or move your money from here.

We don’t automatically roll your money into another fixed rate savings account, like some other providers. We want to make sure you have access to your money.

What happens if I change my mind about what I want to happen when my fixed rate comes to an end?

You can still change your mind even if you have already given us your instructions, as long as it’s at least two working days before the date your fixed rate comes to an end. Just log in and tell us your new instructions.

What happens if the rate changes after I've chosen my options?

Once you’ve chosen your options you’re guaranteed to get these rates or better. We’ll even honour them if our interest rates drop by the time the fixed rate on your account ends. Plus if our interest rates improve in that time, we’ll automatically give you the higher rate.

What if I choose to move my money elsewhere?

If you choose to have your money transferred into your nominated account, we’ll issue the payment on the same day that your fixed rate ends and you’ll receive it the following working day. If the final day of your fixed rate falls on a weekend, we’ll process the payment on the next working day and you’ll receive it 1 working day after. So if your fixed rate ends on a Saturday, your money will be sent on Monday and received on Tuesday. If Monday is a bank holiday then the money will be sent on Tuesday and received on Wednesday.

Cash ISAs
What is an ISA?

An ISA is an ‘Individual Savings Account’ which allows UK taxpayers to benefit from tax-free interest on their savings now and in the future - so any interest you earn is all yours.

Each tax year the government sets a maximum amount you can invest into an ISA. This can be split between a Cash or Stocks and Shares ISA. You can find details of this years’ ISA allowance here.

Why should I take out an ISA?

Every person over 16 in the UK is given a tax-free savings allowance each year and saving in an ISA will help you to make the most of this.

An ISA is a great way to take advantage of tax-free savings over the long term. Not only is your money tax-free now, but it remains so in the future.

What is the ISA allowance?

Each tax year the government sets a maximum amount you can invest into an ISA – this is your annual allowance or subscription.

The overall ISA limit for the 2017-18 tax year is £20,000 and you can invest in either a cash or stocks and shares ISA or a combination of both.

Can I transfer my ISA savings to a Paragon Bank cash ISA?

Yes, you can transfer current or previous ISA savings into your account.

You can transfer your ISAs during the application process, or if you already have a cash ISA with us you can download a cash ISA transfer form or stocks and shares ISA transfer form.

Can I open a joint ISA?

No, you cannot hold a joint ISA, they are individual savings accounts only.

What period does the tax year cover?

The tax year runs from 6 April to 5 April the following year. Each tax year, you can either open a new ISA or continue to save in an existing ISA, until you reach your annual allowance and you’ll earn tax-free interest on your whole balance every year.

When do I need to pay into my Paragon Bank cash ISA to qualify for the current tax year subscription?

As long as we receive your money by 2.00pm on 4 April it will count towards your current tax year allowance. However, if you’re transferring from another account please remember that it could take up to 5 working days for us to receive your money depending on your bank or building society and how you pay money into your account.

Can I withdraw from my cash ISA?

Depending on your account, you may be able to make withdrawals to your nominated account or transfer your ISA to a new provider.

ISA transfers are classed as a withdrawal, so the same interest penalties apply to both ISA transfers and withdrawals as detailed in full in your account terms and conditions and outlined below.

  • Easy Access cash ISA. You can choose when you want to withdraw your money and you will not need to pay a penalty.
  • Notice cash ISA. You can withdraw from a Notice Account without penalty as long as you give the required notice period. If you want to access your money immediately you will incur a penalty charge equal to the notice period.
  • Fixed Rate cash ISA. You can withdraw from a Fixed Rate account but you will incur a penalty which will be determined by the term of your account as detailed in your account specific terms and conditions.

However, it’s also important to consider the following before making a withdrawal or transfer:

  • Withdrawals. If you make a withdrawal from your cash ISA you will not reset your annual tax-free limit. For example, if you saved up to the cash ISA limit and withdrew £1,000 in the same tax year, you can’t then top up that £1,000 immediately. You’ll need to wait for the next tax year.
  • Transfers. If you transfer your ISA to another provider, you should always make sure you do it through an ISA transfer request with your bank or building society. Don’t try to do it yourself because you risk losing its tax-free status, which applies now and in the future.
Power of attorney
Can I open a Paragon Bank savings account as a power of attorney?

To make an application as a power of attorney, please contact our UK based customer service team on 0800 052 2222 (lines are open Monday to Friday 9am to 5pm excluding bank holidays).

