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.
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.