If you are dissatisfied, feel free to contact AUB.
If you are wondering about or unhappy about something in your case, AUB recommends that you start by calling AUB. Sometimes there are misunderstandings that are best resolved with a verbal explanation.
If you do not want to complain but are unhappy with the way AUB has handled your case, you can also contact the customer ambassador.
If you disagree with a decision from AUB, you can appeal against it. AUB must receive your appeal no later than 4 weeks after you have received the decision.
You can complain by calling or writing to AUB.
When you complain, it is important to be clear about what you are complaining about and why.
When you fill out the "Complaint about AUB" form here on Life in Denmark, you will be helped along the way to provide the information that is typically important to include in the complaint.
After you have sent '‘Complaint about AUB', you will receive a receipt in Digital Post with the text you have written in the complaint.
There are no requirements for the way you write, but you can use the checklist here to prepare before filling out the complaint.
If you send the complaint in another way, it is helpful if you also write a clear heading, such as "Complaint about AUB", your social security number and your phone number so that AUB can contact you.
You can call AUB if you have questions about the decision or want help with your complaint.
If you complain about a decision, AUB must receive your complaint no later than 4 weeks after you have received the decision.
If the decision letter was sent to you by Digital Post, AUB must have received your complaint no later than 4 weeks after the date of the letter, as you will receive the letter on the day it was sent.
AUB must have received your complaint no later than 23:59 on the day the complaint deadline expires.
If the appeal deadline falls on a Saturday, Sunday, public holiday or the Friday after Ascension Day, the appeal deadline will be extended to the first working day thereafter.
If the decision letter was sent to you by paper mail, AUB must have received your complaint within 4 weeks + 6 business days of the date of the letter. This is because the physical letter can take up to 6 business days to arrive.
AUB must have received your complaint before the end of office hours on the day the complaint deadline expires. Remember to allow time for your complaint to reach AUB if you send it by paper mail.
If the appeal deadline falls on a Saturday, Sunday, public holiday or the Friday after Ascension Day, the appeal deadline will be extended to the first working day thereafter.
If you complain too late, AUB will forward your complaint to the Appeals Board for ATP, etc. who will decide whether there are special reasons why your complaint should still be processed. For example, it may be because you have been unable to complain due to serious illness.
Once AUB has received your complaint, AUB will re-examine your case based on what you have written in your complaint. In some cases, AUB will call you to discuss the case and get more information. This helps to ensure the best basis for handling your complaint.
If you complain about a decision, there is a set process for how the complaint is handled.
AUB's assessment: |
What happens to the complaint |
| Agree with your complaint | You will receive a new decision that replaces the previous decision. |
| Agree with part of your complaint |
You will receive a new decision with a notification of which part of your complaint is upheld. However, in some situations, you will receive a new decision from our system that contains the parts that have been upheld. If you still want to appeal, you must notify AUB within 4 weeks of receiving the new decision. AUB will then forward your complaint to the Appeals Board for ATP, etc. who will assess it. |
| Not agreeing with your complaint | You will receive a letter stating that AUB is not deciding in your favour, and your complaint will be forwarded to the Appeals Board for ATP, etc. |
When the Appeals Board for ATP, etc. has received your complaint, you will receive a letter explaining what happens next. You will receive a new letter with the Appeals Board's decision when they have processed your complaint. You can read more about the Appeals Board at atp-anke.dk.
If you complain about something other than a decision, AUB will investigate if there is anything that should have been done differently. You will always get a response to your complaint.
You can also contact the customer ambassador if you are unhappy with the way AUB has handled your case or you think there is something AUB can do better.