Why would my service be subject to an investigation?
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.
How will I know if my service is under investigation?
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.
What is the purpose of an investigation?
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.
What happens during an investigation?
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.
How long does an investigation take?
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.
Can I still contact you while my service is under investigation?
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.
Will I lose access to my service during the 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.
Can I appeal the outcome of an investigation?
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
Will I be eligible for a refund if the investigation finds against me?
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.
How can I assist in resolving an investigation quickly?
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.
SUPPORT
