Lack of communication. As an Auditor, when my clients ask questions, I give them the full breakdown of what is needed, by when and in what format. In this case I got a little info after each call, and... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Delighted to have found Ghost Mail as a business address service and mail forwarding for my limited mail as a Sole Trader. Suits me well to have a physical address instead of a PO Box. Staff were very... See more
Able to speak with someone on the phone regards process etc which was brilliant and a link was sent fairly quickly to input information.Its taken about a week for the process to be nearly completed j... See more
I had have received the most fantastic service from Ghostmail.co.uk .. I fully recommend them. I used their directors personal verification service and could not be happier with how smooth the process... See more
Company details
Written by the company
Welcome to Ghost Mail Ltd – Low-Cost Mail Forwarding & Secure Address Services. Ghost mail is a leading provider of Registered Office and Mail Forwarding Services with over 50,000 clients served to date. Ghost Mail Ltd provides professional personal and business mail address services, private mailboxes, and reliable mail handling solutions to tens of thousands of clients worldwide. Our services are designed for busy individuals, entrepreneurs, and businesses who need a discreet, confidential mailing address or practical support with post and small parcel handling—whether you are based in the UK or living overseas. In addition to personal mail services, we offer a full range of UK business address solutions, including: • Registered Office services. • Director’s Service Addresses. • Business Mail Addresses. • Mail scanning & email delivery. • Worldwide mail and small-parcel forwarding. Our services are affordable and transparent, with prices starting from just £19 per year. If you have any questions or would like help choosing the right service, our team is happy to help. 📞 Call us on 01544 599385. Important information for prospective clients: We encourage all customers to review the service description and Terms & Conditions carefully before purchasing. Some of our services are regulated business compliance services and are therefore non-refundable, while eligible personal services may include a 14-day cooling-off period if unused, in line with UK consumer law. Understanding this distinction helps ensure the service selected is the right fit for your needs. We pride ourselves on transparency, compliance, and long-term customer relationships, and we are always happy to clarify any aspect of our services before or after purchase.
Contact info
61 Bridge Street, HR5 3DJ, Kington, United Kingdom
- 01544 599385
- customerservice@ghostmail.co.uk
- ghostmail.co.uk
3.4
Average
595 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
very unresponsive to questions
very unresponsive to questions via email
They don't provide you with the correct information and they dont tend to answer their phones
its tough to work with them
1 March 2026
Reply from Ghost Mail Ltd
We are genuinely surprised to read this review.
You have been a client of ours for approximately two years and during that time we have successfully forwarded a number of items to you without issue. After reviewing our records and email correspondence, we have not been able to identify any previous queries or concerns raised with us regarding the service.
We always encourage clients to contact us by email for any account-related queries, as this allows us to investigate and respond properly. While we do of course operate phone lines, these can occasionally be busy as we currently handle mail services for more than 40,000 clients. Email therefore remains the most reliable way for us to assist quickly and accurately.
That said, we are always happy to resolve any concerns. If you would like to contact us directly, please email our team and we will be very pleased to review the matter with you and help in any way we can.
We are also currently in the process of opening a new, much larger head office facility in Kington, which will allow us to add several additional phone lines. This expansion should be operational within the next few weeks and will further improve our customer support capacity.
Kind regards,
John Hewitt
Operations Director
Ghost Mail Ltd
Directors verification
Completed a Directors verification had assumed this would be an automatic process. When i tried to telephone one of the numbers It said could not connect me at this time. I then rang second number the person answering gave no name and didnt reall have any idea wher it was in the ptocess and just said wait another couple of days. This gives me no confidence in the company
2 March 2026
Reply from Ghost Mail Ltd
Thank you for your feedback.
We’re sorry to hear that your experience didn’t meet expectations, and we appreciate you taking the time to highlight this.
For clarity, director verification is not an automated process and requires certain information to be provided before we can proceed. In this case, there was a short delay as the name of the individual to be verified was not included in the original order details. As soon as this was received, the verification was completed the following working day — well within our stated 3–4 working day timeframe.
Regarding your call to our team, we’re sorry if the response you received felt unclear. We will review this internally to ensure clearer communication is provided in future.
We’re pleased the process was completed promptly once all required information was available, and if there’s anything further you need, we’re always happy to assist.
