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Complaints Handling Procedure

At Aura Media Group Limited, we treat complaints seriously as we want to ensure you receive the highest standards of service.

We can reassure you that every complaint is taken very seriously and dealt in accordance with the GDPR legislation and Data Protection Act 2018, and with our internal complaints procedure, which are designed to resolve your concerns quickly and efficiently.


How Can I Make A Complaint?

Write to: Aura Media Group Limited, Breakspear Park, Breakspear Way, Hemel Hempstead, HP2 4TZ


Tel: 01442 345 005

What Happens Next?


Your complaint will be logged on our compliance system and allocated to a member of the Compliance Team to investigate.

You will receive an acknowledgment either in writing or by e-mail within 5 working days of receipt.


Depending on the nature of your complaint:


Within 2 weeks, after receipt of a complaint, we will send to you either:

  1. A written reply to your complaint, what we have done to resolve it and what to do if you are not happy with the outcome.

  2. An update to your complaint, what we are doing to try and resolve it and what the timescales are likely to be.

  3. A decision that we have not upheld your complaint and what you can do to escalate it if you are not happy.

Under the GDPR regulations we must complete your subject access requests within 30 days. We always aim to complete any complaints within this timescale too.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept.

Appropriate redress will not always involve financial redress.


If you are not satisfied with our response, or if a complaint is not resolved after 30 days, you may refer the complaint to The Information Commissioners Office – or call their helpline on 0303 123 1113.

Complaints relating to Claims Management

If you have a complaint with regards to any of the below:

  • PPI – Payment Protection Insurance

  • PI – Personal Injury, Road Traffic Accidents & Slip, trips & falls

  • PBA – Packaged Bank accounts​

or anything relating to claims management you can refer your complaint to the Claims Management Ombudsman -

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