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How we handle your complaint

We are committed to providing a high standard of service to our customers so if you have any suggestions or feedback then please let us know.

We appreciate that we don’t always get it right, so if you feel this has happened we want you to tell us about it so we can put it right.

When and how you will hear from us…

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.

How to contact us

We want to hear your comments and feedback.

Please contact:

Customer Relationship Officer
Mortgage Trust
51 Homer Road
B91 3QJ

0345 849 4055

Referring your complaint

If you are unhappy with how we have resolved your complaint and your lender is Paragon Bank PLC*, 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
Exchange Tower
E14 9SR

0800 023 4567

*To check who your lender is, please look at your mortgage offer or contact us on 0800 375 790.

Mortgage Trust and Paragon Mortgages are trading styles of Paragon Mortgages (2010) Limited (Registered in England No. 6595834) and Paragon Bank PLC (Registered in England No. 05390593). Paragon Bank PLC is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Paragon Bank PLC is registered on the Financial Services Register under the Firm Reference No. 604551. Registered office: 51 Homer Road, Solihull, West Midlands B91 3QJ.