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Get in touch with our team today. Call, email or speak to us via our website's Live Chat service. Our customer service team is always happy to assist no matter how small or large your request.

Xmas Opening Hours

Fri 22nd December – 9am – 3.30pm
Mon 25th December – CLOSED
Tues 26th December – CLOSED
Wed 27th December– 9am – 5.00pm
Thu 28th December– 9am – 5.00pm
Fri 29th December – 9am – 5.00pm
Mon 1st January 2024 – CLOSED
Tues 2nd January 2024 – Normal hours resume.

Find Quick Answers

I have just signed up with Capital Office, I’m unsure what address to use?

The address is confirmed within the Welcome Email sent out following the purchase (email with subject User Registration & Account Details).
The address is at the end of the first paragraph: Your Company/ Your Name, 124 City Road, London, EC1V 2NX.

I haven’t received the Welcome Email/ Purchase Order Confirmation?

Please check that the email address you have provided is correct. You can do this by emailing the customer service team.
If the email address is incorrect, the team might ask you additional questions/ details to be able to change the email address on file securely.

I have signed up and received the welcome information but unsure what to do next?

The next step is verification of the account, there’s 2 parts to the verification: complete Capital Office customer portal with all required information and then the ID checks.
Firstly, login to Capital Office customer portal (details on how to access confirmed within welcome email), then on the home screen where you see the company name under the Listed Accounts heading, click ‘edit company information’ and complete all fields with red asterisk. (Residential address in the top section, mail forwarding address for post & then the 5 company information questions). Once complete, click the green save button in the bottom left corner.
Next, Compliance will soon send an email with an invitation to Credas – a mobile phone application used to submit photo ID & Proof of Address. The email sent by Compliance will provide step by step instructions & also a list of what documents can be accepted for photo ID / Proof of Address.

I have received the Welcome Email but unable to login to Capital Office portal?

Use the Reset Password option to send a new portal password- please check your Spam folder too for this email.
In case you haven’t received them, please email the customer service team.

Now that I have purchased the service, can I start using the address?

Following the purchase:

The account needs to be verified. It is always best to wait until this process has completed before starting to use the address as post cannot be released until all Directors/ Shareholders/ Account Holder are verified.

I have selected the Free LTD company formation option when signing up, when will this be done?

The first step is to verify the account, once completed the Compliance team will pass your account details to our in-house Formations Team who will start the process to register the company.
Once the ID is submitted and the Company Information filled in, please email compliance and they will get back to you with an update as soon as possible.
The formations officer will contact you to confirm all the details that need to be submitted to Companies House and once you are happy with the information, the process will start. It can take up to 48 hours for the company to be incorporated. Once the company is incorporated, you will be notified via email.

Compliance, Identification & Account Status

I have submitted documents via Credas, how long should I expect to wait for feedback?

Once submitted, the documents will go through an approval process where the documents are checked and cross checked with client account to ensure information matches (residential address on Proof of Address). PLEASE ENSURE THAT YOU EMAIL US ONCE YOU HAVE SUBMITTED THE DOCUMENTS.
Compliance should provide feedback within around 24 hours from receiving your email notifying us about the uploaded documents to confirm if documents have been approved or if additional information is needed.

I need to submit ID but haven’t received the information on how to do so?

Credas should be automatically sent by Compliance once order has been placed, this can usually take a couple of hours to come through following the purchase.
Please check Junk/Spam folder as the invite may have filtered through to Junk/ Spam folder. The email will come directly from the ‘credas@noreply’ email and not from a Capital Office email domain.

There’s more than one Director/Shareholder with the business but I’ve only received one Credas invitation?

Please email our compliance team (compliance@capital-office.co.uk) and include the following: Company Name, Director/ shareholder name(s), Date of Birth and Residential Address.
The compliance team will then create a profile(s) in Credas and will send the invitation and the instructions on how to complete the ID check.

I have been with Capital Office for many years but now asked to supply ID?

As per Terms & Conditions of service, every 24 months of active service, clients will be asked to supply up to date ID documents and Proof of Address to re-verify the account.
We use Credas for this too and the same process is followed, the customers need to wait for the invite and instructions, upload the documents and notify the compliance team.

Common Post & Parcel Questions

I have received an email stating post has arrived which is not included?

In most cases this notification arrived because your current services don’t cover the address use for general letters or for statutory letters.
If you have Registered Office Address (and Director Service Address) service and you use our address anywhere else beside Companies House and HMRC, you are likely to receive an upgrade email as general letters will arrive for you. We ask you to add service to be able to receive general letters, this service is London Trading Address.
If you have a London Trading Address and you receive an upgrade email, this is likely because you are using our address on Companies House as Registered Office and/ or Director’s Service Address, therefore anything arriving from Companies House and HMRC under your company’s name, cannot be released until you upgrade your service and add Registered Office and/ or Director Service Address.

I have received an email regarding low funds for postage, how do I top up?

You can top up scan bundles or postage funds from Capital Office customer portal using the Postage Funds option from the menu, selection at the top to add scan bundles, at the bottom for postage funds. You can make online payment via the portal which will instantly add to the account.

You can also call and pay over the phone, via a link which we will send in an email or via BACS (please allow up to 5 working days for BACS payments to show).

I need my post to be sent but would like it sent to a different forwarding address as a one-off to what’s listed on my account.

We can arrange this but we would kindly ask you to send an email to customer service (info@capital-office.co.uk) and our team will then co-ordinate this request with the post room team.

I have post which needs to be collected, when can I come to the office and do I need to make an appointment?

The office is open Monday-Friday 9am to 5pm so can you come to the office and collect (no appointment needed but kindly notify us of the collection if possible 24h prior); ID will be required in order to collect mail.
Nearest station to the office is Old Street
You can nominate someone else to come and collect post on your behalf, however we will require a written confirmation of this. You will need to email customer service (info@capital-office.co.uk) from the email that’s on file and let us know that you are authorizing someone else (their full name please) to come to collect the post. The person will have to bring a valid ID with them in order for us to release post to them.

My parcel is showing as delivered to the office, but I haven’t received notification of arrival?

If the parcel isn’t noted on the account, please email customer service (info@capital-office.co.uk) with copy of the proof of delivery and our team will investigate further.

Renewals

I have received renewal alerts via email but unsure how to renew?

You can renew your service using your portal, clicking on the green RENEW button on the Home Page. This will take you through to the online payment page and once you pay, the service is renewed instantly.
Sales can process payments over the phone if you cannot use your portal. You can call them on 020 7566 3939, option 1.
You can email in and we can raise an invoice for you, which is sent to your email address and you can pay directly via the link but clicking on PAY NOW.
You can pay via BACS by following the instructions sent in an email, however, please note that the BACS payments may take up to 5 working days to show in our accounts and therefore the service renewal might be delayed.

Contact us

How to contact us!

Address

Capital Office, 124 City Road, London, EC1V 2NX

Get Directions

Telephone

+44 (0) 207 566 3939

Usual Office Hours

Monday to Friday 09.00 – 17.00 Local Time is (GMT)

Closed UK Bank Holidays (Dates)

E-mail

info@capital-office.co.uk

Good to know

Key Important Information

Company Number

06294297

ICO Number

ZA084808

AML Number

XZML00000125126

VAT Number

976201416

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Send our team a Message Now

Please contact Capital Office if you have any questions. You will find our staff extremely friendly and helpful. If you are just looking for some general advice or guidance, then do not hesitate to get in touch either! We are at your service.

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