Ghost Mail Ltd Reviews 583

Antwoord van Ghost Mail Ltd

16 uur geleden

Thank you for your review.

We are sorry you were disappointed, particularly as HMRC activation codes are time-sensitive. However, we do need to correct the suggestion that mail was simply “sat on” or ignored.

Our records show that mail was scanned and sent to you on multiple occasions, including in February and March. We also notified you that statutory mail was waiting, but explained that before it could be released or scanned, identity verification was required. This is a compliance requirement and applies to all clients.

It is also important to clarify that HMRC letters are often dated significantly earlier than the date they are actually posted or received. We have seen many HMRC activation-code letters arrive several weeks after the date printed on the letter, sometimes close to or after expiry. Unfortunately, we do not control when HMRC posts items, nor when Royal Mail delivers them to us.

Once mail is physically received and the account is compliant and in good standing, our process is to scan and forward statutory mail promptly. Where ID verification, payment, or account-status issues remain outstanding, this can delay release, as we cannot scan or forward mail without the required checks being complete.

In your case, we can see that:

ID verification was required before mail could initially be released;
scans were sent on more than one occasion;
there was later an outstanding balance on the account;
the account was subsequently transferred to our London address by agreement;
credits/refunds were also issued where appropriate.

We therefore do not accept that mail was deliberately withheld or that no service was provided.

We understand the frustration caused by delayed statutory correspondence, especially for a new business, and we are sorry that the overall experience did not meet your expectations. However, the delays involved were not simply caused by Ghost Mail, and the account history does not support the suggestion that we failed to act.

Kind regards,
Ghost Mail Customer Service

Antwoord van Ghost Mail Ltd

4 dagen geleden

Thank you for your review.

We are sorry to hear about your experience, although we are unable to identify your account from the details provided. We would be very happy to investigate this for you—please contact us directly with your account or company name so we can assist.

We have recently moved to an email-based support system, which—like many organisations—allows us to handle enquiries more efficiently and provide clearer audit trails for client requests. This change has significantly improved overall response times across our client base.

This is currently one of our busiest periods of the year, with very high volumes of statutory mail being received (for example HMRC correspondence and ICO notifications), and we are processing and forwarding thousands of items daily. Despite this, our mail handling turnaround is typically same day or next working day once received.

All support requests are handled via our ticket system, and we aim to respond within three working days. More complex queries can take longer, particularly where account issues (such as insufficient credit for forwarding) need to be resolved before action can be taken.

If you have an item awaiting forwarding, this may require sufficient account credit or confirmation of instructions before we can proceed.

We are always keen to resolve any concerns and would encourage you to contact us directly so we can review your account and assist further.

Kind regards,
Ghost Mail Customer Service

Antwoord van Ghost Mail Ltd

6 dagen geleden

We’re sorry to hear you feel this way and appreciate you taking the time to share your feedback.

We’ve reviewed your account and can confirm that our last correspondence with you was on 8th April. Since then, the item you are referring to has not been forwarded as there is currently insufficient credit on the account to cover postage, which is required before we can dispatch any mail. We’re always happy to proceed immediately once this is topped up.

In relation to communication, we did run a trial from mid-March to mid-April moving to email-only support. This change was introduced to improve response times and service consistency — something many large organisations have adopted successfully. During this period, we actually saw a significant improvement in response efficiency, allowing us to handle queries more thoroughly and keep better records of customer requests.

We do understand that changes in communication channels can take some adjustment, and your feedback is helpful in that regard. That said, we can confirm that we are actively responding to emails, and we would encourage you to resend your request if needed — we’ll prioritise resolving it promptly.

To move this forward straight away, please:

Ensure your account has sufficient credit for postage, and
Reply to your latest email confirming your forwarding instructions

We aim to process and dispatch mail the same or next working day once everything is in place.

We’re here to help and would like to get this resolved for you as quickly as possible.

Antwoord van Ghost Mail Ltd

6 dagen geleden

We are sorry to hear of your experience and appreciate the opportunity to clarify the situation.

