FAQs

How long does it take to set up?

All applications are registered instantly online and this is confirmed to you by email within a few minutes.    Please be sure to check your ‘Spam’ or ‘Trash’ file.   The next stage after set-up is for you to upload identification documents.

How many names can I have on one account?

You can have as many names as you need on one account.    We include 3 personal and one business free of charge.   Extra names beyond this are £30 per personal name per year and £50 per business name per year.

Do I have to subscribe for a year?

No, although it works out to be cheaper.   We also provide the service for a 6 month and 3 month duration. Please indicate your preference on your application form

I am a private individual, do I have to pay VAT?

We have to charge VAT to private individuals who are based in the UK and within the EU.

I am outside of the EU, do I have to pay VAT?

VAT is not charged to Private Individuals or Businesses outside of the EU unless you are a UK Limited Company.

Are the details I provide to you confidential?

All information provided to us is held and used in the strictest of confidence. Your privacy is guaranteed with our service and your details are not provided to any third party whatsoever. We are, however, obliged to provide this information to official bodies, such as Courts, HMRC and the Police should we be asked or required to by law.  You can read more about our Privacy Policy HERE

What payment methods do you accept?

We accept all Credit, Debit and Amex cards online. If you are a business and need to pay by BACS / Bank Transfer to set up, please contact us.

Do you accept parcels & packages?

Packages and Parcels can be accepted at at all of our addresses except our SW19 (Dalton House) address.  We recommend usage of our N13 (Green Lanes) address for any frequent or high volume parcels or package deliveries.

Are there any restrictions on what can be sent to my Post Box Address?

Illegal and Dangerous items may not be sent to or shipped from your Prime Street Address.  You also are unable to have any pharmaceutical products sent to or shipped from your Prime Street Address.   There are, however, some medicines for person use that are acceptable.

There are certain items that are prohibited by carriers for shipping.   Therefore whilst some items can be sent to your Prime Street Address, then may have restrictions on whether they can be shipped.      The following links provide some good solid guidance.

Royal Mail

UPS

DHL

Do you sign for Registered / Special Delivery and Courier items?

Any item requiring a signature will be accepted and signed for. We will send you an email alert when an item has arrived for you.    Simply log onto your account where you will see a picture of the item and instruct us our you would like it handled.

What are your opening hours to collect mail?

We are open between 10.00 and 16:00 for Mail collection at all of our locations. We do not currently offer a collection facility outside of these hours or at weekends.

Can you filter junk mail?

In order to keep your postage costs low, we will automatically filter out ‘obvious’ junk mail. Please note you will not attract junk mail because you are using a Virtual Address. Find out more about this.

How often do you send mail to me?

You’re in Control – it’s entirely up to you.    We have some auto-forward options such as  daily, weekly or monthly.   In addition, you can log on to your account at any time and request a forward and what items you wanted included.

Can you send mail and parcels overseas?

We will ship items anywhere in the world.

Can I change my forwarding address?

Your forwarding address can be changed as often as required. For security and accuracy, we can only accept changes of address via your online secure account or via email.

What identification do you require?

For a Private Individual account or a Sole Trader, we will require 1 x Photographic ID such as a Passport or Driving Licence and 1x Proof of Residential Address (such as a utility bill or bank statement within the last 3 months). If you are an incorporated business (such as Ltd, LLC, LLP or PLC), we will also require personal ID for every Director and Beneficial Owner of the business, Certificate of Incorporation (if applicable) and proof of where the business is actually operated from.   For more about our Identification requires, see HERE

How do I submit my identification?

We recommend uploading your identification documents to your secure online account.    This is fast, secure and easy.

Alternatively, you can post them to us at:

The Compliance Officer
Prime Secretarial Services
483 Green Lanes
London
N13 4BS
United Kingdom

Further information on our identification requirements can be found HERE

What documentation will you accept?

For more about our Identification  documents we accept, see HERE

How do you verify my identify?

Once you have signed up with us, you will receive an immediate email asking you to supply us with Identification Documents (Photo ID and a Proof of Address).  These will be verified electronically with various official secure trusted sources.   This is not a credit check but it will leave information on your file to show that an identify check has been carried out.   It has no effect on your Credit File.

For more about our Identification  Verification, see HERE

How do I get my identify certified for Regent Street?

If you sign-up to our Regent Street address, all identification documents submitted to us must be in colour and be certified.  This applies to all clients regardless of where you are located in the world.      Identification documents can be certified by a Professional Teacher, a Bank, Post Office, Solicitor or a Notary Public.

For more about our Identification  Verification, see HERE

 

How do I know if I need to top-up?

You will receive a top up notification via email, push notification or SMS and when you login to your account your mail items will be replaced by a top-up icon. As soon as you top up, these will be automatically removed.

It is important to ensure that you top-up when required to ensure they are no delays in mail delivery.

How can I view my VAT Invoices and Statements?

If you go to your profile, there is a tab at the bottom with “My statements” This will show you all the monthly email statements we have sent you.

VAT Invoices are issued on the 1st day of each month automatically and are sent via email as well as being available within your Online account.

How can I see transactions on my account?

Under your profile, there is a tab marked “My account” this shows every transaction in your account. You can see all charges and credits in realtime.