Kind regards,
Ghost Mail Customer Support
Lack of communication
Lack of communication. As an Auditor, when my clients ask questions, I give them the full breakdown of what is needed, by when and in what format. In this case I got a little info after each call, and the most concerning part is that I initiated the process well in advance with the intent that the confirmation statement would be completed before 18 February, however as mentioned, since the communications were seriously lacking, I'm way overdue with the confirmation statement submission.
2 March 2026
Reply from Ghost Mail Ltd
Reply from Ghost Mail Ltd
Thank you for your review.
For clarity, the Confirmation Statement in this case cannot be submitted because the required Companies House personal authentication code (Personal Code) has not been obtained and provided to us.
Since November 18th 2025, Companies House has required all directors to obtain and use their Personal Code in order for certain filings — including Confirmation Statements — to be submitted.
Companies House has been issuing regular email reminders to directors regarding this requirement, and the status is also clearly shown on the company’s public listing at Companies House.
Without the Personal Code, we are legally unable to submit the filing and it would not be accepted by Companies House.
We appreciate that deadlines are important. However, where a statutory filing depends on action required directly by a director, progress inevitably depends on that step being completed.
We are always happy to provide clear guidance and assistance, and once the required code is supplied, the submission can be processed promptly.
Ghost Mail Ltd
Good Service
2 March 2026
Very long reply time
Very long reply time. Do not recommend this service, it is not professional at all. I was asked to share my photo ID again via email. I did so on the same day, but it took more than a month to receive any feedback. I received their confirmation only after 3 emails were sent to them requesting confirmation. When I asked them when they would scan me the first received mail, in their answer they didn't say anything just blamed me for not providing the ID in time. Rubbish.
23 February 2026
Unprompted review
Reply from Ghost Mail Ltd
Reply from Ghost Mail Ltd
We are sorry that you feel dissatisfied; however, your review omits some important context.
On 17 December we contacted you because the ID document submitted could not be fully seen and therefore did not meet our regulatory requirements. As a regulated mail-handling provider, we are required to obtain clear and compliant identification before we can release, forward or scan any mail. This is not discretionary — it is a legal obligation.
Until compliant ID is approved, mail cannot be processed. Our notification at the time clearly stated that mail would be held for two weeks pending valid ID. Where ID is not approved within that period, items are returned in accordance with our Terms & Conditions.
Your ID was not successfully approved until mid-January. By that stage, the standard holding period had elapsed.
We do not “blame” clients — we simply apply the same compliance rules to everyone. These requirements exist to protect both our business and our customers.
We take response times seriously and continually review our processes, but compliance requirements cannot be bypassed.
Ghost Mail Ltd
Refund Refused for Unused Service
I purchased a service (Order No: GM037870) for £22.80.
The service was never activated and was never used in any way.
Despite this, my refund request was refused.Dear John,
Thank you for your response.
However, I respectfully disagree with your explanation. The service related to Order GM037870 was never actually used by me in any practical way. I never registered the address with Companies House, never used the address publicly, and no mail handling or operational activity took place.
My request was simply for a fair resolution for a service that remained completely unused. Before leaving this review, I made several attempts to resolve the matter directly with your company and also contacted my bank.
Unfortunately, my refund request was rejected each time without considering the circumstances.
Because of this, I have now submitted the case to the UK International Consumer Centre, including full documentation such as email correspondence and payment proof.
I still remain open to resolving this matter amicably.
Kind regards
Ejder Turan
Dear John,
Thank you for your detailed response.
However, I believe there is still a fundamental issue that has not been fairly considered.
While you state that the service becomes active internally once ordered, from the customer’s perspective no service was actually used, implemented, or benefited from. The address was never registered, never published, and never used for any company activity.
My request has always been simple and reasonable: a refund for a service that remained unused.
I have tried for several months to resolve this directly with your company in a respectful and professional manner. Unfortunately, the responses received have only repeated internal policy without considering the circumstances of the case.
For transparency, I have now begun documenting this situation on public review platforms and consumer complaint channels.
Please understand that this situation concerns a very small amount (£22.80), yet it has required an excessive amount of time and effort to resolve.
A goodwill refund would close this matter immediately and reflect positively on your company.
I remain open to resolving this amicably.
Kind regards
Ejder Turan
GM037870
20 October 2025
Unprompted review
Reply from Ghost Mail Ltd
Dear Ejder,
Thank you for your further comment.
We appreciate you taking the time to respond, however the position remains unchanged and we would like to clarify this again for the benefit of readers.
