Our Policies and Procedures - Urban Union Ltd

Complaints Policy

We aim to deliver quality of service.

Should you have any questions or concerns about Urban Union, or wish to make a formal complaint, we ask that you contact us.

We have a robust process to ensure that your complaint is properly investigated and followed up:

Before making a formal complaint, we would ask you to liaise once again with the person you were originally dealing with, to give them a final opportunity to address your request. If this proves unsuccessful, please follow the steps outlined below.

  • Provide details of your complaint in writing to us as soon as you can.
  • Include names and addresses of any parties involved.
  • Include dates/times if you’re referring to an incident.
  • Provide details about any steps you’ve taken thus far.

Please raise your complaint by emailing info@urbanunionltd.co.uk or you can write to Complaints at Urban Union, Orion House, 7 Robroyston Oval, Glasgow, G33 1AP

From January 2024 we are a Registered Developer with the New Homes Quality Board (www.nhqb.org.co.uk) and comply with the New Homes Quality Code. If you have reserved a new home with Urban Union, prior to January 2024 the New Homes Quality Code does not apply, you are however protected by the Consumer Code for Home Builders – https://consumercode.co.uk/

Where we have provided a response to your complaint as set out in the terms and conditions below and you remain dissatisfied with the outcome, you may request the complaint be escalated to the Sales, Marketing & Customer Care Director who will respond within the guidelines set out in the terms and conditions.

Should the complaint relate to data protection and how we have handled your personal information, please refer to the privacy policy which is on the Urban Union website.

Subject Access Requests should be sent to the Data Protection Officer by email to info@urbanunionltd.co.uk


Escalating a complaint

If for any reason your complaint has not reached a satisfactory outcome, a review can be undertaken by the compliance and risk team who are independent from the Urban Union business and will assess the handling of the complaint. This would not include assessing the merits of the complaint, commercial or legal obligations or the outcome.

If this has been requested, the compliance and risk team will notify you of the review and may ask for further information.


Review and Outcome

The risk and compliance team will provide a response in writing to the Managing Director. If the business have not met the service standards, a recommendation may be made to the Managing Director. This may include that the business should apologise and/or pay compensation for any damage, distress or inconvenience caused by the issue.

If the Managing Director is in agreement with the recommendation, they will write to  advise you. If the Managing Director does not accept the recommendation, they will notify the Head of Risk who will make the final decision and respond accordingly.


Terms and conditions

We will acknowledge receipt of your complaint, in writing, by email within 5 calendar days. We will record your complaint and ensure it is handled confidentially.

Within 10 calendar days of receiving your complaint, we will write to you with a path to resolution and outlining how we propose to investigate the complaint. This may also include our decision not to take any further action.

We will provide you with the email address and telephone number of the relevant contact.

You will be advised if the complaint may be subject to a resolution service which is provided by the New Homes Warranty provider, should the outcome not be to your satisfaction.

Our endeavour is to close out all complaints in a timely manner, and wherever a resolution has been offered, we will request confirmation of acceptance from you and thereafter issue a closing out letter/email to confirm what action has been taken.

If further investigation is required, we will issue a complaint assessment and response letter/email no later than 30 calendar days from the complaint initiation date.

The letter will include:

  • An estimated timeframe for reaching a decision, including a brief explanation as to what further steps are required and why.
  • Where there is more than one complaint, we will identify and report upon each one separately.
  • Where the complaint is not resolved, but if any remediation work agreed, we will provide details on what the work will be and a timescale for the works to be completed.
  • Where a complaint is not upheld, we will provide a clear explanation for the decision.
  • Where required we will provide information relating to applicable resolution services provided by the Warranty Provider.
  • We will provide information on how to refer matters to the New Homes Ombudsman.

If, for any reason the complaint is not closed within 8 weeks from initiation, an update letter will be sent which will include:

  • What action has been taken to date.
  • Clear detail of what remains outstanding and the reason for this, as well as the actions to be taken.
  • An indicative timescale to reach resolution.
  • A weekly summary including progression and steps to resolve the complaint.

For every complaint, we will provide a closure letter/email to include:

  • A list of any items agreed from the initiation of the complaint, including the complaint assessment and response letters.
  • Confirmation that each item has been resolved.
  • Information about how to refer matters to the New Homes Ombudsman, if you are not satisfied with the outcome.

This policy has been adopted to comply with the New Homes Quality Code. Your normal legal rights are not affected by this policy or the procedures contained within it.