Renewed address service late, address not updated on Companies House

BACKGROUND Our Customer Retention Team contacts customers who are on the ‘Critical List’ or using our address without permission/renewing the service. If we do not hear from the customer, the team changes their address to their residential address. PROCESS Determine if the customer purchased through the portal or from the website directly (manual). Manual orders will be made by Anne or Dannielle on the order details If through the portal: Explain that if we have filed to change the address away from ours previously, the action of renewing a service will not update the address automatically. Explain that it is the responsibility of directors to update the company address If customer is irate, offer to update the address. If a Manual order: Explain that we do not update the address at Companies House as part of a manual order. This is part of the template sent by the Dispatch Team after purchase: ‘Please note that as we do not have the full details for your company, we are not able to update Companies House with the new details for your Registered Office and Service Address services and would advise that you update Companies House as soon as possible with the new address details’ Explain that it is the responsibility of directors to update the company address. If customer is irate, offer to update the address.