DKK Partners Ltd is committed to providing a competitive and efficient service, built on the company value – “People First”. It means we deal with everyone – client, supplier, partner or employee – fairly and transparently.

We believe in employing well-trained and dedicated staff and the intelligent use of technology to help us achieve this.

Unfortunately, there may be occasions when we fall below the standards you expect, and we have simple, clear procedures in place to set out how we will deal with any complaints you may have about the service you have received.

You can make a complaint by a means that is convenient for you – for example, letter, email, telephone or in person, to any member of DKK Partners Ltd staff, although it may be easier for you to contact your usual dealer.

Our complaints process

When you make a complaint with us we will: acknowledge your complaint promptly (within 24hrs or 1 business day of receiving it) and make sure we understand the issue; try our best to resolve the issue; keep you informed throughout; maintain a record of your complaint; provide you with details including contact person’s name and reference numbers for you to follow up in case you want to and give you a final response within 30 calendar days (most complaints can be resolved within a few days).

You can make a complaint by a way that is most convenient to you which includes either calling us, emailing us or writing to us.

The complaint will be recorded on our systems, and the person handling it will respond in writing by post or email.

We will start investigating your complaint as soon as possible and aim to resolve the matter as quickly as we can, keeping you regularly informed of our progress. In our final response, we will explain our assessment of the complaint to you, along with any remedial action or redress. We will also take measures to improve any systems or processes where necessary.

In our final response we will include:

• A summary of your complaint
• A summary of the outcome of our investigation
• Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
• Details of any offer to settle the complaint and how long this offer will remain open
• If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.
• If you are an eligible client, a notification of your right to refer the matter to the Financial Ombudsman Service.

Financial Ombudsman Service

The UK Parliament established the Financial Ombudsman Service as the official independent expert in settling complaints between consumers and businesses providing financial services.

If you have lodged a complaint and are not entirely satisfied with the solution by Ebury, you can obtain a copy
of the Financial Ombudsman Service explanatory leaflet from us or contact the Financial Ombudsman Service directly at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Website: www.financial-ombudsman.org.uk
Email: [email protected]
Phone: 0800 023 4567 or 0300 123 9123

If your complaint is in relation to Data Protection, and we are unable to provide you with a final response within one calendar month we will write to you with:

An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.

If you are an eligible client, a notification of your right to refer the matter to a Data Supervisory Authority.

For the purpose of our processing the Lead Supervisory Authority is:

Lead Supervisory Authority
Information Commissioner’s Office
Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom

Website: https://ico.org.uk
Email: [email protected]
Phone: +44 (0) 303 123 1113

We value your feedback. Help us get it right every time, for every client!

Our contact details are:

Complaints
DKK Partners Ltd

Office 354, 3^rd Floor

News Building,

3 London Bridge Street 

London SE1 9SG

Tel: +44 (0) 20 3205 7295

Email: [email protected]