We take complaints
seriously.

What you can complain about

At Aura Media Group Limited we take complaints seriously. We are committed to handling every complaint fairly, transparently, and in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR), the Data (Use and Access) Act 2025, and our internal complaints procedures.

You can make a complaint to us about any of the following:

• You have received unwanted marketing communications by telephone, post, email or SMS.
• Your opt-out or suppression request has not been actioned.
• You believe your personal data has been shared without a lawful basis.
• You believe the personal data we hold about you is inaccurate.
• You have submitted a Subject Access Request or other data rights request and are not satisfied with our response.
• You have concerns about how we have collected, used or retained your personal data.
• Any other concern relating to how Aura Media Group has handled your personal information.

How to make a complaint

You can contact us by any of the following means.

Please include your name, contact details and a description of your complaint. Where your complaint relates to a specific marketing communication, please include as much detail as possible about how and when you were contacted.

What happens next

01 — Acknowledgement

We will log your complaint on our compliance system and acknowledge receipt within 5 working days, either in writing or by email.

02 — Investigation

Your complaint will be allocated to a member of our compliance team, who will investigate the matter fully. This includes reviewing relevant records, contacting data sources and clients where applicable, and identifying what action is needed.

03 — Response

Within 2 weeks of receiving your complaint we will send you one of the following:

• A written response setting out our findings, what we have done to resolve your complaint, and what you can do if you are not satisfied with the outcome.
• A written update setting out the current position, what further steps are being taken, and the likely timescale for resolution.
• A written decision that we have not upheld your complaint, together with our reasons and details of how to escalate if you are not satisfied.

We aim to resolve all complaints within 30 days of receipt. Where a complaint is more complex, we will keep you informed of progress and expected timescales.

04 — Redress

Where we determine that redress is appropriate, we will provide fair and proportionate remedy for any acts or omissions for which we are responsible. Redress will not always involve financial compensation — it may include suppression of your data, correction of inaccurate records, confirmation of deletion, or other appropriate action.

Your data subject rights

Alongside making a complaint, you have the following rights under UK data protection law:

• The right to access the personal data we hold about you (Subject Access Request).
• The right to have inaccurate data corrected.
• The right to have your data deleted in certain circumstances.
• The right to object to direct marketing — we will act on this immediately.
• The right to restrict how we process your data.
• The right to data portability.

To exercise any of these rights, please contact us using the details above. We will respond to Subject Access Requests within one calendar month. For full details of your rights and how we handle your personal data, please read our privacy policy.

This complaints procedure meets the requirements of the statutory complaints procedure under Section 103 of the Data (Use and Access) Act 2025.

If you are not satisfied

If you are not satisfied with our response, or if your complaint has not been resolved within 30 days, you have the right to refer your complaint to the Information Commissioner’s Office (ICO).

The ICO is the UK’s independent supervisory authority for data protection and has the power to investigate complaints and take enforcement action where appropriate.

Complaints relating to claims management

If your complaint relates to a claims management service — including PCP mis-selling, diesel emissions claims, packaged bank account mis-selling, personal injury, or other financial mis-selling — you may also refer your complaint to the Claims Management Ombudsman.

Aura Media Group Limited is authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activities. Our FCA Firm Reference Number is 835708. You can verify this at register.fca.org.uk.