Complaints Procedure

This complaint handling procedure provides information on how Unoccupied Direct will act the event that we receive a complaint from you. It describes the procedure we will follow,which are in accordance with the requirements of our regulator, the Financial ConductAuthority (FCA).

Any complaint you have should be referred in the first instance to:
Complaints Officer
Unoccupied Direct Limited
4 Old Park Lane,
London,
United Kingdom,
W1K 1QW

Tel: 0800 015 2211
Email: complaints@unoccupieddirect.co.uk
Website: www.unoccupieddirect.co.uk

Upon receipt of your complaint, our Complaints Officer will determine whether you are an eligible complainant and whether your complaint is an eligible complaint. Where we are unable to determine your classification, we may contact you to obtain further information. Complainants who are not eligible complainants and complaints that are not eligible complaints may not be subject to all of these procedures.

If we are able to resolve your complaint within three (3) business days following receipt, your complaint will not be subject to all of our complaints procedures. Unoccupied Direct will issue you a Summary Resolution Communication outlining how we have agreed with yourself to resolve your complaint. A complaint will only be deemed resolved if confirmation is received that you are happy that Unoccupied Direct has resolved the matter or reached an acceptable outcome.

If we are unable to resolve your complaint within three (3) business days, your complaint will be subject to all of our complaints procedures as detailed below.

Upon receipt of a complaint our Complaints Officer will send you a written acknowledgement that will include:

  • The name of the Complaints Officer dealing with your complaint and contact details; in the case of an oral complaint only, a statement of our understanding of the nature of your complaint and a request for you to confirm this in writing;
  • A statement that a written report will follow once the investigation is complete;
  • A copy of these complaint handling procedures.
  • Information on how to escalate your complaint should you not accept Unoccupied Direct’s response to your complaint.

This written acknowledgement will normally be sent to you within three (3) days of receipt of your complaint.

Once Unoccupied Direct has investigated, a stage one response letter will be sent by the Complaints Officer. This will provide you with a summary of our investigation conducted and a decision on the matter. Unoccupied Direct will aim to issue a stage one response within two (2) weeks of receiving a complaint, should we be unable to issue a response within two (2) weeks a letter stating why investigations are still ongoing and detailing a response will be sent within a further two (2) weeks. In the event Unoccupied Direct are unable to issue a stage one response at any time during the four (4) weeks, Lloyd’s Complaints Team will take over the handling of your complaint.

If you remain dissatisfied with Unoccupied Direct stage one decision and response to your complaint, you may refer the matter to the Lloyd’s Complaints Team.

Complaints Team
Lloyd’s
Fidentia House
Walter Burke Way
Chatham Maritime
Chatham
Kent
ME4 4RN

Tel: 020 7327 5693
Fax: 020 7327 5225
Email: complaints@lloyds.com
Website: www.lloyds.com/complaints

Lloyd’s Complaints Team will make every effort to resolve your complaint as soon as possible. Should Lloyd’s investigation still not be resolved after eight weeks, a further letter stating why they are not in a position to provide a final response will be sent, explaining the reasons for the delay and providing a further target date for resolution of your complaint.

This letter will also advise you that, you may have the right to refer the matter to the Financial Ombudsman Service (FOS) if you are dissatisfied with the delay. This will also include a copy of the FOS explanatory leaflet “Your complaint and the Ombudsman.”

The FOS is an independent service in the UK for settling disputes between consumers and businesses providing financial services. Details of who is eligible to refer a complaint to the FOS can be found on their website.

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Tel: UK 0800 0234 567
Overseas: +44 20 7964 0500
Email: complaint.info@financial–ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Complaints that cannot be resolved by the Lloyd’s Complaints Team may be referred to the FOS, you must do so within six months of the date of the final response letter or you may lose the right to refer the complaint. Further details will be provided at the appropriate stage of the complaint process.

Where our Complaints Officer has reasonable grounds to be satisfied that another firm may be solely responsible for your complaint, they may refer your complaint to that other firm. This referral will be made in writing and usually within 48 hours following receipt of your complaint. The Complaints Officer will inform you of their actions in writing and will include the other firm’s contact details.

Where our Complaints Officer has reasonable grounds to be satisfied that another firm may be jointly responsible, they will follow the same procedure as set out above however, they will follow our normal complaints procedures in respect of the part of the complaint for which we are responsible.

Where our Complaints Officer has reasonable grounds to be satisfied that another firm may be jointly responsible, they will follow the same procedure as set out above however, they will follow our normal complaints procedures in respect of the part of the complaint for which we are responsible.

Unoccupied Direct are obliged to make regular reports to our regulator the FCA, detailing the number and breakdown of all complaints (i.e. eligible complaints received from eligible complainants) received during the previous six months including those that are still outstanding. This reporting is processed in compliance with the General Data Protection Regulation (GDPR) and will not disclose personal details.