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How we handle your complaint

We are committed to providing a high standard of service to our customers. However, we appreciate that we don’t always get it right. If you feel this has happened, we want you to tell us about it so that we can put it right for you and all our customers.

When and how you will 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

How to contact us:

We want to hear your comments and feedback. Please contact:

Paragon Bank PLC
51 Homer Road
Solihull
West Midlands 
B91 3QJ

0345 149 7753

bank.complaints@paragon-group.co.uk

Referring your complaint

Ombudsman

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

www.financial-ombudsman.org.uk

Finance and Leasing Association (FLA)

Paragon Bank PLC is a member of the FLA and subscribes to its Lending Code. If you wish to refer a complaint to the FLA you can do so by telephoning 0207 836 6511. Information can also be found on their website www.fla.org.uk

Think carefully before securing other debts against your home. Your home may be repossessed if you do not keep up repayments on a mortgage or any other debt secured on it

Paragon Personal Finance is a trading style of Paragon Bank PLC and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England number 5390593. 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.