Complaints Policy

Goji Financial Services Limited (“Goji”) is authorised and regulated by the Financial Conduct Authority (“FCA”). In line with the FCA’s rules, we have established, implemented and continue to maintain policies and procedures to ensure the prompt handling of complaints.

Goji is committed to providing excellent service to our clients and customers. If you are unhappy with the service which you have received from us, then we would like you to tell us about it. All complaints receive a fair and impartial investigation, and this also allows us an opportunity to review our service and to improve our standards.

The Complaint Process

Raising a Complaint

When you feel you haven’t received the level of service you expect, and would like to tell us about this, you can do so by using the following contact details:

Telephone: +44 (0)203 865 5243
Email: compliance@goji.investments
Post: Goji Complaints, 10 Alie Street, London, E1 8DE
Business hours: Monday - Friday: 9am - 6pm.

Investigating a Complaint

When we receive a complaint, we will ensure that we:

• complete a fair and impartial investigation;
• assess promptly: the cause of the complaint; whether or not the complaint should be upheld; if any foreseeable harm has been caused; what remedial action should be taken and whether any redress is appropriate; and whether or not another party may be solely or jointly responsible for the cause of the complaint;
• provide a response which is fair, clear and not misleading, and outlining our assessment of the complaint; and
• comply promptly with any remedial action or redress which is determined appropriate.

Resolving a Complaint

If your complaint relates to e-money, we will aim to resolve it within 15 business days. If this isn’t possible, we will send a holding response outlining the reasons for the delay and providing a new deadline for final response. This will be no later than 35 business days from receipt of the initial complaint.

For all other complaints, if we resolve your complaint to your satisfaction within three business days, we will consider the complaint resolved. Following the agreed resolution, Goji will send confirmation of this and note that should you subsequently decide that the resolution is unsatisfactory, then you may be able to refer the complaint to the FOS and the timeframes for doing so.

Where we are unable to complete the investigation within three working days, or if the proposed resolution has not been accepted, we will send an Acknowledgement Letter within five business days, confirming that we are investigating the matter in line with our complaints procedure.

Following this, we will try our best to provide a full resolution as quickly as possible. The FCA allows up to eight weeks to provide a resolution.

If the complaint has not been resolved within four weeks, we will send a holding letter confirming that we are still looking into the complaint.

If we have not resolved the complaint after eight weeks, we will send another holding letter confirming that we are still looking into the matter, and the reason for this. At this point, we will provide your FOS rights. A full resolution will subsequently be sent as soon as the investigation has been concluded.

Our Resolution Letter will confirm if we are upholding your complaint, any redress we deem appropriate, and information on next steps should you remain unsatisfied with our response.

Forwarding the Complaint

If Goji believes that another firm or third party is responsible for the complaint, we will forward it to them and inform you that we have done so. Where we feel that another party is partly responsible for the complaint, we will inform you of the referral, provide their contact details, and continue our investigation into the part of the complaint that is within our remit.

Financial Ombudsman Service

If a complaint remains unresolved to your satisfaction and you are considered an eligible complainant (as outlined below), you may be able to refer your complaint to the Financial Ombudsman Service (“FOS”). The FOS is an organisation set up to give consumers a free and independent service for resolving disputes with financial firms.

If you want to refer a complaint to the FOS, you must do this within six months of the date of our Resolution Letter. If you do not refer the complaint within this timescale, the Ombudsman will not be able to consider your complaint and will only do so in very limited circumstances (for example, if the FOS believes that the delay was the result of exceptional circumstances). Please note that the Ombudsman will not look at a complaint until it has been raised with the firm and the firm has had a reasonable time to respond. Further information regarding the FOS is available at:

Telephone: +44 (0)800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Website: www.financial-ombudsman.org.uk
Business hours: Monday - Friday: 8am - 5pm; Saturday: 9am - 1pm

Eligible Complainants

Depending on whether you are considered an eligible complainant will determine what rights and options are available to you, such as FOS rights. Regardless of the above, Goji will still investigate complaints to the same level; just the additional support may not be available if you are not treated as an eligible complainant.

An eligible complainant is defined as:

• a private individual/consumer;
• a micro-enterprise which employs fewer than 10 persons and has a turnover or annual balance sheet that does not exceed €2 million;
• a small business which has an annual turnover of less than £6.5 million andhas fewer than 50 employees;
• a charity with an annual income of less than £6.5 million; or
• a trustee of a trust which has a net asset value of less than £5 million.