The service purchased under Order No. GM037870 was a Registered Office Service, which is a business-to-business contractual service. It is not a usage-based or pay-per-mail product.
The service becomes active immediately upon order because:
> The address is allocated and reserved exclusively.
> Internal compliance and AML checks are undertaken.
> The account is created and logged within our systems.
> We assume regulatory responsibilities as a registered office provider from the point of acceptance.
Whether the address is subsequently filed at Companies House or used publicly does not determine activation. The contractual obligation begins when the order is accepted and processed.
You state the service was “never activated”, however activation does not depend on public use — it depends on allocation and acceptance, which occurred at the time of purchase.
As clearly stated in our Terms & Conditions prior to checkout, registered office services are supplied on a business-to-business basis and are non-refundable once processed. Statutory consumer cooling-off rights do not apply to business services.
We also note your reference to the UK International Consumer Centre. As this was a business service intended for the registration of a company, it falls outside consumer retail protections. Nonetheless, we will of course cooperate fully with any legitimate enquiry and provide full documentation if requested.
We always aim to be fair and transparent, and our pricing and refund policies are clearly published. While we understand that plans can change, the contract was for the reservation and provision of a regulated address for one year, not for physical mail usage.
If you would still like to discuss the matter directly, we remain open to professional correspondence.
Kind regards,
John Hewitt
Operations Director
Ghost Mail Ltd
Great service received!
I had have received the most fantastic service from Ghostmail.co.uk .. I fully recommend them. I used their directors personal verification service and could not be happier with how smooth the process was.
5 February 2026
Unprompted review
Able to speak with someone on the phone…
Able to speak with someone on the phone regards process etc which was brilliant and a link was sent fairly quickly to input information.Its taken about a week for the process to be nearly completed just waiting on code to submit and I’m hoping that will be tomorrow .
The cost of the process a bit pricey but as I failed the free option with one login there is no choice which is a bit rubbish.
3 February 2026
Positive so far…
Good communication on the phone and helpful range of products online, this is the first time using their services so hope they deliver!
2 February 2026
A trustworthy, efficient mail management service
I used Ghost Mail during the several years I was abroad. They managed my mail extremely efficiently, are competitively priced and have excellent customer service which handled any queries I had, in a timely courteous manner. A trustworthy company!
9 January 2026
Unprompted review
Very easy to setup for a LTD start up
2 February 2026
Looks cheap at first – becomes expensive very quickly. VERY DISAPPOINTING.
I signed up because I only needed a simple registered office address for my limited company. The advertised price of £26.40 makes it look like an affordable and straightforward solution.
That impression is misleading.
After paying £26.40 for the registered office, I was required to pay a further £77.75, which included:
• £22.00 – Director’s Service Address
• £33.00 – Business Low User Mailing Address & Forwarding Service
• £6.30 – Postage
• £0.99 – Packaging
• £2.50 – Mail Handling Fee
• VAT bringing the total to £77.75
Despite paying for a registered address, a director’s service address, and a “Low User Mailing Address & Forwarding Service”, I was then informed that:
• Every individual scan costs approximately £4
• Mail forwarding costs approximately £11.75 per item
• Handling fees apply per item
• Services are not carried out unless funds are constantly topped up
In practice, this means you pay multiple annual fees and are still charged separately for every single piece of mail received.
The pricing structure appears designed to look inexpensive at the outset, but once your company is registered and operational, additional compulsory charges significantly increase the real cost.
I only wanted a basic company address. Instead, I found myself repeatedly asked to pay more.
I am reviewing the terms and considering escalation to UK Trading Standards regarding pricing transparency.
If you are a small business owner looking for a simple, low-cost registered address, be extremely careful and calculate the full ongoing costs before signing up.
5 February 2026
Unprompted review
Reply from Ghost Mail Ltd
We are sorry to read that you feel disappointed, as we aim to be transparent about how our services are structured.
The £26.40 fee referenced relates solely to the Registered Office Service. This service allows a company to use our address for Companies House purposes and includes scanning and emailing of statutory mail from HMRC and Companies House (provided the account is in good standing).
A Director’s Service Address is a separate legal requirement where a director chooses to use our address as their public correspondence address. This is clearly stated in both our website description and the welcome email.
A Business Mail / Low User Service is only required if non-statutory business mail (for example, banks, suppliers, customers etc.) is to be received and forwarded. This is also clearly explained prior to purchase. Forwarding and scanning fees apply because we operate a pay-per-use model rather than inflating annual fees to cover mail that many clients never receive.