Firstly, the timing issue you describe is not uncommon with statutory correspondence. HMRC letters are frequently dated significantly earlier than the date they are actually posted, and we regularly see delays of 2–4 weeks or more before such items enter the Royal Mail network. This is further compounded by ongoing and well-documented Royal Mail delivery delays, particularly affecting business mail and bulk-sent government correspondence.

In many cases, clients receive HMRC letters after the expiry date stated on the document, which is outside of our control and unfortunately a known issue across the industry.

With regard to our service, once mail is physically received at our office, our processing turnaround is typically same day or next working day, provided the account is in good standing. This is consistent across our client base and forms a core part of our service standards.

It is also important to note that mail cannot be forwarded where an account is not in good standing, in line with our terms of service. This is a standard compliance requirement for regulated mail handling providers.

We take all communication concerns seriously. If any correspondence has been missed, we would be keen to review this directly and resolve it. We would therefore encourage you to contact us via support so we can investigate your specific case in detail.

We remain committed to providing a reliable and efficient service, and to supporting clients in navigating the wider postal delays that unfortunately affect all providers.

Antwoord van Ghost Mail Ltd

3 dagen geleden geüpdatet

Thank you for your updated review.

We have already provided full transparency on this matter, and for completeness we set out the verified transaction details below.

Your payment and refund are recorded on Stripe (our regulated payment processor) as follows:

Order ID: GM040533
Payment Intent ID: pi_3T7XYnBDHYophhIK1EdfvpDw
Charge ID: py_3T7XYnBDHYophhIK1mYQB4qC
Refund Amount: £15.60
Refund Date: 8 April 2026 at 14:11 (UTC)
Refund Status: Completed successfully via Stripe

Stripe’s system confirms:

“A refund for £15.60 has been completed from a £45.60 payment”

This is not a pending or attempted refund — it is a completed refund event recorded by the payment processor.

Additionally:

Multiple Stripe-issued refund receipts were sent directly to your email address (ossimo.holdings@gmail.com) on:
8 April 2026 (twice)
15 April 2026
These receipts are generated independently by Stripe, not by us.
Regarding your specific requests:
Refund ID (re_XXXX): Stripe does not always expose this in the dashboard view depending on integration type, but the refund is fully traceable via the Payment Intent and Charge IDs above.
ARN (Acquirer Reference Number):
Stripe does not typically provide ARN numbers to merchants for standard card refunds. This is normal across the platform and outside of our control.
Card details / network:
For security and PCI compliance reasons, we do not have access to full card details. These are held securely by Stripe.
Important clarification

Once a refund is processed:

The funds are returned via the original payment method
The transaction is handled entirely within the card networks (Visa/Mastercard) and your bank
We do not have visibility or control over internal banking timelines or routing once Stripe confirms completion

If your bank is unable to locate the refund, the correct approach is to provide them with:

Payment Intent ID
Charge ID
Refund date and amount

These are the identifiers used within the Stripe/card network ecosystem.

Final position
The refund was processed correctly and in good faith, despite no obligation to do so under our Terms & Conditions
It was completed successfully on 8 April 2026
Independent confirmation emails were issued by Stripe
Full transaction logs have been provided

At this stage, this is no longer a merchant-side issue.

We would respectfully suggest that any further investigation is directed to your bank or Stripe, who control the downstream payment process.

Antwoord van Ghost Mail Ltd

9 mrt 2026

We are genuinely surprised to read this review.

You have been a client of ours for approximately two years and during that time we have successfully forwarded a number of items to you without issue. After reviewing our records and email correspondence, we have not been able to identify any previous queries or concerns raised with us regarding the service.

We always encourage clients to contact us by email for any account-related queries, as this allows us to investigate and respond properly. While we do of course operate phone lines, these can occasionally be busy as we currently handle mail services for more than 40,000 clients. Email therefore remains the most reliable way for us to assist quickly and accurately.

That said, we are always happy to resolve any concerns. If you would like to contact us directly, please email our team and we will be very pleased to review the matter with you and help in any way we can.

We are also currently in the process of opening a new, much larger head office facility in Kington, which will allow us to add several additional phone lines. This expansion should be operational within the next few weeks and will further improve our customer support capacity.

Kind regards,
John Hewitt
Operations Director
Ghost Mail Ltd

Antwoord van Ghost Mail Ltd

27 mrt 2026

Thank you for your feedback.

