Introduction
Paragon Credit Management is committed to delivering a professional, fair, and transparent service. We aim to resolve all matters efficiently and with courtesy. If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns so that we can address them promptly.
This Complaints Policy explains how you can make a complaint, how we will handle it, and what you can expect from us throughout the process.
How to Make a Complaint
You may submit a complaint using any of the following methods:
Email: support@paragoncm.co.uk
Online: Via the contact form on our website.
When submitting a complaint, please provide:
- Your name or business name
- Your contact details
- Your reference number (if applicable)
- A clear description of your concerns
- Any supporting information
Providing full details helps us investigate your complaint efficiently.
How We Handle Your Complaint
1. Acknowledgement
We will acknowledge your complaint within 5 working days of receiving it.
2. Investigation
Your complaint will be reviewed by a senior member of staff who was not directly involved in the matter you are complaining about. We may contact you if further information is required.
3. Response
We aim to provide a full written response within 20 working days. If the matter is complex and requires more time, we will keep you updated on our progress.
Our Commitment
When handling your complaint, we will:
- Treat you with respect and professionalism
- Investigate the matter fairly and impartially
- Consider all relevant information
- Provide a clear explanation of our findings
- Take corrective action where appropriate
If You Are Not Satisfied
If you remain dissatisfied after receiving our final response, you may request that the matter is reviewed by a company director.
As Paragon Credit Management deals exclusively with commercial (B2B) debts, complaints are not overseen by the Financial Ombudsman Service. However, we remain committed to resolving all concerns fairly and professionally.
Data Protection
Any personal data provided as part of a complaint will be handled in accordance with:
- UK GDPR
- Data Protection Act 2018
- Our Privacy Policy
Information will only be used for the purpose of investigating and resolving your complaint.
Continuous Improvement
We review all complaints to identify opportunities to improve our services, processes, and communication.