Response from the owner - 8 months ago
We understand the need to listen to our customers, especially when they are not happy. This is why I take a lot of time to personally investigate poor customer feedback. Please find below, the results of my investigation into this matter:
On 16 April 2015, you kindly purchased our London Registered Office and Directors Service Address which are annual services and must be renewed each year should you wish to continue using our service.
On the 18 April 2016, one of our customer service representatives issued a 14 day notice email to you regarding the renewal of the address services. The email stated that if your address services were not renewed, our address displayed at Companies House will be changed to your residential address as detailed in our terms and conditions. We also provided instruction as to how you could renew the services through your account.
On 5 May 2016 we had not received any response from you to our 14 day email therefore we then issued a final 24 hour email.
On 6 May 2016 we had still not received a response from you therefore our customer service representative removed our address on display at Companies House and replaced it with your residential address.
On Friday evening (6th May 2016) at 18.45 when we were closed for the weekend, you logged into your account and purchased our Registered Office & Director’s Service Address again.
On Monday 9 May 2016 you called our office and spoke to one of our customer service representatives. You advised that you had purchased the address services again on the Friday evening, however, you were informed that due to no response to both our 14 day and 24 hour emails, both addresses had unfortunately already been changed at Companies House. You then requested a refund be made for the recent purchase of the address services, since the address had already been changed at Companies House. The refund was made in full on Monday 9th May as requested.
You will note from our Trust Pilot reviews (https://uk.trustpilot.com/review/rapidformations.co.uk) that we are the number 1 rated company formation agent in the UK, therefore we are extremely concerned when a customer is not happy with our service. We aim to provide the highest level of customer service and care and trust that the above explanation clearly clarifies the situation. Please accept our apologies for any inconvenience this has caused you.
CEO, Rapid Formations