We’re sorry to hear that your experience didn’t meet expectations, and we appreciate you taking the time to highlight this.

For clarity, director verification is not an automated process and requires certain information to be provided before we can proceed. In this case, there was a short delay as the name of the individual to be verified was not included in the original order details. As soon as this was received, the verification was completed the following working day — well within our stated 3–4 working day timeframe.

Regarding your call to our team, we’re sorry if the response you received felt unclear. We will review this internally to ensure clearer communication is provided in future.

We’re pleased the process was completed promptly once all required information was available, and if there’s anything further you need, we’re always happy to assist.

Kind regards,
Ghost Mail Customer Support

Antwoord van Ghost Mail Ltd

2 mrt 2026

Reply from Ghost Mail Ltd

Thank you for your review.

For clarity, the Confirmation Statement in this case cannot be submitted because the required Companies House personal authentication code (Personal Code) has not been obtained and provided to us.

Since November 18th 2025, Companies House has required all directors to obtain and use their Personal Code in order for certain filings — including Confirmation Statements — to be submitted.

Companies House has been issuing regular email reminders to directors regarding this requirement, and the status is also clearly shown on the company’s public listing at Companies House.

Without the Personal Code, we are legally unable to submit the filing and it would not be accepted by Companies House.

We appreciate that deadlines are important. However, where a statutory filing depends on action required directly by a director, progress inevitably depends on that step being completed.

We are always happy to provide clear guidance and assistance, and once the required code is supplied, the submission can be processed promptly.

Ghost Mail Ltd

Antwoord van Ghost Mail Ltd

2 mrt 2026

Reply from Ghost Mail Ltd

We are sorry that you feel dissatisfied; however, your review omits some important context.

On 17 December we contacted you because the ID document submitted could not be fully seen and therefore did not meet our regulatory requirements. As a regulated mail-handling provider, we are required to obtain clear and compliant identification before we can release, forward or scan any mail. This is not discretionary — it is a legal obligation.

Until compliant ID is approved, mail cannot be processed. Our notification at the time clearly stated that mail would be held for two weeks pending valid ID. Where ID is not approved within that period, items are returned in accordance with our Terms & Conditions.

Your ID was not successfully approved until mid-January. By that stage, the standard holding period had elapsed.

We do not “blame” clients — we simply apply the same compliance rules to everyone. These requirements exist to protect both our business and our customers.

We take response times seriously and continually review our processes, but compliance requirements cannot be bypassed.

Ghost Mail Ltd

Antwoord van Ghost Mail Ltd

Geüpdatet op 20 feb 2026

Dear Ejder,

Thank you for your further comment.

We appreciate you taking the time to respond, however the position remains unchanged and we would like to clarify this again for the benefit of readers.

The service purchased under Order No. GM037870 was a Registered Office Service, which is a business-to-business contractual service. It is not a usage-based or pay-per-mail product.

The service becomes active immediately upon order because:

> The address is allocated and reserved exclusively.
> Internal compliance and AML checks are undertaken.
> The account is created and logged within our systems.
> We assume regulatory responsibilities as a registered office provider from the point of acceptance.

Whether the address is subsequently filed at Companies House or used publicly does not determine activation. The contractual obligation begins when the order is accepted and processed.

You state the service was “never activated”, however activation does not depend on public use — it depends on allocation and acceptance, which occurred at the time of purchase.

As clearly stated in our Terms & Conditions prior to checkout, registered office services are supplied on a business-to-business basis and are non-refundable once processed. Statutory consumer cooling-off rights do not apply to business services.

We also note your reference to the UK International Consumer Centre. As this was a business service intended for the registration of a company, it falls outside consumer retail protections. Nonetheless, we will of course cooperate fully with any legitimate enquiry and provide full documentation if requested.

We always aim to be fair and transparent, and our pricing and refund policies are clearly published. While we understand that plans can change, the contract was for the reservation and provision of a regulated address for one year, not for physical mail usage.

If you would still like to discuss the matter directly, we remain open to professional correspondence.

Kind regards,
John Hewitt
Operations Director
Ghost Mail Ltd