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Auden Auden Auden Our complaints policy

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Complaints

1. Commitment to Customer Service

Auden aims to provide a superb online experience for its customers. Auden also strives to be a low-cost business. This helps Auden to pass on financial benefits to customers through lower interest rates. In order to keep Auden’s costs as low as possible, Auden does not operate a customer call centre; however, we do have a customer number 0330 134 8000 should you wish to call and discuss your concerns. However, we recommend for a prompt response all customers contact us directly using the secure message service accessed through the My Account section of our website.

As a business dedicated to ‘doing the right thing’ we welcome any opportunity to improve even if that process requires self-reflection or amendments to the way we do things.

2. What is a complaint?

The Financial Conduct Authority (FCA) defines a complaint as:

“Any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person about the provision of, or failure to provide, a financial service or a redress determination, which:

(a) alleges that the complainant has suffered (or may suffer) financial loss, material distress or material inconvenience; and

(b) relates to an activity of that respondent, or of any other respondent with whom that respondent has some connection in marketing or providing financial services or products, which comes under the jurisdiction of the Financial Ombudsman Service.”

3. If you have a complaint

If you do wish to make a complaint, you can let us know in the following ways:

3.1 Secure Message

If you are a customer, please log on to My Account and send us a secure message; If you make a complaint by sending a secure message via My Account, and wish for a call to discuss this with a customer care team member, you can request a call back or call us directly on 0330 134 8000.

3.2 Email

You can email us at complaints@auden.co.uk.

Please note: Personal information should not be included in email messages for security reasons.

If you send us an email or write to us, please provide the following information with your complaint:

  • Your full name and address;

  • If your complaint relates to a particular loan, the loan reference number in the form xxxx-xxxx-xxxx.

Alternatively, you can write to us at: -

Customer Care Team
Auden Group Limited
Blue Tower
MediaCityUK
Manchester
M50 2ST

4. Complaints Process

Objective

Our objective is to give you our final response as quickly as possible. In our final response, we will do one of the following:

  • Reject the complaint giving our reasons for doing so; or

  • Offer redress or remedial action but without accepting the complaint; or

  • Accept the complaint and, where appropriate, offer redress or remedial action.

Our aim is to resolve any concerns you may have as soon as they arise, however we accept, there may be occasions, where we need to carry out an investigation into the issues you have told us about;

5. Acknowledging a Complaint

Below sets out our timeframe to responding to your complaint, in line with our obligations to the Financial Conduct Authority;

5.1 Within one (1) Business day –

We will endeavour to resolve and respond to you within one (1) business day. If this resolves the matter, we will close your complaint. If you remain dissatisfied or we cannot provide you with a response at this stage, we will follow the below process to resolve your concerns.

5.2 Within five (5) Business days –

We will write to you within five (5) business days acknowledging your complaint. We will provide you with the details of the person handling the complaint (name, job title and contact details) and we will also confirm to you our understanding of the issues you have raised.

At this point in the process we will always enclose a copy of our current Complaints Procedure which explains how we will deal with your complaint. It also sets out your rights for referring your complaint to the Financial Ombudsman Service.

6. Investigating your Complaint

6.1 Within four (4) Weeks –

We will contact you again no later than 4 weeks after we originally received your complaint. Again, we will try to give you a final response but, if we cannot, we will do our best to update you and give you a further indication of when we will be back in contact.

6.2 At eight (8) Weeks –

We will aim to send you our final response to your complaint within eight (8) weeks. If we cannot provide you with a response to your complaint at this point in time, then we will explain why in our final response.

At this point in the process and if you are still unhappy with the outcome of your complaint then you have the right to refer your complaint to the Financial Ombudsman Service. The details of which are set out below.

7. Financial Ombudsman Service

After we have sent you our final response, if you feel that we have not resolved the situation to your satisfaction, you can request a review from the Financial Ombudsman Service who can be contacted at:

Email: complaint.info@financial-ombudsman.org.uk

Address: The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 - Calls to this number are normally free for people ringing from a land line phone - but charges may apply if you call from a mobile telephone.

Telephone: 0300 123 9123 - Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

Abroad: These numbers may not be available from outside the UK – the Financial Ombudsman Service can be contacted from abroad on +44 20 7964 0500.

The Financial Ombudsman Service are happy to phone you back, if you're worried about the cost of calling them.

If you refer a complaint to the Financial Ombudsman Service, we will co-operate fully with both you and the Financial Ombudsman Service with the objective of fully resolving the complaint.

8. Complaints Log

Auden maintains a record of all customer complaints and will report to GABRIEL (Gathering Better Regulatory Information Electronically), as required by the FCA.

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