Investigations

Learn how we investigate breaches to our Terms & Conditions and unacceptable risk.

Your service may be investigated if we identify discrepancies in the information provided, observe suspicious activity, or receive complaints that require further examination. Investigations ensure compliance with our terms & conditions and protect all parties involved.

If your service is under investigation, you will be notified via email. The email will outline the reason for the investigation and any information or documentation required from you.

The purpose of an investigation is to assess the validity of the information provided, ensure compliance with our terms & conditions, and resolve any potential risks or disputes affecting your service.

During an investigation, Risk Operations will review all relevant data and may request additional information or evidence from you. While the investigation is ongoing, your service may be temporarily suspended.

The duration of an investigation varies depending on its complexity. You will be updated on the progress as needed, and we aim to resolve investigations as quickly as possible, typically within 7 to 21 working days.

Yes, you can communicate with us via email during the investigation. However, other methods of communication, such as phone calls, are not permitted to ensure a clear and documented process.

Important Notice

Where a service is under investigation, we are unable to communicate with you regarding any investigation.

In most cases, your service will be suspended during the investigation to prevent potential misuse. Access may be restored once the investigation is resolved.

Yes, if you disagree with the outcome of an investigation, you can appeal by submitting a written request with supporting evidence. Appeals are reviewed thoroughly, and decisions are communicated within 7 to 15 working days.

To send us an appeal, send it to:

ADVICIFAS

124 City Road

London

EC1V 2NX

Refund eligibility depends on the findings of the investigation and the terms & conditions. If you are found in breach of the terms, you may not be eligible for a refund.

Providing accurate and complete information promptly is the best way to assist in resolving an investigation. Respond to any requests for documentation or clarification as soon as possible.

Get in touch

If you need help understanding the information supplied, get in touch.

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