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

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

August 24, 2020

Update Mail Forwarding from delayed to standard

13:20