Scanned Mail Help

All mail received before 2pm is scanned the same day we receive it. Although we will try any scan mail received after 2pm the same day its received, depending on the time its received and the quantity it may not be possible.

If we are unable to scan mail received after 2pm the same day, it will be scanned and uploaded the next business day.

Each time mail is uploaded to your online account our system will automatically send you an email to let you know.

To ensure you’re not overloaded with multiple emails, our system will only send one email irrespective of the number of documents we upload.

If we upload 10 letters to your account today you will be notified via email once. Not 10 times

If there is mail we cannot scan such as bank cards, we will send this out in the mail to the shipping address specified on your account (subject to there being sufficient funds in your mail deposit)

When an item is sent in the mail, you will be notified via email.

When cheques are received, we will if possible send you a scan of the cheque, however subject to their being sufficient finds in your mail deposit account, it will automatically be sent in the mail to your shipping address.

When this is sent out in the mail, you will be notified via email.

The forwarding of cheques is automatic, you don’t need to request an original

Unfortunately this is not possible. As we do not read the mail we are unable to sort it for you. You can easily sort mail when you read it for example rename the file to something more relevant or store it in specific folders for easier future reference.

There are a number of possibilities.

Its not been received yet
All mail received before 2pm on business days is scanned and uploaded the same business day. If the item of mail in question is not currently available in your online account, it may simply be that its not been received yet or is in the process of being scanned.

Incorrect name
We sort incoming mail by name, as such only mail addressed to one of the names on your account will be uploaded to your account.  It is vital that we are kept updated about any name changes.

Incorrect address
It may be worth checking with the sender to ensure the correct address as shown in your welcome email has been used.

Incorrect Mail
The type of mail permitted on your service may vary. For example the registered office service is limited to statutory mail only. None statutory mail such as letters from customers, suppliers, banks will be returned to sender.

Unfortunately the delete feature is permanent. Once deleted its impossible to retrieve it. You will need to request a duplicate from the sender.

After scanning mail, we store the original in branch for 28 days during which time you can request the original by mail. If a request has not been received within 28 days the status changes to “Expired” indicating that the original can no longer be requested.

The request original feature will also be disabled for that particular document.

Unfortunately we only store originals for 28 days. To comply with GDPR regulations ensuring documents are only stored for as long as needed, we automatically dispose of documents in compliance with the 28 day schedule.

If the status of your document shows “Expired” it means we are no longer able to forward the original as such you will need to contact the sender and request a duplicate.

We will securely store the original for 28 days after scanning during which time you can request that the original is sent to you in the mail.

If a request for the original has not been received within 28 days, it will be securely shredded in house before being collected by a third party paper recycling company (we use secure cross cut shredders to ensure complete, confidential destruction).