A power of attorney can either be set up on an existing account or a new account can be opened for the donor under power of attorney.

What do you need to provide to open a new power of attorney account?
  • The power of attorney document or the Receivership or Deputy order (as appropriate)
  • The Enduring or Lasting power of attorney savings account application form that our customer services team will send to you. Please call them on 0800 052 2222 to request this
  • Proof of identity and residency of the account holder (if they do not hold an existing Paragon savings account)
  • Proof of identity and residency of the attorney (if they do not hold an existing Paragon savings account)
  • The opening deposit in the form of a cheque drawn on the nominated account. Please make this payable to Paragon Bank re: the name of the account holder
What do you need to provide to register power of attorney on an existing account?
  • The power of attorney document or the Receivership or Deputy order (as appropriate)
  • The Enduring or Lasting power of attorney savings account application form that our customer services team will send to you. Please call them on 0800 052 2222 to request this.
  • Proof of identity and residency of the account holder (if they do not hold an existing Paragon savings account)
  • Proof of identity and residency of the attorney (if they do not hold an existing Paragon savings account)
How do I pay into a power of attorney account?

If an application is made under power of attorney you will need to make the opening payment by cheque. Cheques must be made payable to: Paragon Bank re: the name of the account holder (this should be the donor) and from the nominated account.

Once you receive the welcome pack you will have details of your account number and can make payments either electronically or by cheque from the nominated account.

As the attorney how do I know when the account is open?

Once the account is open we will send a welcome pack to you as the power of attorney. This contains details of a username and information about accessing your account. You will also need to call our team on 0800 052 2222 to set up a password for the account.

You should normally receive your welcome pack within a few days of a successful application.

As the attorney how do I operate and manage the account?

All our accounts are managed online and this remains the same for those held under power of attorney.

Once the account is open, call us on 0800 052 2222 to set up a password. You can then log in online and complete the rest of the security information and access the account.

Interest and charges
Where can I find out my interest rate?

Paragon Bank is committed to giving consistently good returns to our customers and to making sure our rates are always clearly shown.

You can view the interest rate you are earning on your account by logging into your account.

Details of current and historic rates are also available on our website.

Do you provide an annual certificate of interest?

Yes, you can log into your account and print off an annual certificate of interest.

What happens if my interest rate changes?

If we ever change the savings rate on your account we'll contact you.

If we are reducing your rate we'll let you know two months in advance. Should your product require more than 60 days’ notice for withdrawal, then we’ll inform you of our rate reduction in line with your notice period.

If we are increasing your rate we will contact you within 30 days of making the change.

How is interest calculated?

We calculate interest on savings accounts daily. It is then compounded and paid gross on either a monthly or annual basis depending on the specific savings product you hold and how you have selected to receive interest.

Do I need to pay tax on my savings?

The Personal Savings Allowance was introduced by HMRC on 6 April 2016. This means that basic rate taxpayers can earn £1,000 of interest per tax year before paying tax on their interest. For higher rate taxpayers this allowance is £500 per tax year. There is no Personal Savings Allowance for additional rate tax payers.

Interest earned on ISAs won’t count towards your Personal Savings Allowance because it’s already tax-free.

All interest is paid gross. However, if the interest you earn on accounts held with us and any other providers is more than your Personal Savings Allowance, tax may be due and will be paid to HMRC directly through your tax code. If you self-assess, you'll continue to pay through that system.

Can I change how I receive interest?

Yes. You can change where or how, you’d like your interest paid at any time by logging into your account.

You can change how often you receive interest on your savings account to monthly or annually. Your interest payments are determined by the date you first paid money into your account, which may be different to the date you applied. You must make your selection at least one working day in advance of your interest payment in order for it to take effect that calendar month.

You can also choose to have your interest added to your existing savings account, to another account with Paragon or automatically into your nominated bank account – subject to your terms and conditions.

Are there any fees for the savings account?

No, Paragon Bank does not charge fees for operating your savings account or accessing your money.

We may make small charges to recover our costs for non-standard activities however we’ll let you know about this first.

Full details of our current charges and fees can be found here.

Moving my money
How do I pay money into my savings account?

