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How we handle your complaint

We’re committed to providing a high standard of service to our customers. If you feel this hasn’t happened, we want you to tell us about it so we can work with you to understand what’s happened and put it right.

Step one – contact us

The best way to get in touch is to call us, and we’ll try to resolve the issue immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days.

*calls may be recorded for training and monitoring purposes

Step two – when and how you’ll 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 acknowledgment within five working days.

We will then undertake a full investigation to enable us to make an informed assessment of your complaint.

We’ll keep you updated on our progress and contact you if we need you to provide further information regarding the issues you have raised.

For payment related complaints we aim to resolve these within 15 business days (or 35 days in exceptional circumstances). For all other types of complaint, we will provide a final response within eight weeks, but we aim to get your complaint resolved well before this time.

We will send you a final response 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 why
Step three – referring your complaint

After our investigation, if you’re still unhappy with our response to your complaint, you may be able to refer it to the Financial Ombudsman Service. They provide a free, independent service to help resolve complaints.

If you decide to refer your complaint after we’ve issued our final response, you should do so within six months of the date on our final response letter.

Idem Servicing is a trading style of Paragon Finance PLC which is authorised and regulated by the Financial Conduct Authority.
Registered office 51 Homer Road Solihull West Midlands B91 3QJ Registered number 01917566