Welcome to Ayvens Germany!

At Ayvens, good service is very important to us. If something has not gone to your satisfaction, we would like to hear about it. Your feedback helps us review your concern, remedy any possible errors and further improve our processes. You may submit a complaint or a suggestion for improvement if you are dissatisfied with a service, a product, a process, an invoice, a communication or any other service provided by Ayvens. This applies regardless of whether you are a customer, prospective customer, authorised representative or otherwise affected by an Ayvens service.

How to Contact Us You may submit your complaint through one of the following channels:

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  via the complaint form below,
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  by telephone at +49 40 47104-0,
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  by email to info.de@ayvens.com,
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  in writing to ALD AutoLeasing D GmbH, Nedderfeld 95, 22529 Hamburg, Germany.

Please describe your concern as specifically as possible and, where available, include relevant details, such as customer number, contract number, licence plate number, invoice number, date of the matter or the contact persons involved. This enables us to review your complaint more quickly and in a more targeted manner.

Our Complaint Process

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  Upon receipt of your complaint, we record your concern and forward it to the responsible team.
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  In the case of written complaints, we generally confirm receipt within five working days.
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  We carefully review the facts of the matter and, where necessary, involve the relevant specialist departments. If we require additional information, we will contact you.
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  We will respond to your complaint as quickly as possible. As a rule, a response will be provided no later than within two months of receipt of the complaint.
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  If the review has not yet been completed after eight weeks, we will inform you of the current status, the reasons for the additional processing time and the next steps.
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  For complaints relating to payment services, the statutory deadlines under Section 62 of the German Payment Services Supervision Act (ZAG) apply by way of derogation. In such cases, we will generally respond to your complaint no later than within 15 working days of receipt. If, exceptionally, this is not possible for reasons beyond Ayvens’ control, you will receive an interim response. The final response will be provided no later than within 35 working days of receipt of the complaint.

Even if we are unable to remedy your complaint, or are only able to remedy it in part, you will receive a comprehensible response setting out the main reasons for our decision.

If You Are Not Satisfied with Our Response If you are not satisfied with our response or wish to consider out-of-court dispute resolution, you may contact the competent consumer dispute resolution body, where applicable. For certain disputes relating to payment services, consumer loans, distance contracts for financial services and electronic money, the dispute resolution body at the Deutsche Bundesbank is competent.

Further information on the dispute resolution body at the Deutsche Bundesbank is available at: https://www.bundesbank.de/de/service/schlichtungsstelle

Further legal information and details of the competent dispute resolution body can also be found in our legal notice.

Your right to seek legal recourse remains unaffected.