Legal
Client Care Policy
We prioritise time-efficiency and fairness to deliver fast, reliable outcomes without compromising integrity.
General Information
To ensure that all clients’ cases are handled on a fair and consistent basis, we’ve built a policy that improves time-management, operative processing times and overall transparency.
You’re learning more about our Client Care Policy.
Acceptance
Acceptance of Terms: These Terms and Conditions (“Terms”) govern your use of Client Care Services (“Services”) provided by ADVICIFAS (“Company”). By accessing or using our Services, you agree to comply with and be bound by these Terms.
The Policy
At ADVICIFAS, we understand the urgency around knowing how your case is progressing, so we’ve built a policy that ensures time is dedicated and shared fairly on all cases.
Our Client Care Policy for each service is:
- Requests for an update are responded to within 48 hours;
- Our response to your request will be via email – we do not supply updates via phone call;
- We do not tolerate abuse including but not limited to manipulation, coercion and / or verbal / written abuse – abuse is handled in line with Risk Management;
- Responses to requests for updates received in out-of-office hours may be issued in out-of-office hours;
- Where a response is issued out-of-hours, this is not to be expected on any further responsive basis;
- Your specialist may request for information, documentation and / or confirmation on multiple occasions – you must co-operate on every occasion; and
- We will only respond to one [1] request for an update per week.
The above list is not exhaustive and items may be added / removed at any time.
Whereby co-operation is a concern by inter-servicing behaviours not consistent with our policy(s), your service(s) could be suspended. To learn more, visit Risk Management.
Changes to this Policy
We may make changes to our Client Care Policy at any time and your service(s) will be immediately bound by any new, changed and / or removed terms.
Where you do not agree to a new term, changed term and / or a removed term, you must contact us as soon as possible by emailing [email protected].
Questions and / or concerns
Where you have questions and / or concerns surrounding our Client Care Policy, you must contact us either by our Contact Us page or by emailing [email protected].
For questions and / or concerns surrounding Risk Management including but not limited to suspensions, investigations and / or terminations, these should be directed solely by email to [email protected].
