SST Mailroom FAQ

It is really important that we give clients accurate information regarding the mailroom when they contact us. If the wrong information is provided it can often lead to unrealistic expectations or the client blaming us for things outside our control. If you are in doubt, please don’t hesitate to let the Mail Team know and they can help you out. Business Banking When clients are ordering cards to this address, we should be advising them to include their company name on the delivery address. We cannot guarantee mail will be forwarded if the address only contains the name. (If someone can get screenshots of the application process for a card, then we can show clients where to put their company name in each case) When a company such as Wise advises a ‘Delivered on’ date, please do not take this as a fact. Unless an item of mail is sent tracked, there is no way to confirm if it has arrived on a certain date. It is common for mail to take longer to arrive. Mail Delivery Time from Government Sources Government bodies use second class mail to deliver post. It is not uncommon for mail to take up to 1-2 weeks to arrive. For example, if a client orders a new Auth code. We should emphasise that mail is scanned within 24 hours of arriving at our offices. Mail being Forwarded Internationally For international clients outside of Europe, it can often take up to 8 weeks for Royal Mail International to deliver post. For example, items to Pakistan will usually take this time. We should be encouraging these clients to take the digital business address and advising we can send mail tracked where appropriate e.g., cards. We should also be advising these clients to make sure their address is accurate. Many international postal systems require the address to include the clients name and mobile number. We should be asking clients if they wish to include this. It should also be emphasised that mail is not automatically sent tracked, this must be requested in advance. Receiving Mail in your Name or Company Name Similar to the banking cards, if clients are enquiring about mail not being received, we should be asking them to make sure the company name is included on the address. For example, if mail is being sent for John Smith, there is no way for us to know what John Smith this is for, and the mail will need to be returned. Services Becoming Active/Mail Released/Minus Funds If we are holding mail for a client who does not have the correct service, upon purchasing that service, please do not tell the client that the mail will be scanned immediately or on the same day. Please remember that there may be additional KYC steps to pass. In the best scenario, the mail will be scanned the following working day, as it takes a day for the system to update. Similarly, if a client settles a negative balance, due to the nature of the system mail will not be delivered till the following day.