Below you can find a detailed outline of our Complaints Handling Procedure, which should be followed in the event that you wish to file a complaint with the company at any time.
Go365- summary of complaints procedure
1.1 Unless indicated to the contrary, the terms included in this Report shall have a specific meaning and may be used in the singular or plural as appropriate.
1.2 Client Means the 'client' as defined in the 'Client Agreement' available online at [Go365.io]
2.1 (herein after referred to as the Company or the 'Firm') is incorporated in Commonwealth of Dominica. Our registered office is 8 Copthall, Roseau Valley, 00152 Commonwealth of Dominica.
2.2 Go365.io is operated and managed by the Company and hereinafter referred to as Go365.
3.1. The complaint handling procedure (‘The procedure’) sets out the processes employed when dealing with complaints received by clients.
4.1. A complaint is an expression of dissatisfaction by a client regarding the provision of investment and / or ancillary services provided by Go365.
4.2. A complaint shall include
4.3. A compliant must not include:
5.1. All complaints must be in writing and shall be addressed, in the first instance, to the Customer Support Department. If the client receives a response from the Customer Support Department but deems that the complaint needs to be raised further, the client may either ask the Customer Support Department to escalate it to the Customer Relations Department or directly contact the Customer Relations Department [email protected], which will independently and impartially investigate it.
5.2. Both the Customer Support Departments and the Customer Relations Departments shall thoroughly examine the complaints as required (taking into account any information contained within the books and records of the Firm, including but not limited to the client`s trading account journal) to reach a fair outcome.
5.3. Both the Customer Support Departments and the Compliance Department shall: (i) send an initial response to the client within 48 business hours, (ii) resolve complaints as soon as reasonably practicable and (iii) inform the client accordingly.
5.4. All complaints shall be treated confidentially.
6.1. Questions regarding this Procedure should be addressed, in the first instance, to the Customer Service Department.