Legal

Complaints Procedure

If something has gone wrong, or you feel we have not met your expectations, please tell us. We take every complaint seriously and handle it fairly, promptly, and free of charge.

Step one

How to make a complaint

Write to us by email or by post. Either reaches the same team.

Where to send it

Email is the quickest way to reach us.

Email

hello@getokko.com

Mail

Complaints TeamAureon Solutions LLC (OKKO)208 North 29th Street, Suite 201Billings, Montana 59101USA

What to include

So that we can resolve things quickly, please tell us:

  • Your company name and the email address registered to your OKKO account
  • A clear description of the issue and when it happened
  • Any relevant transaction references, dates, amounts, and currencies
  • What you would like us to do to put things right
  • Copies of any supporting documents or screenshots
For your security, never send passwords, full card numbers, or one-time codes by email.
Step two

What happens next

Three stages, with a time limit on each one.

  1. Acknowledgment

    Within 2 business days. We confirm that we have received your complaint and give you a reference number.

  2. Investigation

    A member of our team who was not involved in the original issue reviews your complaint. We may contact you for more information.

  3. Final response

    Within 15 business days. We write to you with what we found. If we need longer, we tell you why and when to expect our answer, and respond within 35 business days at the latest.

Our final response will explain what we found, whether we uphold your complaint, and any action we will take, such as correcting an error or refunding a fee charged in error.

Where your complaint involves services provided by our banking or payment partners, we may share relevant details with them to investigate and resolve it.

Last updated: 21 October 2026

If you are not satisfied

If you are not happy with our final response, you can ask for it to be reviewed by a senior manager by replying to that response within 30 days. We will complete that review and reply within 15 business days.

You may also contact the financial services regulator in your state or jurisdiction.

Record keeping

We keep a record of every complaint and how it was resolved, and we review complaints regularly to improve our services. Complaint records are kept confidential and handled in line with our Privacy Policy.

Language

Complaints are handled in English. If a translated version of this page conflicts with the English version, the English version prevails.

About OKKO

OKKO is a trading name of Aureon Solutions LLC, a Montana limited liability company registered with the Financial Crimes Enforcement Network (FinCEN) as a Money Services Business.

See also our Terms and Conditions and our Pricing.