Frequently Asked Questions

After 56 years in business, we’ve done our best to create a service that anticipates and meets our customers’ growing and changing needs. We’ve compiled a list of frequently asked questions . If you do not find an answer to your question here, please contact us

Generic selectors
Exact matches only
Search in title
Search in content
Search in posts
Search in pages

How long does it take to setup my application?

All applications are registered instantly online and this is confirmed to you by email within a few minutes.    Please be sure to check your ‘Spam’ or ‘Trash’ file.   The next stage after set-up is for you to upload identification documents.

How many names can I have on one account?

You can have as many names as you need on one account.    We include 3 personal and one business free of charge.   Extra names beyond this are £30 per personal name per year and £50 per business name per year.

Do I have to subscribe for a year?

No, although it works out to be cheaper.   We also provide the service for a 6 month and 3 month duration. Please indicate your preference on your application form

I am a private individual, do I have to pay the VAT?

We have to charge VAT to private individuals who are based in the UK and within the EU.

I'm outside of the EU, do I pay VAT?

VAT is not charged to Private Individuals or Businesses outside of the EU unless you are a UK Limited Company.

Are the details I provide to you confidential?

All information provided to us is held and used in the strictest of confidence. Your privacy is guaranteed with our service and your details are not provided to any third party whatsoever. We are, however, obliged to provide this information to official bodies, such as Courts, HMRC and the Police should we be asked or required to by law.  You can read more about our Privacy Policy HERE

What payment methods do you accept?

We accept all Credit, Debit and Amex cards online. If you are a business and need to pay by BACS / Bank Transfer to set up, please contact us.

Do you accept packages and parcels?

Packages and Parcels can be accepted at at all of our addresses. We recommend usage of our N13 (Green Lanes) address for any frequent or high volume parcels or package deliveries.

Are there any restrictions on what can be sent to my Prime Street Address?

Illegal and Dangerous items may not be sent to or shipped from your Prime Street Address.  You also are unable to have any pharmaceutical products sent to or shipped from your Prime Street Address.   There are, however, some medicines for person use that are acceptable.

There are certain items that are prohibited by carriers for shipping.   Therefore whilst some items can be sent to your Prime Street Address, then may have restrictions on whether they can be shipped.      The following links provide some good solid guidance.

Royal Mail

UPS

DHL

Do you sign for Registered / Special Delivery and Courier items?

Any item requiring a signature will be accepted and signed for. We will send you an email alert when an item has arrived for you.    Simply log onto your account where you will see a picture of the item and instruct us our you would like it handled.

What are your opening hours to collect mail?

We are open between 10.00 and 16:00 for Mail collection at all of our locations. We do not currently offer a collection facility outside of these hours or at weekends.

Can you filter my junk mail?

In order to keep your postage costs low, we will automatically filter out ‘obvious’ junk mail. Please note you will not attract junk mail because you are using a Virtual Address. Find out more about this.

Do you keep records of what mail I receive?

A lot of time and investment has been spent in developing our unique in-house software that barcodes and logs EVERY single item of mail that enters and leaves our premises, as well as recording external tracking numbers from items we have signed for on your behalf, right through to how many items of mail we have sent to you and on what day.

How often do you send mail to me?

You’re in Control – it’s entirely up to you.    We have some auto-forward options such as  daily, weekly or monthly.   In addition, you can log on to your account at any time and request a forward and what items you wanted included.

Do you batch my mail or do you send it as individual items?

If you have your mail ‘auto-forwarded’ we bundle together all mail received and send on to you in an unmarked envelope/pack.    Alternatively, you can manually prepare your own dispatched by  logging onto your account online, viewing your items  choosing what to dispatch.

Can you send mail overseas?

We will ship items anywhere in the world.

How often can I change my forwarding address?

Your forwarding address can be changed as often as required. For security and accuracy, we can only accept changes of address via your online secure account or via email.

What identification do you require?

