Complaint policy

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:

• 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

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 Currency Cloud, 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:

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:

DKK Partners
3rd Floor
3 London Bridge Street,
London, England,
SE1 9SG

Tel: +44 (0) 20 3205 7295
Email: [email protected]

ICO REGISTRATION NUMBER

ZB374550