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Helping customers

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.

Helping customers

Data rich

750 million+

items of customer data analysed each month

Strong on service


savings customers - Feefo service rating - May 2021

Continuous improvement


landlord customers happy / very happy with service received1
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.


Over the years, we are proud to have won many industry and customer awards. Here’s some of our latest achievements.

Customer commitment

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:

  • products and services are designed to meet their needs
  • 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
  • all complaints will be listened to and claims assessed 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
Vulnerable customers

Vulnerable customers

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:

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.


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.

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 STARS 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.

Complaint handling

Customer contacts

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1. Customer satisfaction survey feedback from 924 landlord customers 1 October 2019 – 30 September 2020