You can make payments from your nominated account into your Paragon Bank savings account in two ways:

Electronic bank transfer

Simply tell the bank or building society of your nominated account that you would like to make an electronic payment using the following details:

Sort code: 40 02 50
(This may show up as HSBC - don't worry, we partner with them to provide our customers with access to payment services such as faster payments and BACS. Your money will reach us and then your account.)
Account number: 31344897
Beneficiary name: Paragon Bank PLC
Payment reference: Please state either your savings account number or the application reference number which you were given when you opened your account.

The payment reference allows us to identify and apply your payment to your savings account. Without this there may be a delay processing your deposit or we may return your payment.

We will always ask you to use these details when making a payment. If you’re ever asked to send money to different payment details, then please contact us immediately.

Payments by cheque

If you would like to make your payment by cheque it must be from your nominated account and made payable to:

Paragon Bank re your name and savings account number / application reference number. For example "Paragon Bank re Mr A Smith 123456789"

You can send it to us Freepost at:

RTEX-LLUT-KKKE
Paragon
PO Box 850
Wallsend
NE28 5BJ

Please note: We cannot accept deposits from any source other than your nominated account. This includes deposits by cash or bankers draft. Any payments which are not from your nominated account will be rejected and returned without interest.

How do I withdraw money from my account?

You can withdraw money from your savings account into your nominated account safely and securely, providing your account allows withdrawals and you have sufficient cleared funds.

Simply log into your account, and select the account you want to withdraw money from and follow the instructions on screen.

If we receive your request before 2pm your money should be in your bank account by the end of the next working day. If your request is after 2pm we will process it the next working day and it will show in your nominated account by the end of the following day.

How will I know you've received my payments?

When we receive your money, we’ll send you an email to let you know.

If we receive your money before 1pm, we’ll email you the same business day to confirm your money is in your account and available to view online. If we receive your money after 1pm, we’ll email you the next business day instead.

For example, if we receive your money on a Monday before 1pm we’ll email you on the same day. If we receive your money after 1pm on that Monday, we’ll email you on Tuesday.

Please remember, if you’re making an electronic payment from your nominated account you’ll need to check with your bank or building society how long it will take for them to send us your money. We are unable to control the time it takes for us to receive your money.

Can I transfer money between my existing Paragon accounts?

Yes, if your accounts allow deposits and withdrawals you can easily move money between accounts.

All you need to do is log into your account, select the account you want to transfer money from and follow the instructions on screen.

How long does it take to clear a cheque on my savings account?

We usually credit cheques to your account on the day we receive them. It normally takes up to six days for them to clear our banking systems. However, you will start to earn interest from the second business day after we credit your cheque.

When will my money be available for withdrawal?

You may only withdraw money up to the amount of the cleared balance of your account.

Your product terms and conditions may specify additional restrictions on withdrawals or minimum balances that you must maintain to keep your account open.

Any money received by BACS, Faster Payments or CHAPS should be available for you to withdraw on the business day it is received, provided we receive it before 1pm.

If we receive your deposit after 1pm, we will credit it to your account from the date we received it. However, it may not be visible on your online statement, or available for you to withdraw, until the next business day.

Money we receive by cheque will be available for you to withdraw on the sixth business day after we have banked your cheque.

How can I save regularly into my savings account?

You can save regularly into your Paragon Bank Easy Access or Notice Account by setting up a Standing Order from your nominated account. You’ll need to do this directly with the bank or building society where your nominated account is held.

A Standing Order allows you to make regular payments into your account, helping you to top up your savings.

How do I open a new account and transfer money from my existing Paragon account?

If you would like to move your money from an existing account to a new account with Paragon you can do this by logging in and opening a new account.

If you apply before 1pm the new account will show on your Account Summary by 6pm the same day, if you apply after 1pm the new account will show by 10am the following day. You can then move your money by selecting the account you wish to move your money from and clicking on ‘manage account’, ‘move my money’ and selecting transfer to the new account.

It is important to check your Product Terms and Conditions before transferring to a new account.

Using your Paragon Bank savings account
How do I bank online?

You can access your accounts by logging into our website. You will need the username we sent to you in your welcome pack along with the password and memorable data that you set up when you applied.

Once you have successfully logged into the website you can view your accounts and check balances and transactions. You can also view and print statements, update some of your personal details and move money (if your product terms and conditions allow this).

What happens if I need to talk to someone?

We’ve tried to make our internet service as simple and easy to use as possible. However, if you do have a problem or would like to talk to us there are a number of ways you can get in touch.

