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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.

We want to hear your comments and feedback.

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.

Please contact:

Customer Relations Manager
Paragon Car Finance
51 Homer Road
Solihull
West Midlands B91 3QJ

Tel: *0345 149 7773
Fax: *0345 149 7772
Email: bank.complaints@paragon-group.co.uk

Financial Ombudsman ServiceIf your loan is a regulated agreement**

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
South Quay Plaza
183 Marsh Wall
London E14 9SR

Tel: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudsman.org.uk

Finance & Leasing AssociationIf your loan is an unregulated agreement**

The Compliance Manager
Finance & Leasing Association
2nd Floor Imperial House
15-19 Kingsway
London WC2B 6UN

Tel: 020 7836 6511
Email: info@fla.org.uk
Web: www.fla.org.uk

*Calls may be recorded for training and monitoring purposes.

**To check whether your agreement is regulated or unregulated, please look at the heading of your credit agreement

Paragon Car Finance is a trading style of Paragon Bank PLC which 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