UNOCCUPIED DIRECT LIMITED COMPLAINT HANDLING PROCEDURE
Our aim is to ensure that all aspects of your insurance are dealt with promptly, efficiently
and fairly. At all times we are committed to providing you with the highest standard of service.
We hope that you never need to make a complaint, however this complaint handling procedure
provides information on how Unoccupied Direct will act in the event that we do receive
a complaint from you. It describes the procedure we will follow, which are in accordance with
the requirements of our regulator, the Financial Conduct Authority (FCA).
Any complaint you have should be referred in the first instance to:
Unoccupied Direct Limited
4 Old Park Lane,
Tel: 0800 015 2211
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
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.
Fidentia House, Walter Burke Way
Chatham Maritime, Chatham
Tel: 0207 327 5693
Fax: 0207 327 5225
Details of Lloyd’s complaints procedures are set out in a leaflet “Your Complaint -
How We Can Help” available at www.lloyds.com/complaints and are also
available from the above address. If you remain dissatisfied after Lloyd’s has considered your
complaint, or, in any event, after a period of eight weeks from making your complaint, you may
refer your complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is an independent service in the UK for settling disputes between
consumers and business providing financial services. The contact details for the FOS are:
The Financial Ombudsman Service,
Telephone: 0800 023 4 567
(calls to this number are free from “fixed lines” in the UK) or
(calls to this number are charged at the same rate as 01 and 02
numbers on mobile phone tariffs in the 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
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
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.
If you have purchased your policy online you can also make a complaint via the EU’s online
dispute resolution (ODR) platform. The website for the ODR is:
Should a complaint be received regarding companies other than us or Lloyd’s and we are unable
to provide a response, we will inform you of this and provided details of how you can progress
This complaints procedure is without prejudice and does not affect your right to take legal