Call: 0800 052 2222. Lines are open from 9am to 5pm Monday to Friday excluding Bank Holidays.

Secure message: Log into your account via. We’ll respond to any messages as soon as possible and then let you know by email (at your registered email address) when we have sent a response.

Email: savings@online.paragonbank.co.uk. If you do not have access to log into your account, you can email us instead.

My details have changed, how do I update the information you have about me?

It’s important to keep your information up-to-date and let us know about any changes to your contact or banking details.

This helps us to make sure your money is safe and secure, and we can contact you quickly if there are ever any problems.

If you need to change any information we hold about you, including your nominated bank details, name, address, contact numbers or email address, log into your account. In some cases we may ask you to send us further information or complete a form.

How can I make a complaint?

We appreciate that we don’t always get it right, so if you feel this has happened we want you to tell us about it so we can put it right.

The easiest way to resolve a problem is to call us on 0800 052 2222 and we will do our best to help. We're available from 9am to 5pm Monday to Friday excluding Bank Holidays.

You can also send us a secure message. Or you can write to us at:

Paragon Bank PLC
PO Box 850
Wallsend
NE28 5BJ

If we cannot resolve your complaint immediately, we will send 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, we will clearly explain the reason why

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

If you are unhappy with how we have resolved your complaint you can choose to refer your complaint 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

I've forgotten my login details how can I request new ones?

If you've forgotten your password you can reset it quickly and easily online by going to the log in page and choosing the reset password option. You'll need your username, email address and memorable data.

If you've forgotten your username or memorable data please call us on 0800 052 2222 and we'll be happy to help.

You can contact us from 9am to 5pm Monday to Friday excluding Bank Holidays.

Can I change my username?

Unfortunately, you cannot change your username as it forms an important part of our overall security provisions. It combines with your password and memorable data to help us be sure that only you can access your account.

We generate the username individually and randomly for each customer, using a mixture of letters and numbers. It’s deliberately not something that a third party could derive or guess should they have access to other elements of your personal data.

We send it to your home address, not by email, as an added layer of security.  

Your username forms an important part of your secure log on which you must keep safe, along with your password and memorable data. If you’re concerned that someone else has access to your username, or any of your other log on information, please contact us immediately on 0800 052 2222. We’ll make arrangements to send you a new username in the post.

Do you send statements?

No, but you can go online at any time to view and print statements for your accounts.

How can I close my account?

If you have an easy access account you can close it at any time by logging into your account and simply withdrawing all your money.

If you have a fixed rate account, you cannot close your account until the end of the term of the account. The exception to this is if you are in the initial 14 day cooling off period after opening your account.

If you have a notice account, we’ll ask you to give us the notice specified in your product conditions. The exception to this is if you are in the initial 14 day cooling off period after opening your account.

Please refer to the Product Terms and Conditions for more information.

Keeping you and your money safe and secure
How secure is your website?

Money can only be deposited from your nominated account and we will only ever return it to that same account.

We take security very seriously and all your information is held in the strictest confidence. We comply with the privacy standards followed by all major British financial institutions and constantly review and update our online safeguards to keep your information and money safe.

You are the only one who can access your account or authorise a transaction using your username, password and memorable data - provided you do not share this information with anyone else.

If you leave your screen inactive for more than five minutes, you will be automatically logged out of your account. Whilst you should always log off whenever you leave your computer, the automatic time-out provides some additional protection

Our full security policy can be viewed here.

What online security safeguards are in place?

Your access and use of our website is protected using 256 bit encryption known as the Transport Layer Security (TLS) protocol which makes sure that data is scrambled and cannot be read or understood by anyone else.

When you visit the Paragon Bank website (www.paragonbank.co.uk) and access the Savings log in page (online.paragonbank.co.uk), you will see the URLs are prefixed with ‘https’ which indicates that you are on the genuine, secure site.  In addition, a padlock or key may be displayed next to the URL text and the URL background may turn green (this is dependent upon the browser you are using).

It is important that the browser software you use supports the highest level of encryption that is used by us, so we suggest that you use the latest available browser version and keep up to date with security patches.

Our website is verified by online security certificates issued by GeoTrust which you can check to ensure that our website is genuine. If you receive a warning about the security of a website or its certificate, you should not use that site.

