Complaints.
How to raise a concern, and what happens after you do.
How to complain
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process. Please speak with your Oku Private relationship manager or email compliance@okuprivate.com.
If you need to raise a complaint, please contact compliance@okuprivate.com with the following information:
- The date of the complaint
- The nature of your complaint
- How it has affected you
- Your contact details
- Any additional information
You may also write to us at: Oku Markets Limited, The Light Bulb, 1 Filament Walk, London, SW18 4GQ.
What happens next
A member of staff will confirm receipt of your complaint via email within 1 business day of receiving it, and will aim to resolve the complaint within three business days. In certain instances, a complaint may need to be escalated and we therefore may extend the timeline to resolve the complaint by the end of 15 business days following receipt of the complaint.
In exceptional circumstances, where we are unable to provide a resolution within the 15-business-day period, we have up to 35 business days to provide a final response. We will keep you informed of progress throughout.
Our partners
We work with a panel of FCA-authorised e-money and payments institution partners in providing our service: Currency Cloud, Ebury, Alt21, Sciopay, and Equals Money. Each of these partners has certain obligations as a regulated financial services provider, and each has its own complaints process which you may use if your concern relates specifically to their regulated services.
Currency Cloud
The Currency Cloud Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 and the Payment Services Regulations for the issuing of electronic money and the provision of payment services with FCA registration number 900199. Currencycloud B.V. is authorized by De Nederlandsche Bank (DNB) for the issuing of electronic money and the provision of payment services with Relation number DNB: R142701.
We keep them informed of the complaints we receive from you regarding the regulated payments and e-money services they ultimately provide to you. If for any reason your complaint regarding your payments and e-money services has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Currency Cloud's complaints information can be found at currencycloud.com/legal/complaints ↗.
Ebury
Ebury Partners UK Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 and the Payment Services Regulations for the issuing of electronic money and the provision of payment services with FCA registration number 900797.
We keep them informed of the complaints we receive from you regarding the regulated services they ultimately provide to you. If for any reason your complaint has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Ebury's complaints information can be found at ebury.com/legal/complaints-procedure ↗.
Alt21
ALT21 Limited is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 for the issuing of electronic money and the provision of payment services with FCA registration number 783837.
We keep them informed of the complaints we receive from you regarding the regulated services they ultimately provide to you. If for any reason your complaint has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, please contact Alt21 directly for their complaints procedure.
Sciopay
Sciopay Ltd is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 for the provision of payment services with FCA registration number 927951.
We keep them informed of the complaints we receive from you regarding the regulated services they ultimately provide to you. If for any reason your complaint has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, please contact Sciopay directly for their complaints procedure.
Equals Money
Equals Money PLC is authorised by the Financial Conduct Authority under the Electronic Money Regulations 2011 and the Payment Services Regulations for the issuing of electronic money and the provision of payment services with FCA registration number 488396.
We keep them informed of the complaints we receive from you regarding the regulated services they ultimately provide to you. If for any reason your complaint has not been acknowledged or dealt with by us, or if you have concerns about the way it has been handled, Equals Money's complaints information can be found at equalsmoney.com/legal/complaints ↗.
External dispute resolution
If we are unable to resolve your complaint to your satisfaction, you may be able to refer your complaint to the relevant external dispute resolution body, depending on your location.
EEA Clients
KiFiD (Klachteninstituut Financiële Dienstverlening)
Email: consumenten@kifid.nl
Telephone: +31 70 333 8999
UK Clients
Financial Ombudsman Service
Telephone: +44 800 023 4567 or +44 300 123 9123
Last updated: August 2026