Table of contents
- 8.1 Opening Hours
- 8.2 Meet the Team
- 8.3 Emails and Expected Response Timeframes
- 8.4 Genistar Email Address
8.1 Opening Hours
| Mon – Friday | 8am – 6pm |
| Bank holidays | Closed |
8.2 Meet the Team
| Michael Cody Chief Operating Officer |
Field Service
| Tapashya Sunuwar Field Service Manager | |
| Adam McConnell Field Service Team Leader | |
| Phillip Maloba Field Service Associate | |
| Olivia Wadowska Field Service Associate | |
| Alfie Jenkins Field Service Team Associate |
Compliance
| Emily Gooday Head of Compliance | |
| Steven Hoang Compliance Officer | |
| Abby Rumley Compliance Assistant |
Communications
| Margo Lestz Head of Communications and Media | |
| Rachana Shete Digital Marketing & Design Manager | |
| George Jenkins Multimedia & AV |
Events
| Juanita Holmes PA & Project Co-ordinator | |
| Steven Barclay Events Assistant |
Human Resources
| Kathryn Hollingsbee HR manager | |
| Kellina Kelly HR Associate |
IT
| Dahnish Aziz Junior Developer | |
| Ivona Šimmerová Lead Tester | |
| Andrew Ross QA Tester | |
| Takunda Mkaratigwa Junior Tester | |
| Joseph Dimba Infrastructure Engineer |
Finance
| Mark Kecek CFO | |
| Shirley Kecek Financial Controller |
8.3 Emails and Expected Response Timeframes
Emails
The FSC team is dedicated to helping you run your business as smoothly as possible.
To make sure they can do that in a timely manner, please make sure your emails are sent to the correct email address for each query.
- Please note, only EVPs should email the FSC. This is so the Field Service Team can manage the volume efficiently. However, EVPs should feel free to cc their downline where appropriate.
- The FSC will cc the EVP if any non-EVP emails them directly.
- Please provide as much information as possible when raising a ticket, including but not limited to: G-codes for reps and clients; browser and device used and clear screenshots of system issues. This will help with any investigation and allow us to escalate the ticket, if required, without having to ask for more information.
- The Field Service Team will do their best to assist with your queries. Should there be a need for further escalation, department managers will be notified as needed.
WHICH EMAIL ADDRESS SHOULD YOU USE?
| fsc@genistar.net | business.integrity@genistar.net | sa@genistar.net |
| Submissions | IBA status | Servicing amendment |
| Genistar online system issues | IBA refunds | Client confirmations of quotes |
| Commissions | GDPR breach | |
| Request for erasure | Complaints* | |
| Leader boards | Exams attempt | |
| Promotions | ID verification | |
| Third-party referrals | Bank account approval queries |
*Complaints – Please note, any level of representative and any client may send an email regarding a complaint.
The FCA has a strict timeframe within which a complaint must be reported and addressed. Therefore, it is vital that all complaints are reported immediately. Non-EVPs should always make their upline EVP aware of any complaints and report them to the FSC as soon as possible.
Additional Emails
| comm@genistar.net | Juanita.holmes@genistar.ner and steven.barclay@genistar.net |
| Banners | Genistar events tickets |
| Merch | Genistar events information |
| Podcasts | |
| Companywide presentations | |
| Testimonials | |
| Social media | |
| Interviews |
EXPECTED RESPONSE TIMEFRAMES
- The FSC aims to send you an initial acknowledgement email within 24 hrs (working days).
- Please see the expected response times below for listed queries.
- Please note that some queries will require the FSC to contact our providers and will then be subject to their response times.
WHEN CAN YOU EXPECT A RESPONSE?
| Query | Expected Response Time (Working days) |
| Submissions | 24–48 hrs from EVP approval date |
| Genistar online system issues | Case by case |
| Commissions | Case by case |
| Request for erasure | 1 week |
| Leader boards | Case by case |
| Promotions | 24–48 hrs |
| Third-party referrals | Case by case |
| Removal from mailing list (account termination) | 24–48 hrs |
| Representative transfer | Case by case |
| Name change | Case by case |
| IBA status | 24–48 hrs |
| IBA refunds | 24–48 hrs |
| GDPR breach | 24–48 hrs |
| Complaints | Case by case/FCA timeline |
| Exams attempt | Case by case |
| ID verification | 24–48 hrs |
| Bank account approval queries | 24–48 hrs |
8.4 Genistar Email Address
- Genistar email address request must be made by the individual directly to fsc@genistar.net
- Rep must be Team Leader level and above.
- Field Service team will assign it to IT infrastructure team.
- Genistar email is set up.
- Representative must then update their Genistar email address in their representative account. – not all representatives action this step.
Request template:
You must send in an email to fsc@genistar.net including the answers to the questions below, as well as providing a photograph of yourself.
First Name:
Last Name:
G-Code:
Personal Email address:
Mobile Phone number:
Position in the company (I.e. Team Leader, Group Leader, etc):
Name of upline:
G-Code of upline:
Provide a smart headshot photo with a plain background titled GCODE and Name Note: All email requests must come directly from the candidate, using the email address which they use to access Genistar Online. (This is due to our commitment to data protection and GDPR regulations
Version Control
| Section | Who | Date |
| Created | Tapashya Sunuwar | 25.07.2025 |