We also use firewalls to restrict access to our secure website and systems from unauthorised entry.

I am concerned that someone else knows my password or memorable details, or my account may be compromised. What can I do?

If you suspect that someone knows your security details, you should change your password or memorable details immediately. If you believe someone has had access to your account, call us on 0800 052 2222. We will investigate and set up new security details for you.

How is the information that Paragon Bank hold about me used?

We collect information about you when you register or open an account with us through our website.

We may also collect information from other organisations, including Fraud Prevention Agencies.

We will also collect information about the way you use our products and services on our website through the use of cookies.

We use this information to provide you with your savings accounts and continually improve the products and services we offer.

If you have given us permission we will also use your information to offer you specific products and services we think may be of interest to you.

Full details of our data policy can be viewed here.

How can I protect myself from fraud and scams?

Your password and memorable data are the keys to your account. You must always keep them secret, never write them down or give them to anyone else. Make sure you use passwords and memorable data that cannot easily be guessed.

You must protect your computer from attack by employing up-to-date anti-virus and personal firewall software. You should also always keep the browser software up-to-date when using internet banking.

Fraudsters may sometimes send you emails with links to spoof websites trying to trick you into giving your security information away. They may offer you large sums of money or try to convince you there’s a problem with your account. If this happens, never click on links or enter personal, financial or security details until you have checked the email and website address carefully and you know the site is using encryption.

If you receive emails that are suspicious or you have any concerns, do not respond. Contact us by secure message, email savings@online.paragonbank.co.uk or phone 0800 052 2222 and we will investigate.

Please remember that we’ll never contact you by email, post or phone asking for your security details. When you call us, we will run through our security checks as standard and when you visit our website you can be confident that we comply with the privacy standards followed by all major British financial institution. This means it’s safe for you to click on the links within our site and log in to your account.

You can also find helpful information on online scams and how to protect yourself against them by visiting the FCA website.

What is your cookie policy?

Cookies are small data files which are sent to your computer from websites. They are stored on your computer’s (or other device such as tablet or smartphone) memory.

Our website uses these cookies to help provide you with a good user experience, understand how people use our website and also track the effectiveness of advertising campaigns.

When you first visit our website, we ask for your agreement to set cookies to comply with e-privacy regulations. Full details of our cookie policy are explained here.

Second charge mortgages

I have a second charge mortgage with Paragon
I have an existing loan with Paragon; can I borrow any more money?

We’re happy to consider a request to borrow more money. Please contact us on 0345 149 7750 to discuss your request. Before we can make you an offer of a further advance we will need to assess your circumstances and the affordability of your total borrowing with us.

I took a second charge loan out with Paragon Personal Finance Ltd prior to 2014, who should I contact?

If you took out a second charge mortgage with Paragon before 2014 and have a query, please call 0345 147 9303.

How do I get in touch with Paragon after my loan has completed?

Once your loan has completed and you’d like to contact us, you can call 0345 149 7750. Our UK based Customer Servicing team are happy to help with any questions you may have.

Can I change my payment date?

Yes - please contact our Customer Servicing team on 0345 149 7750 to discuss this. Any request to change your payment date must be made at least five working days before your monthly payment is due. Please be aware that deferring your payment date may mean your next payment is larger than usual as it will include interest for the additional days until payment is collected.

How do I make an additional payment?

If you want to make an additional payment to your usual arrangements, please call us on 0345 149 7750 and we’ll be happy to help. Please note there is a minimum requirement of £500 to do this. For more information, please see your terms and conditions.

What do I do if I'm thinking of remortgaging or want to borrow more money on my first mortgage?

If you are thinking of remortgaging or borrowing more on your current first mortgage, then please get in touch with us as soon as possible on 0345 149 7750 to discuss your request. Your loan with Paragon contains a restriction which prevents changes to the charges registered against your property without our consent.

Do I need to settle my loan if I move house?

It may be possible to transfer your second charge mortgage to your new property, however, this will be subject to our lending criteria at the time of your request. Please contact us as soon as possible to discuss your requirements and if we can accommodate your request, we’ll tell you the conditions you’ll need to meet to allow us to approve a transfer. This is because we will need to communicate with your solicitors to make sure all of the paperwork is fully prepared and has been received by your solicitor in time for completion.

Is porting available on Paragon second charge mortgages?

