Services

Platform

Operational

Desktop Application

Operational

iOS Application

Operational

Mail Scanning

Operational
1 Business Day

Mail Forwarding

Operational
1 Business Day

Basic Verification | Automatic

AI Auto
Instant

Basic Verification | Manual

Standard
1 Business Day

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
Standard
1 Business Day
Message Centre Icon
Message Centre
Standard
1 Business Day

Verification Team

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

Past Incidents

October 15, 2020

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

17:00

October 8, 2020

Comms updated | The following departments have returned to standard response times - Mailroom, Business Team, Customer Services and social media support.

11:09

September 29, 2020

Comms updated | Further to an increased number of comms the mailroom and business team communications are delayed. We apologise for any inconvenience caused and expect to get all comms back to standard service very quickly.

16:01

September 28, 2020

Mail scanning status has been changed to delayed.

16:19

September 15, 2020

Our platform is fully operational, and customers should have full access to their accounts. We thank everyone for their patience during the problems experienced yesterday.

12:02

September 14, 2020

Our platform is back online, but you may experience some minor disruptions over the coming hours. Please accept our apologies for the delay and any inconvenience this may have caused.

22:44

September 14, 2020

We apologise for any inconveniences caused. We are continuing to explore solutions to get back up and running as quickly as possible. Thank you for your patience.

18:00

September 14, 2020

The platform has been interrupted/offline and the tech guys are working on the problem.

15:00

September 14, 2020

Microsoft Azure South UK region is down at present, which is affecting all our services. There are engineers working on it to restore the services.

15:00

September 9, 2020

Comms | Customer Support, Mailroom, Business Team, Social Media and Callback Service are all back to standard response times

11:20

September 1, 2020

Comms updated | Further to the unprecedented number of comms contact over the Bank Holiday, all communications are delayed. We apologise for any inconvenience caused and expect to get back to standard service very quickly.

13:21

August 27, 2020

Update Mail forwarding changed from standard to delayed

13:34

August 27, 2020

Comms updated | Verification message centre changed to delayed

13:34

August 25, 2020

Comms updated | Customer service's message centre and email have gone back to standard response times

16:25