Urgent Announcement

Tuesday 26th January 2021

Due to recent instruction by the NHS Test, Trace & Isolate service, our Forwarding Services are suspended due to staff isolation.

Forwarding | Suspended for 10 days
No shipments will be processed from our processing centre with immediate effect. Services affected include Royal Mail, DPD, DHL and Arrange Own Courier.

All forwarding requests can still be submitted but will remain pending until our services resume on the 4th February. When processing resumes, forwarding batches will be processed in order of submission.

You can request for your mail to be scanned should you require access to your items in digital format (subject to your mail plan, charges may apply).

Services

Platform

Operational

Desktop Application

Operational

iOS Application

Operational

Mail Scanning

Operational
1 Business Day

Mail Forwarding

Suspended
Expected until 4th February

Basic Verification | Automatic

AI Auto
Instant

Basic Verification | Manual

Extended Response Time
4+ Business Days

Enhanced Verification

Extended Response Time
Upto 4+ Business Days

Comms

Customer Support

Email Icon
EMAIL SUPPORT
Standard
1 Business Day
Message Centre Icon
Message Centre
Standard
1 Business Day

Mail Room

Email Icon
EMAIL SUPPORT
Delayed
Upto 2-3 Business Days
Message Centre Icon
Message Centre
Delayed
Upto 2-3 Business Days

Verification Team

Email Icon
EMAIL SUPPORT
Extended Response Time
4+ Business Days
Message Centre Icon
Message Centre
Extended Response Time
4+ Business Days

Business Team

Email Icon
EMAIL SUPPORT
Standard
1 Business Day
Message Centre Icon
Message Centre
Standard
1 Business Day

Social Media Support

Status
Standard
1 Business Day

Business Days are Monday - Friday, from 9am to 4pm GMT+1

Postal & Couriers

DPD

Due to the suspension of services with DPD to the EU, additional services charges being imposed and a number of parcels being returned to us we have taken the decision to suspend DPD shipments to the EU until further notice.

The available postage option has been removed from selection and an alternative network will need to be selected.

DHL

Shipping from this date will now require the additional mandatory data.


For more information click HERE

Royal Mail

Royal Mail services to the EU have resumed but there will be additional delays in delivering items.

Shipping from this date will now require the additional mandatory data.


For more information click HERE

Past Incidents

January 26, 2021

Due to recent instruction by the NHS Test, Trace & Isolate service, our Forwarding Services are suspended due to staff isolation. Service should resume on the 4th February

13:21

January 25, 2021

Due to increasing numbers of staff absence due to self-isolation and unprecedented demand for our services you may experience delays with action requests. We are working tirelessly to ensure that all requests are completed as soon as possible.

15:26

January 8, 2021

DPD have paused their EU road service, until 13th Jan 2021, due to 20% of parcels having incorrect or incomplete data attached https://t.co/T5MpR0sxyy

11:48

January 4, 2021

We are experiencing an increased number of onboarding submissions which means that verification times will be delayed. Our team are working hard to process applications as quickly as possibly

9:41

January 4, 2021

Update Mail Forwarding from standard to delayed.

9:41

December 29, 2020

Royal Mail services to the EU have resumed but there will be additional delays in delivering items

18:01

December 22, 2020

Royal Mail has temporarily suspended all mail services to Europe, with the exception of the Republic of Ireland.

9:43

December 21, 2020

DPD and DHL have suspended European road services to all European destinations with immediate effect.

13:43

December 21, 2020

Royal Mail have made changes to their timed guarantees for our Special Delivery by 9am and 1pm services https://t.co/Zqcrz2UG1T

13:43

December 10, 2020

Update Mail forwarding changed from standard to delayed

16:21

December 9, 2020

There have been no reported incidents

10:02

December 2, 2020

There have been no reported incidents

11:53

November 25, 2020

There have been no reported incidents

12:50

October 15, 2020

Update mail forwarding, mail scanning and verification basic (manual) have returned to standard turnaround time

17:00