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Take a look at the common queries below to find out how we can help.

1
Do I need to provide ID documents?
2
How long do the services take to set up?
3
Are there any setup charges?
4
How does the telephone answering service work?
5
What are the costs for forwarding my mail?
6
How do I reinstate my service that was made lost?
7
How do I cancel my service?
8
How do I change my mail forwarding address?
9
How does the mail forwarding service work?
10
How to find your LP account number

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I have another query and need further help

1

Do I need to provide ID documents?

Yes. Due to the Anti-Money Laundering Policy (AML) and Know Your Client rules, we have a legal obligation to verify identification documents for anyone using our mail forwarding services. For a list of what type of documents to provide, please look at the proof of ID and document checklist.

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2

How long do the services take to set up?

Your account will be set up as soon as you've made payment and completed the account details. Your phone or fax services will start within 48 hours, and your mail forwarding service will be activated within 24 hours (excluding bank holidays and weekends) after you submit valid proof of ID and address documents.

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3

Are they any setup charges?

There are no setup charges for our mail forwarding, phone and virtual office services.

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4

How does the telephone answering service work?

We will provide you with a unique phone number that you can use on your stationary and give to clients. We will answer your calls in your company name and take a message from your caller. You will receive the message straight away by email or SMS. You will also be able to check your messages online via your account.

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5

What are the costs for forwarding my mail?

A list of the mail forwarding charges can be found here.

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6

How do I reinstate my service that was made lost?

Please send an email (using the email address that you log in with) to cosec@madesimplegroup.com along with your company name, account number and the services you would like to reinstate. Our admin department will contact you once your services are reinstated and if any payments are required. Please note, we cannot make changes to your account over the phone.

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7

How do I cancel my service?

To cancel your mail or phone service, we require 30 days paid notice and a completed cancellation form. To cancel your service, click here.

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8

How do I change my mail forwarding address?

To change your mail forwarding address:

  1. Go to My Services (login required).
  2. Click on your LP account number.
  3. Scroll down to Preferences and click Change.
  4. Enter the new forwarding address and click Save.

It will take 1 hour for your address to update our systems.

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9

How does the mail forwarding service work?

  1. Choose the desired mail forwarding package and sign up (no deposit required)
  2. Your services are set up in 24 hours *
  3. We receive your post at our N1 address and notify you via email when it arrives
  4. Your mail is sorted and barcoded with your own unique company number
  5. Within 24 hours of receiving your mail, it is either posted, scanned, emailed or stored for you to collect

How long until I receive my mail?

  • UK addresses: between 1-3 working days - sent via Royal Mail 1st class
  • EU and non EU addresses: 3-7 working days - your mail will be delivered by your local courier or post office.

Please note: Confidential mail is handled and forwarded slightly differently.

* Your services will be activated within 24 hours (excluding bank holidays and weekends) once we receive valid proof of ID and address documents. We'll send you a confirmation email along with the address and your unique suite number.

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10

How to find your LP account number

A unique account number starting with 'LP' is assigned to you when you sign up to our services. You can find this number in My Services (login required) located in your account or from any email correspondence from us.

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More ways to get help

  • For answers to common questions, search our Knowledge Base.
  • Email our customer support team theteam@londonpresence.com, we aim to answer your query within 24 hours (excluding weekends and bank holidays).
  • Phone us on +44 (0)207 608 5510. We are available Monday - Friday 9:00am-5:30pm GMT.

Other support

FAQs

Check our frequently asked questions for quick answers.

Blog

Our blog has lots of great tips and information on all aspects of a business.

StartUp TV

Monthly webinars from MadeSimple and our partners created to provide advice on setting up and running a successful business.

Complaints

We strive for 100% customer satisfaction however in the unfortunate event you need to make a complaint, please get in touch with us.

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Job opportunities

Interested in working with us? Visit our careers page for current job openings and more information.

Our company address

Made Simple Group 
20-22 Wenlock Road  
London  
N1 7GU
United Kingdom

Company number: 04214713
Vat number: GB820956327

Terms and conditions

For further information regarding our services, read our terms and conditions.

We love hearing that you have had a great experience with us. We will always pass on personal comments to the appropriate person or department. You can send us your feedback by emailing theteam@londonpresence.com.

We look forward to hearing from you!

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