How Can We Help?

Customer Journey

As part of our customer journey, every customer who applies for finance via AU Finance will be invited to join the customer portal.

The customer portal gives customers the ability to let us know of any vulnerabilities, allow third parties to act on their behalf and complete the tasks required for processing the application.

During the application process, customers will receive SMS and emails from us, keeping them up to date with the process and giving them real-time updates on the progress of their application.

Please see the Workflow , which indicates at what points the customer will receive communication from us.

If the customer needs help using the Customer Portal, we’ve put together some handy resources for them located at: https://auf.co.uk/pos-knowledge-base/

The knowledge base can also be accessed by going to our website (https://auf.co.uk) then selecting customer and then Customer Knowledge base.

AU Finance

© 2026 Auto Union Finance Ltd. We can introduce you to a limited number of lenders that offer finance products, but we do not offer advice or recommendations. We are not impartial and have commercial arrangements with each of the lenders on our panel. We do not charge you a fee for our services, but we do receive commission from our lenders should you accept their terms. We have commercial terms in place with the motor retailers who introduce you to us and we will pass a proportion of the commission we receive to the retailer. The commission we receive is either a fixed fee or a percentage of the amount you borrow. The commission we receive varies depending on how you are introduced to us, which lender we place you with, and which finance product you choose. When we are able to make an offer of credit to you, we will inform you of the exact amount of commission, how much of it we will keep and how much we will pay to the motor retailer, the method used to calculate the amount and then ask for your consent to this before we proceed with the transaction. If you would like to know how we handle complaints, please ask for a copy of our complaints policy and procedures or click here. For our Privacy Policy click here. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at www.financial-ombudsman.org.uk. For free and impartial money advice, contact the Money Advice Service. Auto Union Finance Limited is authorised and regulated by the Financial Conduct Authority. Our Firm reference number is 669609. Auto Union Finance Limited is a company registered in England & Wales with a company number 4975821. Our VAT registration number is 152092140. All Rights Reserved. We are a credit broker and not a lender.