Thank you for your feedback.
While we welcome all reviews, we must respectfully clarify that your comments do not accurately reflect the situation and, in several instances, are factually incorrect.
We had multiple telephone conversations regarding this matter. The initial call with a male individual was courteous, during which it was acknowledged and accepted that parcels are not permitted under the service you purchased and would therefore be returned to sender. (at no point did anyone gloat or say it was sitting in reception with in his words 'sitting with a big fat return to sender sticker)
Shortly afterwards, you contacted us directly. Your tone during that call was extremely aggressive, confrontational, and abusive, which regrettably led to the first call being terminated.
Further communication followed a similar pattern, including threats to attend our premises to take the item yourself. In response, and to protect our staff from distress, I personally collected the parcel to ensure it could be returned securely and appropriately, evidence of which has been sent via email.
We make it clear prior to sign-up—and again via email upon activation—that parcels are not accepted on the registered office service. You acknowledged this yourself during the conversation by stating, “I am well aware of the rules, it was a mistake and I am coming to get it.”
It is neither reasonable nor fair to other customers for someone to purchase a low-cost restricted service and expect the benefits associated with higher-tier packages.
Unfortunately, your written complaint significantly misrepresented the content of our telephone conversations, which has now prompted the implementation of call recording to ensure future complaints can be accurately reviewed and investigated.
Finally, your claims regarding scanning delays are also untrue. All mail is scanned and uploaded on the same day it is received without exception. In fact, you raised no prior concerns about our service during the 11 months you have used it—only following this incident and when it was pointed out that your only complaint relates to a service, you’ve never ordered or paid for.
We take pride in offering transparent and reliable service, and while we regret that you are dissatisfied, we remain committed to treating all customers—and our staff—with respect and fairness.