It may be possible to transfer your second charge mortgage to your new property. In this instance, please contact us as soon as possible to discuss your requirements and the conditions you’ll need to meet to allow us to approve a transfer. This is because we will need to communicate with your solicitors to make sure all of the paperwork is fully prepared and has been received by your solicitor in time for completion.

I am having problems paying?

If you are having difficulties meeting your payments please call us on 0345 149 7751 as soon as possible. We have a number of options we can talk to you about and we will always do our best to help.

I am not having problems paying today but my circumstances have changed and I'm worried I may not be able to pay in the future

If you think you may struggle with your repayments in the future, please call us on 0345 149 7751 as soon as possible. We have a number of options we can talk to you about and we will always do our best to help.

Can I overpay my second charge mortgage?

If you want to make additional payments to your usual arrangement, please call us on 0345 149 7750 and we’ll be happy to help. Please note there is a minimum requirement of £500 to do this. For more information, please see your terms and conditions.

What do I do if I'm changing my bank account?

We are happy to change your bank account details. To make sure we collect your monthly payment on time, please give us a minimum of five working days to set up your new payment arrangements.

If the new bank account you wish to use only requires one signature, you can update us with the details and set up your new Direct Debit, by calling 0345 149 7750.

If the new bank account you wish to use requires two or more signatures on the account, please fill out a new Direct Debit instruction and send it to us at:

Customer Servicing
Second charge mortgages
Paragon
51 Homer Road
Solihull
West Midlands
B91 3QJ

Can I settle my agreement early?

Yes, you can settle your agreement at any time. To get a settlement figure, please call our Customer Servicing team on 0345 149 7750.

How can I make a payment to settle my agreement?

If you would like to settle your agreement with us, please call us on 0345 149 7750 to request a settlement figure. Once you have received your settlement figure, there are a number of ways you can pay it. The quickest and easiest way is by electronic bank transfer. We will send you our bank details with your settlement statement. Alternatively you can call our Customer Servicing team on 0345 149 7750 and make a payment by debit card.

Why is my settlement figure different from the balance of my loan?

If you decide to settle your second charge mortgage before the end of your agreement, you may have to pay us an early repayment charge. Your offer letter will explain if and when any early redemption charges apply to your loan and how this is calculated.

Can I underpay my second charge mortgage?

If you are having difficulties meeting your payments, please call us on 0345 149 7751 as soon as possible. We have a number of options we can talk to you about and we will always do our best to help.

Can another person talk to you about my agreement?

Under the Data Protection Act we can only talk to individuals named on your loan agreement, unless you have specifically nominated a third party to speak on your behalf. Even then, we can only provide information to your third party - they cannot make any changes to your agreement.

If you would like to nominate a third party please contact our Customer Servicing team on 0345 149 7750.

Why has there been a change in payments on my account?

If your loan with us is on a variable rate, it means your payments can change over the term of the loan. Please note that these rates are not linked to any external rate such as the Bank of England Base Rate. The factors that can result in a change in your interest rate are detailed in your terms and conditions.

What do I do if I am unhappy with the service I have received?

We strive to provide the highest possible level of customer service at all times. If we haven’t met your expectations please let us know and we will try to resolve any issues as quickly as possible.

You can contact us about your complaint by calling 0345 149 7753 or email bank.complaints@paragonbank.co.uk.

What are the service fees?
To see our latest list of service fees please click here.
Are there any organisations who can provide advice if I am facing financial difficulties?

If you are experiencing financial difficulties you can seek free independent advice from:

Citizens Advice www.citizensadvice.org.uk

National Debt Line www.nationaldebtline.co.uk

Payplan www.payplan.com

Step Change Debt Charity www.stepchange.org

These organisations will help you assess your financial situation to see what you can afford. They will also help you fill out a common financial statement which you should send, along with your proposed repayment offer, to:

Collections
Second charge mortgages
Paragon
51 Homer Road
Solihull
West Midlands
B91 3QJ

What happens if I am experiencing financial problems due to ill-health or for any other reason?

Should your financial position change in a way that will affect your ability to make your monthly repayments, it is extremely important to contact us immediately. The sooner we are made aware of your circumstances, the sooner we can help you find a solution. Under these circumstances please contact our team on 0345 149 7751.

What are the opening hours of your customer service helplines?

If you’re a new customer and you’d like to speak to us you can call 0345 149 7755, Monday to Friday 9.00am to 5.00pm.

