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Helping customers

Our customers are at the heart of our business and, as a specialist bank, we use our expertise to develop products and support to meet their needs and help them 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.

Helping customers

Data rich

600 million+

items of customer data analysed each month

Knowing our customers

20,000+

customers surveyed in 2022

Continuous improvement

+59 NPS

net promoter score for customers opening a savings account
Customer insight

Customer insight

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.

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Customer commitment

We focus on delivering good outcomes for all our customers. It is important to us that our customers have confidence in Paragon and trust that we will consider their needs, act fairly and responsibly towards them and take action to prevent them from foreseeable harm. We strive to ensure that all our customers can be confident that:

  • products and services are designed to meet their needs and demonstrate fair value for the benefits received
  • our employees are appropriately skilled and experienced to provide the services they require
  • the information given to them will be clear and jargon free
  • products will perform as they are led to expect
  • they will not face unreasonable post-sale barriers to change a product, switch provider, submit a claim or make a complaint
  • our standards will raise consumer protection and deliver good customer outcomes
  • all complaints will be listened to and claims reviewed carefully, fairly and promptly
  • where applicable, they will be made aware of how they can refer their complaint to the Financial Ombudsman Service (FOS)
  • if they are vulnerable and/or in financial difficulties, we will provide a high level of support and make sure they are signposted to sources of independent advice
  • they will be made aware of the Financial Services Compensation Scheme (FSCS) and the protection this provides for them

Our customer commitment is underpinned by a range of conduct policies and standards. These are reviewed and updated regularly to encourage high standards and continuous improvement across the Group.

Vulnerable customers

Customers in vulnerable circumstances

According to the FCA, 50% of us will be impacted by circumstances which could make us vulnerable 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 customers in vulnerable circumstances is essential and we work hard to identify and support those who need extra care.

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Culture

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:

Performance management

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.

Training

Our ambition to achieve good outcomes for our customers is supported by a wide range of customer-focused training programmes for all our employees.

Rewards

Customer metrics are embedded within the Paragon Performance Share Plan, a reward scheme for our Directors, executives and senior leaders.

Employee award scheme

Employees can show appreciation for colleagues' positive work for customers by nominating those who demonstrate one or more of Paragon’s values for a Paragon Moments award.

Complaint handling

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.

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Complaint handling

Financial literacy and inclusion

We have a key role to play supporting individual and business customers in the appropriate use of products and services, making them accessible and understandable for all, supporting customers to develop their money management skills and helping the customers of tomorrow.

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Savings explained

Our savings explained guides help customers to decide which account best meets their needs.

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House viewing

LIBOR transition

Working with behavioural research specialists we made sure customers with LIBOR-linked products were transitioned successfully onto a new interest rate benchmark.

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Postal savings accounts

Over 9,000 savings customers take advantage of our postal accounts, making sure we continue to support less digitally active customers.

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Support for visual impairments

We offer assistance to blind and visually impaired customers with either braille, large print or audio documents on request.

Signpost

Financial wellbeing

Supporting our customers’ financial wellbeing is a priority, assisting them in having a sense of security over their finances. To help achieve this, we:

  • signpost customers to external sources of help and support for clear and impartial financial advice, including Moneyhelper, Citizens Advice and StepChange Debt Charity
  • follow the Debt Respite Scheme which involves pausing creditor enforcement action, interest and charges for customers in financial difficulty to allow them to review their finances with a debt advisor

Customer contacts

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