Complaints

Paragon aims to provide the highest standard of service to all its clients.

How to Complain 

Paragon International Insurance Brokers Ltd is a Lloyd’s broker authorised and regulated by the Financial Conduct Authority (FCA).

If at any time you wish to make a complaint, either in writing or verbally, in connection with any matter concerning the service you have received from Paragon, or any other business matter involving Paragon, please telephone our Head of Compliance, Graham Gibbs, on +44 (0)20 7280 8220 or e-mail complaints@paragonbrokers.com or write to Paragon International Insurance Brokers Ltd, 140 Leadenhall St, London, EC3V 4QT. On receipt of your complaint, we will try and resolve the issue within three business working days. However, where this is not possible, we will then acknowledge your complaint and continue to investigate the matter. In accordance with the FCA rules, the timescale to resolve complaints is 8 weeks.

If we place your business with Lloyd’s Underwriters, you also have the right to refer your complaint directly to Lloyd’s, the details of which will be included in your policy. Lloyd’s aims to resolve complaints received within 8 weeks, also in accordance with the FCA rules. To make a complaint to Lloyd’s please write to Lloyd’s, Fidentia House, Walter Burke Way, Chatham Maritime, Chatham, Kent, ME4 4RN. Alternatively, you may contact Lloyd’s by telephone on +44 (0)20 7327 5693 or e-mail complaints@lloyds.com.

If the complaint is not resolved, you may be entitled to refer the matter to the Financial Ombudsman Service (FOS). The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. It is important to note that eligible complaints must be referred to the FOS within 6 months of the date of the Final Response Letter issued by ourselves or Lloyd’s. To make a complaint to the FOS, please write to Financial Ombudsman Service, Exchange Tower, London, E14 9SR. Alternatively, you may contact the FOS by telephone on 0300 123 9 123 (from outside the UK +44 20 7964 1000) or e-mail Complaint.info@financial-ombudsman.org.uk.

European Commission – Online Dispute Resolution

The Online Dispute Resolution platform ‘ODR Platform’ was introduced by the European Commission on 15th February 2016. The online platform allows consumers to submit a complaint about a product or service bought online. All EU Member States are within the scope of the ODR platform. If you are a policyholder based in an EU Member State, you may be eligible to lodge a complaint using the ODR Platform. Follow the link below to take you to the ODR website to start the complaint process:

Website: ec.europa.eu/consumers/odr/