If you’re an existing customer, we’re available on 0345 149 7750, Monday to Friday 8.30am to 5.00pm.

I’m interested in a second charge mortgage
Who are Paragon?

We provide simple, straight forward secured loans, available through a panel of registered brokers. Although our loans are arranged through brokers, our secured loans are built with our customers in mind and our UK based customer servicing team are always at the end of the phone to answer any questions.

We are regulated by the Financial Conduct Authority (FCA) and are members of the Finance and Leasing Association (FLA) and subscribe to its lending code. More information about the FLA can be found here.

Who do Paragon lend to?

You must be an employed or self-employed homeowner with an existing mortgage to receive approval for a second charge mortgage from us. Currently, we do not offer unsecured loans.

How do I apply for a loan with Paragon?

We do not sell our second charge mortgages direct to customers. Our mortgages are available through a number of mortgage intermediaries who specialise in this market.

Although we’re not able to recommend any particular intermediary, you can contact us on 0345 149 7755 for help in locating a suitable firm.

Once you have chosen an intermediary, before they will be able to advise you, they will ask about your circumstances and finances and about your requirements. Your intermediary will recommend a mortgage that they believe is most suitable for your needs and circumstances and will also be responsible for arranging your loan.

Your intermediary should explain the terms and conditions of the loan, as well as what the various documents mean. We recommend that you ask for an explanation if you don’t understand any part of your second charge mortgage agreement, including the terms and conditions.

If, after talking to your intermediary, you are still in any doubt you should seek independent legal and/or financial advice. Please note that your intermediary may charge you a fee for their service.

What is a second charge mortgage?

Second charge mortgages are personal loans against which you offer some form of security – in our case that security is your home. Second charge mortgages are usually taken out to make home improvements, like a conservatory or extension. Some people use them for big purchases such as a car or holiday of a lifetime, and often they are used to re-organise finances and consolidate debts**

**consolidating your debt may increase the amount you pay back overall and extend the repayment period. Repaying borrowing over a longer term may increase overall interest charges – but it can help keep your repayments at a more affordable level.

How much can I borrow?

We offer loans between £15,000 and £500,000 over terms of 60 to 300 months.

What can I use a Paragon secured loan for?

Secured loans offer a convenient way of simplifying and re-organising your monthly budget by consolidating existing debts into a single loan and monthly repayments. It is often possible to raise additional cash at the same time for home improvements, a holiday, or other expenses such as a family wedding.

Although your current monthly outgoings and the interest rates you’re paying can often be significantly reduced, you should be aware that stretching your finances over a longer term could increase the overall amount of interest you’ll pay. You should discuss this with your broker at the time of application.

Is there anything I can't use a second charge mortgage for?

We won’t consider second charge mortgage applications that are for:

  • business purposes
  • cosmetic surgery
  • settlement of outstanding tax
  • installation of solar panels
  • financial speculation
  • funding towards marital settlement
Do you offer payment holidays?

Payment holidays aren’t available on our mortgages but if you are having difficulties meeting your payments, please call us on 0345 149 7751 as soon as possible. We have a number of options we can talk to you about and we will always do our best to help.

What is a repayment mortgage?

A repayment mortgage is a mortgage where each monthly payment partly covers the interest due each month with the rest going towards paying off the original amount you borrowed.

Motor Finance

How do your dealers qualify?

We have a comprehensive registration process in place when recruiting dealers and deal with only the most reputable companies. In all instances one of our Regional Sales Managers will visit potential dealers before approving them.

How reputable are your dealers?

Our dealers must be approved by the FCA or have interim permission, along with other qualifying criteria, to be able to represent Motor Finance. So you can be sure you will be in safe hands.

How do I make an additional payment?

If you want to make a payment outside your usual arrangements, you can call us on 0345 149 7770. We will be happy to help.

How do I settle my account?

You can get a settlement figure for your account by calling our Customer Servicing Team on 0345 149 7770. We will also send you a copy in the post.

Having problems paying?

If you are having difficulties meeting your payments please call us on 0345 149 7771 as soon as possible. We have a number of options we can talk to you about and we will always do our best to help.

I have a new agreement, when will my payments begin?

Your repayments will usually begin one month after your agreement start date. Please refer to your individual Customer Welcome Pack for further details.

What do I do if I'm changing my bank account?

