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hero complaints

How we handle your complaint…

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

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.

How to contact us:

Referring your complaint

If you are unhappy with how we have resolved your complaint and your lender is Paragon Bank PLC*, you can choose to refer your complaint to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.

*To check who your lender is, please look at your Mortgage Illustration or Offer of Loan, or contact us on 0345 849 4040.

Paragon Mortgages is a trading style of Paragon Mortgages (2010) Limited (Registered in England No:6595834) and Paragon Bank PLC (Registered in England No:05390593). Paragon Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Paragon Bank PLC is registered on the Financial Services Register under the Firm Reference No:604551. Registered office: 51 Homer Road, Solihull, West Midlands B91 3QJ.