Ghost Mail Ltd Omdömen 578

Svar från Ghost Mail Ltd

Uppdaterad 9 apr. 2026

Dear Shahbaz,

Thank you for your review.

Sadly, you do not seem to be able to understand the message sent by our Merchant account, Stripe: “This email is to confirm that your refund has been issued… It can take approximately 10 days to appear on your statement.” This time period is beyond our control.

For clarity, the service you purchased is a Companies House address package, which is a business-to-business service and, as clearly stated in our Terms & Conditions, is non-refundable once ordered.

However, in your case, we made a goodwill exception and agreed to provide a refund (less an administration fee) — something we are under no obligation to do. You accepted this arrangement on 6 March.

At that time, your refund was passed to our accounts team for processing. Unfortunately, this coincided with our head office relocation, which caused some temporary delays in processing times.

That said, we acknowledge that this took longer than expected, and we apologise for the delay.

To be clear:

The refund was approved as a goodwill gesture, not a contractual entitlement
The service itself was validly supplied and non-refundable under our terms
The delay was operational, not a refusal to refund

Your refund is being finalised, and we will ensure this is resolved promptly.

We would also note that describing the service as “very poor” or suggesting misconduct is not accurate given:

A refund was voluntarily agreed
Ongoing communication was maintained
The matter is administrative timing, not service failure

If you require any further update, please contact us directly and we will prioritise this for you.

Kind regards,
John Hewitt
Operations Director
Ghost Mail Limited

Svar från Ghost Mail Ltd

9 mars 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

Svar från Ghost Mail Ltd

27 mars 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

Svar från Ghost Mail Ltd

2 mars 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

Svar från Ghost Mail Ltd

2 mars 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

Svar från Ghost Mail Ltd

Uppdaterad 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

Svar från Ghost Mail Ltd

19 feb. 2026

We are sorry to read that you feel disappointed, as we aim to be transparent about how our services are structured.

The £26.40 fee referenced relates solely to the Registered Office Service. This service allows a company to use our address for Companies House purposes and includes scanning and emailing of statutory mail from HMRC and Companies House (provided the account is in good standing).

A Director’s Service Address is a separate legal requirement where a director chooses to use our address as their public correspondence address. This is clearly stated in both our website description and the welcome email.

A Business Mail / Low User Service is only required if non-statutory business mail (for example, banks, suppliers, customers etc.) is to be received and forwarded. This is also clearly explained prior to purchase. Forwarding and scanning fees apply because we operate a pay-per-use model rather than inflating annual fees to cover mail that many clients never receive.

Nothing is sent, scanned or forwarded without prior notification and cost confirmation. Clients are always free to choose:

• Collection
• Scanning
• Postal forwarding
• Return to sender
• Disposal

Many of our clients receive little or no business mail and therefore keep their costs extremely low. Others who receive more mail may prefer one of our higher-tier packages which offers different economics.

We do not hide charges. All fees — including handling and postage — are published on our website and explained in our pre-purchase correspondence and welcome emails.

We are proud to support thousands of small businesses and remain among the most competitively priced providers in the UK when like-for-like services are compared.

If you would like us to review your specific account again, we are very happy to do so.

Kind regards,
Ghost Mail Customer Service

Svar från Ghost Mail Ltd

Uppdaterad 31 jan. 2026

Thank you for taking the time to leave a review on TrustPilot.

We are sorry to hear that you feel dissatisfied and would like to clarify several important points for accuracy and transparency.

Ghost Mail does not require Turkish citizens to hold a passport in order to complete identity verification. We can and do successfully verify Turkish nationals using a Turkish national ID card, together with supporting documentation (such as proof of address), provided it meets UK Companies House and AML compliance standards.

This is clearly outlined within our verification process, and thousands of overseas clients complete verification successfully each year using non-passport documents.
All of our address and verification services are regulated compliance services, not discretionary consumer products.

As stated clearly in our service description and Terms & Conditions you agreed to prior to purchase, registered office fees are non-refundable, as the service and compliance checks are initiated immediately and incur third-party compliance costs. This policy exists to meet UK legal and anti-fraud obligations and is standard across the industry.

We also take issue with the claim that no response was provided. Our support team responds to all verification-related enquiries in the order received, and in many cases delays are caused by incomplete or non-compliant documentation, rather than a refusal or lack of assistance. We remain available to help any client complete verification correctly.

Chargebacks do not change the legal or contractual position and are disputed where services have been delivered in line with the published terms.

If you still wish to proceed with verification using a Turkish ID card, or would like clarification on acceptable documents, we invite you to contact us directly via our official support channel support@ghostmail.co.uk so we can assist further.
—
Ghost Mail Ltd
UK Registered Office & Compliance Services

Svar från Ghost Mail Ltd

20 jan. 2026

Response from Ghost Mail Ltd

We strongly disagree with the characterisation of this transaction and the allegations made in this review.

This was a business-to-business (B2B) purchase of a UK Registered Office service, made explicitly for the purpose of registering a company. As clearly stated at checkout and in our Terms & Conditions (which were accepted at the point of purchase), B2B services are not subject to the 14-day consumer cooling-off period and are non-refundable once provisioned.

Key facts:

The order was placed for a business address service

The service was activated immediately on purchase

Administrative and compliance actions were undertaken at once, including account creation, address allocation, audit logging, and system provisioning required of regulated address providers

The customer later changed their mind, which does not undo the contract or the work already completed

Despite being under no obligation to issue any refund at all, we exercised discretion and issued a partial refund, retaining a £25 administration fee in line with our published Terms. This fee reflects the genuine costs incurred in setting up and activating a regulated business service — not “mail handling”, but compliance, provisioning, and record-keeping.

The repeated assertion that this is “fraud”, “unjust enrichment”, or unethical is incorrect. There has been:

No misrepresentation

No hidden charges

No breach of contract

For clarity, this review is also a duplicate of a review already posted by the same individual on a related Trustpilot profile, repeating the same claims after receiving a full written explanation.

We operate transparently, in compliance with UK law, and provide address services to tens of thousands of businesses worldwide. Customers are strongly encouraged to read service descriptions and Terms & Conditions carefully before purchasing regulated B2B services.