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Complaints

At Paragon, we’re committed to providing a high standard of service to our customers but we appreciate we don’t always get it right. When this happens, we want you to tell us about it so we can put it right for you and all our customers.

 

How to make a complaint

Step one – contact us

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

Who you need to contact will depend on which product or service you have with us. Please see our contact details below.

Personal customers

Savings

Buy-to-let mortgages

Second charge mortgages

Residential mortgages

Motor finance

Still unsure of who to speak to?

 

Complaints about Discretionary Commission Arrangements (DCA) ​in Motor Finance

*Calls may be recorded for training and monitoring purposes

Business customers

Development finance

Asset finance

Invoice finance

Still unsure of who to speak to?

*Calls may be recorded for training and monitoring purposes

Intermediaries and brokers

Buy-to-let mortgages

Second charge mortgages

Motor finance

Asset finance

Invoice finance

*Calls may be recorded for training and monitoring purposes

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

If we’re able to resolve your complaint within 3 working days, we’ll write to you to let you know. However, if we’re unable to find a resolution within this timeframe, we’ll send you written acknowledgment within 5 working days.

We’ll then carry out a full investigation to help us make an informed assessment of your complaint and keep you updated on progress. And, if we need any more information from you, we’ll be in touch.

You’ll receive our final response within 8 weeks unless your complaint relates to a payment issue. In which case we’ll aim to resolve these within 15 business days, or 35 days in exceptional circumstances. Of course, we’ll try to resolve your complaint as quickly as we can and before these timeframes if possible.

In our final response we will:

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

Step three - if we haven’t resolved your complaint

If after receiving our final response you are still unhappy, you may be able to refer your complaint to one of the following:

They provide a free, independent service to help resolve complaints. And when we write to you with our final response, we’ll let you know if you can refer your complaint, and which of these organisations you should contact if you feel the need to. You must however make sure you contact them within six months from the date of our final response letter.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567
FOS website: financial-ombudsman.org.uk

Finance and Leasing Association
The Compliance Manager
2nd Floor
Imperial House
8 Kean Street
London
WC2B 4AS
Tel: 0207 836 6511
Email: [email protected]

UK Finance
UK Finance Information
5th Floor
1 Angel Court
London
EC2R 7HJ
Tel: 0203 9341456
Email: [email protected]

Complaints data

We place the needs of customers at the heart of our day-to-day operations but we understand that we do not always get things right first time.

Complaints from our customers are taken very seriously and it is important to us that all issues are resolved as quickly as possible.

To help us improve and maintain excellent customer service, and in accordance with the FCA’s requirement, we publish complaints information every six months.

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