For a Private Individual account or a Sole Trader, we will require 1 x Photographic ID such as a Passport or Driving Licence and 1x Proof of Residential Address (such as a utility bill or bank statement within the last 3 months). If you are an incorporated business (such as Ltd, LLC, LLP or PLC), we will also require personal ID for every Director and Beneficial Owner of the business, Certificate of Incorporation (if applicable) and proof of where the business is actually operated from.   For more about our Identification requires, see HERE

How do I submit my Identification?

We recommend uploading your identification documents to your secure online account.    This is fast, secure and easy.

Alternatively, you can post them to us at:

The Compliance Officer
Prime Secretarial Services
483 Green Lanes
London
N13 4BS
United Kingdom

 

Further information on our identification requirements can be found HERE

What documentation will you accept?

For more about our Identification  documents we accept, see HERE

How do you verify my identity?

Once you have signed up with us, you will receive an immediate email asking you to supply us with Identification Documents (Photo ID and a Proof of Address).  These will be verified electronically with various official secure trusted sources.   This is not a credit check but it will leave information on your file to show that an identify check has been carried out.   It has no effect on your Credit File.

For more about our Identification  Verification, see HERE

How do I get my ID certified for Regent Street (W1)?

If you sign-up to our Regent Street address, all identification documents submitted to us must be in colour and be certified.  This applies to all clients regardless of where you are located in the world.      Identification documents can be certified by a Professional Teacher, a Bank, Post Office, Solicitor or a Notary Public.

For more about our Identification  Verification, see HERE

How do I know if I need to top-up?

You will receive a top up notification via email, push notification or SMS and when you login to your account your mail items will be replaced by a top-up icon. As soon as you top up, these will be automatically removed.

It is important to ensure that you top-up when required to ensure they are no delays in mail delivery.

How can I view my VAT Invoices / Statements?

If you go to your profile, there is a tab at the bottom with “My statements” This will show you all the monthly email statements we have sent you.

VAT Invoices are issued on the 1st day of each month automatically and are sent via email as well as being available within your Online account.

How can I see the transactions on my account?

Under your profile, there is a tab marked “My account” this shows every transaction in your account. You can see all charges and credits in realtime.

What is a ClientID?

This is the number that we issue to you as soon as we have received your ID documents and completed the verification process.

You do not need to quote your ClientID when using your Prime Street Address.

How do I set up weekly or monthly forwarding?

Here is how to do it:

  1. Log into your account.
  2. Go to ‘My Profile’ on the top menu
  3. Click on ‘Preferences’ tab
  4. Scroll down and change your ‘default action’ to HOLD
  5. Then scroll down to ‘Auto-Forward’ and Click the ‘Manage’ button.  From there follow instruction to create your weekly or monthly  forwarding auto-forwarding batches.

How do I TURN-OFF weekly or monthly forwarding?

  1. Log in to your account at https://client.prime-secretarial.net
  2. On the top menu bar, Click ‘My Profile’
  3. The on the menu bar below, click ‘Preferences’
  4. Scroll down to Auto-Forward on the left hand side and click ‘Manage
  5. The when on this page click ‘Cancel’

You have now successfully cancelled the auto-forward weekly/monthly.

Why cant I see previews of my envelopes?

Parcels and Registered items are uploaded for preview free of charge.

We can turn the envelope scan service on if you so wish and we will scan the envelope faces as we receive them as an additional chargeable service at 20p + VAT per envelope scanned.

 

Hoe do I request a once-only forward?

If you require your mail to be sent out outside of your normal arrangements, here is how to do it in a few easy steps: –

  1. Log into your account with your usual username and password at https://client.prime-secretarial.net
  2. On the top menu bar, click on ‘mailbox’
  3. In your mailbox, choose the ‘All’ tab.
  4. Select all the items you wish to have forwarded by clicking in the square box on each item and then choose the blue FORWARD -> button from the icons at the top.
  5. Follow the instructions on screen to complete the batch forward.

Get a Street Address today

Why choose us?

Established 1962 – you’re in safe hands.
A Confidential Service – your privacy guaranteed.
Online Secure Mail Management
A family-run company serving over 50,000 clients in over 113 countries.