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We are a UK specialist bank. Our lending products include mortgages for landlords and loans for business customers.
Find out how we use our expertise to help customers in a range of specialist markets.
Our strategy is to build a specialist bank for our customers, which delivers sustainable growth and shareholder returns through a low risk and robust model.
Find out more about our business and how it has developed and performed during an unprecedented year.
Sustainability is central to our long-term success and it influences every aspect of our business
As part of Paragon’s ongoing commitment to ensuring that we are tackling barriers that ethnic minority groups face in recruitment and progression, we have signed up to Business in the Community’s Race at Work Charter.
Keep up-to-date with the latest new releases and insights from across our business.
Tailoring support for smaller housebuilders, whilst aiding their growth.
We understand how important our employees are to the business and, in recognition of this, we provide a variety of excellent reasons to work for us.
Learn how a Paragon internship can help you gain work experience in your chosen field.
Our customers are at the heart of our business and our eight core values underpin the way we interact with them every day. We have a deep understanding of our customers and their markets, designing products to meet their needs and continually striving to exceed their expectations. We provide tailored lending products and expertise, and work with intermediaries to help our customers achieve their ambitions.
We know that sometimes customers will need some extra support and we want to help our customers during these difficult times. Our team is well placed to discuss support available to anyone that needs it, and we are committed to delivering good customer outcomes and treating customers fairly across the Group.
Data rich
Strong on service
Continuous improvement
Our comprehensive customer insight programme is designed to deepen our understanding of customers’ needs, regularly check their satisfaction with our products and services, and inform our strategy and development priorities so that we can better meet their requirements.
Over the years, we are proud to have won many industry and customer awards. Here’s some of our latest achievements.
We want our customers to be confident that we will always consider their needs and act fairly and responsibly in our dealings with them. We strive to ensure that all our customers can be confident that:
According to the FCA, 50% of us will become a vulnerable customer at some point in our lifetime as a result of poor health, an unfortunate life event, low capability or resilience. Offering the right support to vulnerable customers is essential and we work hard to identify and support those who need extra care.
From recruitment and training to leadership and incentives, we aim to build a culture that’s fully aligned with our customers’ needs. Here’s just some of ways we aim to achieve this:
It’s not just about what we do, but also how we do it. That’s why customer focus is an important element of the competency framework we’ve adopted to help with performance management across the Group.
Our ambition to achieve good outcomes for our customers is supported by a wide range of customer-focused training programmes for all our employees.
Customer metrics are embedded within the Paragon Performance Share Plan, a reward scheme for our Directors, executives and senior leaders.
Employees can show appreciation for colleagues' positive work for customers by nominating those who demonstrate one or more of Paragon’s values for a STARS award.
We don’t always get things right and take customer complaints very seriously. We acknowledge each complaint promptly, and work with customers to understand their feedback, investigate fully and respond swiftly in a fair and open manner.
1. Customer satisfaction survey feedback from 924 landlord customers 1 October 2019 – 30 September 2020
Paragon Banking Group PLC is a specialist finance provider. We offer a range of savings and lending products in the UK through Paragon Bank PLC.