The Case Updates page is where you'll find updates about your case. Depending on your account type, you can request an update, query an update, or add your own updates.
Finding your updates
On mobile and tablets: Tap the menu icon at the top left of the page (next to your name), select 'Case', then 'Updates'.
On desktop: In the menu on the left, select 'Updates' under 'Case'. If the menu is collapsed, select the folder icon to open it.
What you see on the Case Updates page depends on your account type:
- Third Party accounts: an 'Updates' tab with updates from us, and a 'Requests' tab with the update requests you've sent and our response to each
- First Party accounts: a 'From ADVICIFAS' tab with updates from us, and a 'From You' tab with the updates you've added
Requesting an update (Third Party accounts)
- On the Case Updates page, press 'Request an Update'
- Check your details (name, Client Reference and service number) and press 'OK'
- Enter a Subject and Your message
- Press 'Confirm and send'
Your request appears in the 'Requests' tab. When we reply, our answer shows under 'Our response' on that request. We aim to respond to all update requests within 48 hours, excluding UK non-working days, as set out in our terms and conditions.
You can request one update per week. Once you've sent this week's request, the 'Request an Update' button is greyed out until the next week. If no new developments exist, your service has been suspended, or an update was already provided that week, an update may not be sent.
Querying an update (Third Party accounts)
If you have a question about an update in the 'Updates' tab:
- Find the update and press 'Query' next to 'Got a question?'
- Type your question
- Press 'Send'
Your query then shows on that update, with our reply underneath it under 'Our response'.
Updates from ADVICIFAS (First Party accounts)
Updates in the 'From ADVICIFAS' tab can include documents, which you can 'View' or 'Download', and a list of Disallowed Actions. Press the case shown on an update to see its case details.
Some updates ask you to accept a Disclaimer. Read the documentation and guidance, then press 'Confirm', 'Confirm' again and finally 'I Agree'. The update then shows when you accepted it.
Adding an update (First Party accounts)
- On the Case Updates page, press 'Add an Update'
- Select the case the update is for and press 'OK'
- Enter an Update Title and a Message, and attach a document if you want to
- Press 'Add Update'
Your update is sent to our team and appears in the 'From You' tab. This is useful for sharing new information or evidence with us.
Notifications
You'll be told about new updates in two ways:
- In the portal: press the bell icon at the top of the page to open your notifications. Pressing a notification takes you to the page it relates to.
- Email: notifications are sent from [email protected]. Search your inbox for this address to find any you may have missed.
See Notifications for more.
In-portal and email notifications are core features of the Client Portal and can't be turned off for an individual account.
