Complaints Policy

Our Customer Care Commitment

We value the opportunity to look into any concerns with regard to the service we have carried out and are committed to fully investigating complaints in a fair and prompt manner, and within legislative guidelines.

We apply as best practice, to all our products and services, the Treating Customers Fairly principles as laid out by the FCA (Financial Conduct Authority), although our products and services are not regulated as they are not contracts of insurance.

Who to contact in the first instance

We do resolve most issues straight away and all queries should be raised with our Customer Care Department at cl@fccparagon.com or at Unit 11 Projects House, Fitzherbert Road, Portsmouth, PO6 1RU.

All emails are acknowledged within 2 hours of receipt and in most instances, resolved within 24 hours. If we cannot resolve your complaint immediately, we will keep you updated with progress and what the next steps will be and commit to a full response within 5 working days.

What to do next if you are not happy with the response you receive

If you are not happy with our response you can escalate this, in writing addressed to the Operations Director for a further review and your correspondence should be either emailed or posted to the above mentioned address where it will be forwarded to the Operations Director for assessment.

It is always our intention to provide a first-class standard of service however, if you do feel that you have cause to escalate your complaint, you should contact FCC Paragon Group Limited in writing; Bekki Leaves (Managing Director) FCC Paragon Group Limited, Unit 11 Projects House, Fitzherbert Road, Portsmouth, PO6 1RU.