Refund argumentation

  REFUND REASON ARGUMENTATION Compliance-related   Customer no longer wishes to form a company with us due to ID being required 90% of the way through the process by filling in company details; other company formation agents also will ask for ID so they will slow the process down – HMRC regs mandatory Customer cannot provide ID due to lack of proof of ID/address documentation Ask which country – see if any staff can translate docs if in another language (e.g. Arabic, French etc.) Customer finds Credas hard to use Can provide certified proof of ID and address instead Incorporation-related   Customer no longer wishes to form a company with us due to no longer requiring the company at present Ascertain exact circumstances – may be ready in future so reserve a company name now to protect name Customer has purchased package with address services – wishes to purchase a package without address services Privacy, prestigious address, scan and email, residential address will be permanently displayed on Filing history at CH -> cannot be removed retrospectively for Reg Off – £55 to remove for SA Customer wishes to purchase a different package (both of high value) Try to walk the customer through the second order whilst on the phone – to ensure we ‘capture’ the customer’s money Customer wishes to remain a sole trader Limited company – reduces risk of debt impacting personal life/finances, more prestigious (size = trust) and many companies would not want to deal with a sole trader Multiple Share Class Package – customer unhappy at £90.00 upgrade fee for bespoke Article drafting by CoSec Cheapest upgrade price in industry; time consuming and complex task, customer will not find it cheaper elsewhere and accountants/solicitors will charge far more Registered Office/Service Address service renewal   Customer is using their accountant’s address Accountants unlikely to offer professional mail forwarding service with same day scan and email; accountant may charge more and hidden in costs – prestigious Covent Garden address Company is planning to dissolve Upsell Company Dissolution Service – explain issues if dissolution isn’t voluntary – reputational damage, disqualification of a director, residential address may be put on public record etc. Customer will put their own address on CH public register Privacy issue – residential address cannot be removed from RO apart from court order – £55 to remove for SA – permanently on filing history and director will be linked to other companies they are/were appointed to on CH Customer just wants refund but no plan re: new address Privacy issue – residential address cannot be removed apart from court order – permanently on filing history and director will be linked to other companies they are/were appointed to on CH Too expensive Prestigious address (Covent Garden) – many competitors do not offer scan and email same day – Offer 20% reduction in price     Business Address    Customer doesn’t use the service Introduce new Digital Business Address Service – good for marketing purposes (prestigious ‘trading address’) – can be provided to customers – useful if spike in use occurs for company – save time and money Customer is using a competitor Ask for price they are paying – ask if they offer Digital Business Address (scan and email same day) – offer 20% reduction in price Customer hasn’t received some of the mail Apologise – introduce new Digital Business Address Service – no more mail going astray Customer isn’t happy with delivery times (non-UK citizen) Introduce new Digital Business Address Service – save time and money – same day delivery Too expensive (cost of package) Introduce new Digital Business Address Service – prestigious address hence higher cost – price match – offer 20% reduction in price Too expensive (cost of mail forwarding each item) Introduce new Digital Business Address Service – 50p per item is much cheaper than current cost of mail forwarding for customer     Confirmation Statement Service   Filing it themselves Risk of getting it wrong – we are experts – don’t have to waste time researching how to do it – risk of forgetting to do it which can lead to compulsory strike off of company (v. damaging reputationally) – only £21 more expensive than customer doing it themselves Planning to close company down Upsell Company Dissolution Service – explain issues if dissolution isn’t voluntary – reputational damage, disqualification of a director, prosecution in some instances (criminal offence) Accountant files it for customer Accountants are not experts in Confirmation Statements – rarely do them – we are specialists – specialised product – will be charged more by Accountants – possibly hidden in hourly billed rates – our experience shows accountants get these wrong a lot Doesn’t need it – no reason given explain what Confirmation Statement is – ramifications of not filing one (compulsory strike off – reputational damage, prosecution etc.) – upsell dissolution service is company no longer required Too expensive Ask whether doing it themselves or accountant – see above for argumentation for filing it themselves or using an accountant     Dormant Company Accounts Service   Using accountant Accountants are not experts in Dormant Company Accounts – rarely do them – we are specialists and file hundreds of these per week – specialised product – will be charged more by Accountants – possibly hidden in hourly billed rates – we will file this faster than accountants Doesn’t need to do it just now Ongoing service – we will alert you prior to due date to ensure you file promptly and do not receive a fine Doing it myself Do not waste time researching this – risk of getting it wrong – we are experts – risk of forgetting to do it which can lead to compulsory strike off and fines     Other   Complaint: Human error Decide if meritorious – inform James Dobran (Service Improvement Manager) if meritorious Customer wanted specific bank referral Section 9.d of our terms and conditions states “All business bank accounts are subject to the applicants’ status; therefore we cannot guarantee that an account will be provided.” – banks referrals are specifically selected based on your company’s business activity – this is also stated on banking partner page