Suspensions
Learn about when we may suspend a service.
Why might my service be suspended?
Your service may be suspended if there is a breach of our terms & conditions or if we identify behaviours that pose a risk to our operations.
Examples of risks we cannot accept:
- Supplying falsified information;
- Abusive contact to staff (incl. client care specialists);
- Suspected witting or complicit involvement in fraud; or
- Suspected involvement in other crimes undisclosed.
How will I know if my service has been suspended?
If your service is suspended, you will receive an email notification explaining the suspension. This email will outline the next steps and any information we may require from you to review the case.
Can I pay to have my service unsuspended?
No, we do not accept payments or incentives to unsuspend a service. Attempting to offer payment may be considered bribery and could result in the termination of your service.
How long will my service be suspended?
Services remain suspended for the time required to review and investigate the issue. If we request additional information from you, the suspension may last until all requested information is provided and reviewed.
What happens during a suspension?
During a suspension, all operations related to your service are withdrawn. We will review and investigate the concerns leading to the suspension and decide whether to unsuspend or terminate the service.
How will I communicate with you during a suspension?
Communication during a suspension is handled exclusively via email to [email protected] or written correspondence. Other methods, such as phone calls, are not permitted and may delay resolution.
To write to us:
ADVICIFAS
124 City Road
London
EC1V 2NX
What if my service is terminated after a suspension?
If your service is terminated, you will lose all access to our operations, and the termination will be permanent. You will be informed of the decision and any next steps via email.
Can I appeal a suspension or termination decision?
Yes, you can appeal by submitting a written request with supporting evidence to the address provided in your suspension or termination notice. Appeals are reviewed thoroughly, and decisions are communicated within 7 to 15 working days. Where we require more time to respond to your appeal, we will let you know by sending you an email.
Will I be eligible for a refund if my service is suspended or terminated?
Refund eligibility during a suspension or after termination is determined by the conditions outlined in our terms & conditions. Refund requests may be automatically rejected depending on the circumstances.
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