Current Share Price: -- --
We are a UK specialist bank. Our lending products include mortgages for landlords and loans for business customers.
Our purpose is to support the ambitions of the people and businesses of the UK by delivering specialist financial services.
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.
Strong new business flows, improving margins and capital strength
Sustainability is central to our long-term success and it influences every aspect of our business
Sharing our progress on key environmental, social and governance issues.
Keep up-to-date with the latest new releases and insights from across our business.
An in-depth look at UK landlords and their lettings businesses.
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.
Paragon people share why they’re proud to be part of the team.
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.
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.
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:
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.
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.
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.
Our savings explained guides help customers to decide which account best meets their needs.
Working with behavioural research specialists we made sure customers with LIBOR-linked products were transitioned successfully onto a new interest rate benchmark.
Over 9,000 savings customers take advantage of our postal accounts, making sure we continue to support less digitally active customers.
We offer assistance to blind and visually impaired customers with either braille, large print or audio documents on request.
Supporting our customers’ financial wellbeing is a priority, assisting them in having a sense of security over their finances. To help achieve this, we:
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.