We are happy to change your bank account details. Just make sure you give us a minimum of five working days to set up your new payment arrangements so we can ensure we collect your monthly payment on time.

If the new bank account you wish to use only requires one signature you can update us with the details by calling us on 0345 149 7770. We can set up your new Direct Debit over the phone.

If the new bank account you wish to use has two or more signatures on the account or you are not the agreement holder you will need to fill out a new Direct Debit instruction and send it to us at:

Customer Servicing - Motor Finance
Paragon
51 Homer Road
Solihull
West Midlands B91 3QJ

Can I settle my agreement early?

Yes, you can settle your agreement at any time. To get a settlement figure please call our Customer Servicing team on 0345 149 7770.

How can I make a payment to settle my agreement

If you would like to settle your agreement with us there are a number of ways you can do this.

The quickest and easiest way to make a payment is by electronic bank transfer. We will send you our bank details with your settlement statement. Alternatively you can call our Customer Servicing team on 0345 149 7770 and make a payment by debit card

Can I change my payment date?

Yes. All you need to do is make your request at least five working days before your monthly payment is due. Please contact our Customer Servicing Team on 0345 149 7770.

Can I take my car abroad?

You can take your car abroad, provided you have appropriate insurance cover, as described in Section 5.1 of your agreement. If you are planning to take your car outside of Western Europe or intend to take it anywhere abroad for longer than 28 days, please let us know.

What do I do if I am unhappy with the service I have received?

Please visit our Complaints page.

What are service fees?

To see our latest list of service fees click here.

Can I withdraw from my finance agreement?

Provided your agreement is regulated by the Consumer Credit Act (HIRE PURCHASE AGREEMENT, REGULATED BY THE CONSUMER CREDIT ACT 1974), you have 14 days from receipt of the copy of your executed agreement from Paragon to cancel the agreement. Please note that cancellation of the finance agreement does not cancel the sale of the goods themselves.

What do I need to do if I want to withdraw from my finance agreement?

If you decide to withdraw from your Motor Finance agreement, you will need to contact our Customer Servicing team on 0345 149 7770 within 14 days of receiving your executed agreement. You will then need to confirm this in writing by sending a signed letter with your name, address and agreement number to:

Customer Servicing - Motor Finance
Paragon
51 Homer Road
Solihull
West Midlands B91 3QJ

If I withdraw from my agreement, what will I need to pay?

You will need to pay the amount financed. This amount will be detailed in the payments section of your finance agreement.

Can I make a lump sum payment towards my agreement?

Dependant on the terms and conditions of your agreement, you may be able to make additional payments at any time. All you need to do is contact our Customer Servicing team on 0345 149 7770 and we will be happy to help.

I have a problem with my vehicle. What do I do next?

In the first instance, you will need to contact your supplying dealer to discuss the problem. If you are unhappy with the outcome and need further assistance please call 0345 149 7773 or write to:

Customer Servicing - Motor Finance
Paragon
51 Homer Road
Solihull
West Midlands B91 3QJ

What do I do if my car is written off?

If your car is written off, you need to carry on making your monthly payments whilst your insurance company resolves the matter. If your vehicle has been deemed a total loss, you will need to settle your account in full once you have received any insurance payout.

What happens if my car is stolen?

If your car is stolen, you need to carry on making your monthly payments while your insurance company resolves the matter.

If you have told us that your car has been stolen and it is then found and returned, you will need to get a letter from your insurance company to confirm this. If your car is not recovered, you will need to settle your account in full once you have received any insurance payout.

I'm experiencing financial difficulties, can I reduce my monthly payments?

If you are having difficulties making your payments, please contact us as soon as possible on 0345 149 7771. We are happy to consider reducing your repayments and whilst we look at every case on an individual basis, there are a number of factors we take into consideration before we make a decision. These factors include: the type of agreement you have, the reason for your financial difficulties, and the balance left on the agreement.

If I can no longer afford to make any repayments, what options are available to me?

You will potentially have a number of options available to you, such as voluntarily surrendering your car. For more information about these options, please contact our Customer Services Team on 0345 149 7771.

What happens if I am experiencing financial problems due to ill-health or for any other reason?

You will potentially have a number of options available to you, such as voluntarily surrendering your car. For more information about these options, please contact our Customer Services Team on 0345 149 7771.

How do I make a complaint?

Please visit our Complaint page.


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

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