Paragon Bank: most-reported complaints
Automated analysis of 501 public Trustpilot reviews published 2025-03-23 to 2026-09-17. TrustScore 4.7 from 11,721 total reviews — see the Trustpilot page. Quick answer: is Paragon Bank legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with account and app access, which accounted for 45% of the 197 complaints identified in the analysis. Support-related concerns were the next most frequent issue, with 26% of complaints citing unhelpful assistance and 9% noting that support was unreachable. The remaining 16% of complaints fell under other categories. While complaints about unhelpful support and other issues are trending upward, reports of account problems have remained flat.
How to reach Paragon Bank
These are the contact details Paragon Bank publishes on its Trustpilot profile, as of our last check on 2026-09-23 — it publishes no phone number there, address 51 Homer Road, Solihull, B91 3QJ, GB.
The company claimed its Trustpilot profile on 2015-12-22, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-08-20. Trustpilot ranks it 7 of 48 in Bank. We last checked this profile on 2026-09-23 and found 11 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
FCA (2025-H2): 53.7% of resolved cases upheld against the firm; 1,003 complaints opened with the firm; 12,020 consumer-credit complaints received. source
Financial Ombudsman (H2-2025): 37.7% of resolved cases upheld against the firm. source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Companies House: PARAGON BANK PLC (no. 05390593), active, incorporated 2005 (21.4 years); next accounts due 2027-03-31, last accounts filed 2026-03-10. 10 current officers (33 on record historically), 2 resignations in the last 24 months; 7 filings in the last 12 months (185 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Authorised firm reference 604551 — check the FCA Register.
Forum footprint: 71 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Nominated account and Paragon Bank problem”, “Paragon Bank”, “Paragon Bank HSBC connection?”.
Elsewhere: 2.1★ on Google (0 reviews)
TrustScore over time
4.7 → 4.7 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (97%, 1.4d) · 2026-08-18 (97%, 1.4d) · 2026-08-21 (97%, 1.3d) · 2026-08-24 (97%, 1.3d) · 2026-08-27 (97%, 1.3d) · 2026-09-01 (98%, 1.3d) · 2026-09-04 (98%, 1.3d) · 2026-09-07 (98%, 1.3d) · 2026-09-11 (98%, 1.3d) · 2026-09-14 (98%, 1.3d) · 2026-09-17 (98%, 1.3d) · 2026-09-20 (98%, 1.3d) · 2026-09-23 (98%, 1.3d).
Severity: 17% of this company’s 197 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In April 2024, 45% of 47 one-to-three-star reviews were 1★; in July 2026, 18% of 11.
Counted from April 2024 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (547 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 94 decisions naming this firm, of which 19.1% were upheld in the customer’s favour (17 upheld, 1 partly upheld, 76 not upheld).
Covers decisions dated 2015-09-21 to 2026-07-31, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
What their policy promises
complaint process: immediately or within 3 working days
“we’ll try to help you immediately. If for any reason we can’t, we’ll do our very best to find a solution for you within three working days.”
complaint process: within 5 working days
“if we’re unable to find a resolution within this timeframe, we’ll send you written acknowledgment within 5 working days.”
complaint process: 8 weeks (15 business days for payment issues)
“You’ll receive our final response within 8 weeks unless your complaint relates to a payment issue. In which case we’ll aim to resolve these within 15 business days, or 35 days in exceptional circumstances.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 425 negative reviews that received a public reply, the median wait was 2.7 days — the company profile reports an average of 1 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 425 company replies to negative reviews analysed, 36% engaged with the specific problem and 54% were generic templates.
Review provenance: 296 company-invited reviews in the recent window average 4.69★, while 27 organic (uninvited) reviews average 3.56★.
10% of its 256 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 45% of this company’s complaints vs a 25% median across 100 ranked companies in its sector.
Review velocity: 1,440 of this company’s 11,721 Trustpilot reviews (12%) were written in the last 12 months.
What are the most common complaints about Paragon Bank?
Account/app problems
89 reports · 45% of complaintssteady“I cannot access or move MY money as upon maturity of my 1 yr fixed rate account”
The company replied on 2025-11-10: “Hi Stephen, Thank you for sharing your concerns. We regret to hear about the difficulties you've faced accessing your funds, especially due to your account maturing. We’re very sorry for the delay…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I had no idea how much misery and money it was going to cost to gain access to the money.”
The company replied on 2025-09-11: “Hi Ted, We're sorry to hear about the difficulties you experienced accessing your ISA and understand the frustration security measures can sometimes bring. Our team has since been in touch and are…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“when did the option to transfer had been made difficult.”
