Complaints Policy

How to Make a Complaint

Complaints can be submitted through the following channels:

Complaints Handling

We will review and investigate your complaint carefully, taking into account all relevant information and evidence. Our aim is always to provide a clear and fair response, together with any appropriate remedial action where necessary.

Outcome and Remedies

• If the complaint is upheld

  We will take appropriate action, which may include corrective measures, improvements to our processes, or other suitable solutions.

• If the complaint is not upheld

  We will provide a clear explanation of our decision.

External Escalation

DKK Partners Ltd will investigate complaints concerning its own services fairly, objectively and promptly.

DKK Partners Ltd is not authorised by the Financial Conduct Authority to provide regulated payment services. Customers should not assume that complaints concerning DKK Partners Ltd are eligible for referral to the Financial Ombudsman Service.

Where a customer has entered into a separate agreement directly with another regulated service provider, complaints concerning that provider or its regulated services should be submitted directly to that provider under its complaints procedure. Any right to refer a complaint to the Financial Ombudsman Service will depend on the customer’s relationship with that provider and the applicable eligibility requirements.

Complaints concerning the processing of personal data may be referred to the Information Commissioner’s Office where appropriate.

Data Protection Complaints

If your complaint relates to how we handle your personal data, you also have the right to raise it with the Information Commissioner's Office (ICO):

Our Commitment

We are dedicated to resolving issues in a way that maintains confidence and trust in our services. Every complaint is taken seriously, reviewed fairly and responded to with appropriate care and attention.