The company replied on 2025-12-04: “Hi Andy, Thank you for your feedback and for bringing this to our attention. We're sorry to hear about the lower interest rate and the difficulties you experienced when trying to transfer your ISA.…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Support unhelpful
51 reports · 26% of complaintsrising since 2026-04“I cannot access or move MY money as upon maturity of my 1 yr fixed rate account”
The company replied on 2025-11-10: “Hi Stephen, Thank you for sharing your concerns. We regret to hear about the difficulties you've faced accessing your funds, especially due to your account maturing. We’re very sorry for the delay…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“I had no idea how much misery and money it was going to cost to gain access to the money.”
The company replied on 2025-09-11: “Hi Ted, We're sorry to hear about the difficulties you experienced accessing your ISA and understand the frustration security measures can sometimes bring. Our team has since been in touch and are…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“customer service and support very poor and inefficient. Absolutely no sense when speaking to customer support, they don’t listen or carry out simple requests.”
The company replied on 2025-09-01: “Thank you for your feedback and bringing this to our attention. We're sorry our customer support didn't meet your expectation and for any inconvenience caused. If you would like, we have reached out…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Other
32 reports · 16% of complaintsrising since 2026-04“Paragon went on to lose an original copy of an LPA from the OPG that was sent to them”
The company replied on 2025-09-29: “Edited Following your reply, that's absolutely fine. We requested further information simply to ensure your issue was being properly addressed by our customer service team. We appreciate you letting…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
2 readers marked this review helpful on Trustpilot.
“They offer the BTL loan initially, then interrogate the agreement after 3 months of surveys and conveyancing, to then reject the offer.”
The company replied on 2026-01-12: “We appreciate your feedback and are sorry to hear about the issues you experienced with the underwriting process. We have reached out to you for some more information if you would like us to look…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“Fast forward six weeks and I am still waiting on my funds being paid to me.”
The company replied on 2025-10-29: “Thank you for sharing your feedback. We take your comments seriously as we continue to review how to best communicate to our customers. We're sorry for the difficulties you've experienced in…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
18 reports · 9% of complaintsfalling“The Paragon site simply doesn't work well and getting a response is slow.”
The company replied on 2025-10-03: “Thank you for taking the time to leave a review, we’re truly sorry to hear that your experience with our website didn’t meet expectations. We take feedback like this seriously and will use it to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“No one has bothered to call”
The company replied on 2025-07-14: “We appreciate you bringing this to our attention. We're sorry your account closure is delayed and that you did not receive a call back as promised. I believe our team have now been in touch to help…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“monies from cash ISA are taking over 5 weeks to go to a new provider”
The company replied on 2025-06-09: “Thank you for sharing your feedback with us and providing the additional information we requested, which will enable our team to investigate this further. We apologise that you have had this…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
Misleading pricing
17 reports · 9% of complaintsfalling“Paragon refused to honour the rate.”
The company replied on 2025-05-16: “We understand your frustration with the interest rate discrepancy. We've shared your review with our team to investigate this further. Paragon Bank”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“You are showing 1 yr fixed rate ISA for new customers as 4.40%. When I log on to my maturity options it’s offering me 4%.”
The company replied on 2026-08-27: “Thank you for taking the time to leave a review. We're sorry to hear you're disappointed with the rate available through your maturity options. Rates available at maturity can sometimes differ from…”
Our classifier read this reply as a template response.
“Very poor rates offered on maturity compared with competitors especially to loyal customers”
The company replied on 2026-07-31: “Hi Alan, We're sorry to hear that you were left disappointed with the rates available to you at maturity. We understand that our customers want to feel rewarded for saving with us. We appreciate you…”
Our classifier read this reply as a template response.
Overcharging
13 reports · 7% of complaintsfalling“Paying higher rate of interest to new customers”
The company replied on 2026-01-29: “Thank you for your feedback. We understand how it can feel frustrating to see higher interest rates offered to new customers. We regularly review our rates across all products and provide a range of…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“they've dropped the interest rate so much it's unbelievable.”
The company replied on 2025-06-12: “We understand your disappointment regarding the current interest rate on your easy access ISA. As a Paragon customer, you can apply for any of our accounts via our website at any time and we're…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“enforcing a 9K early redemption charge not specified at the point of taking the loan out”
The company replied on 2026-06-01: “We're sorry you're not satisfied with the outcome of your complaint and acknowledge your decision to involve the financial ombudsman. Paragon Bank”
Our classifier read this reply as a template response.
Compare Paragon Bank with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-17.