Nothing is sent, scanned or forwarded without prior notification and cost confirmation. Clients are always free to choose:
• Collection
• Scanning
• Postal forwarding
• Return to sender
• Disposal
Many of our clients receive little or no business mail and therefore keep their costs extremely low. Others who receive more mail may prefer one of our higher-tier packages which offers different economics.
We do not hide charges. All fees — including handling and postage — are published on our website and explained in our pre-purchase correspondence and welcome emails.
We are proud to support thousands of small businesses and remain among the most competitively priced providers in the UK when like-for-like services are compared.
If you would like us to review your specific account again, we are very happy to do so.
Kind regards,
Ghost Mail Customer Service
Identity Verification Issue and Refund Request Ignored
I purchased a UK company address service from GhostMail.
However, after completing the payment, I encountered a mandatory identity verification requirement that made it impossible for me to use the service.
The main issues are as follows:
GhostMail accepts only passports for identity verification for Turkish citizens.
I do not currently have a passport, therefore I am unable to complete the verification process.
This critical requirement was not clearly or transparently stated before the purchase.
As a result, I paid for a service that I cannot use at all.
In order to resolve this situation:
I contacted GhostMail multiple times via email
I requested support and asked for a refund
No response was provided at all
There was no technical assistance, no clarification, and no reply regarding the refund request.
I find this approach unprofessional, non-transparent, and harmful to customers.
For these reasons:
I consider GhostMail a company that causes customer grievances
I do not recommend their services
I will be contacting my bank to initiate a chargeback for this transaction
Due to unclear verification requirements and completely unanswered support requests, this has been a very negative experience for me.
9 January 2026
Unprompted review
Reply from Ghost Mail Ltd
Thank you for taking the time to leave a review on TrustPilot.
We are sorry to hear that you feel dissatisfied and would like to clarify several important points for accuracy and transparency.
Ghost Mail does not require Turkish citizens to hold a passport in order to complete identity verification. We can and do successfully verify Turkish nationals using a Turkish national ID card, together with supporting documentation (such as proof of address), provided it meets UK Companies House and AML compliance standards.
This is clearly outlined within our verification process, and thousands of overseas clients complete verification successfully each year using non-passport documents.
All of our address and verification services are regulated compliance services, not discretionary consumer products.
As stated clearly in our service description and Terms & Conditions you agreed to prior to purchase, registered office fees are non-refundable, as the service and compliance checks are initiated immediately and incur third-party compliance costs. This policy exists to meet UK legal and anti-fraud obligations and is standard across the industry.
We also take issue with the claim that no response was provided. Our support team responds to all verification-related enquiries in the order received, and in many cases delays are caused by incomplete or non-compliant documentation, rather than a refusal or lack of assistance. We remain available to help any client complete verification correctly.
Chargebacks do not change the legal or contractual position and are disputed where services have been delivered in line with the published terms.
If you still wish to proceed with verification using a Turkish ID card, or would like clarification on acceptable documents, we invite you to contact us directly via our official support channel support@ghostmail.co.uk so we can assist further.
—
Ghost Mail Ltd
UK Registered Office & Compliance Services
Poor business ethics, be careful!
I, an Individual, literally paid for a ONE YEAR business address to register a business but changed mind like under an hour and immediately emailed to cancel! I paid £26.40 mind you for a whole year of business address service! And cancelled just under an hour, and then they refund £1.40 and claimed £25 is an administration cost? What exactly did they administer??? I cancelled literally under an Hour and didn’t even do nothing with their service! Didn’t even register the business not to talk of using it! The address is public so it’s not like a digital product that gets exposed after purchased! I cannot even use it because what about my posts?? Obviously!
And of course it costs the same to “create an account”, etc as to give a whole one year address service, what a pricing! Which makes me wonder, are they doing that whole one year address service for free? Since it costs about the same to cancel within an hour and not use the service as to use it for a whole year. Hmm! Very poor business ethics from this business! Imagine “refunding” £1.40 out of £26.40 and calling it a refund? What a joke, you should’ve kept that actually.
PS the website was a registeredofficegroup.uk website but upon calling them they gave me ghostmail.co.uk email to correspond with.
19 January 2026
Unprompted review
Reply from Ghost Mail Ltd
Response from Ghost Mail Ltd
We strongly disagree with the characterisation of this transaction and the allegations made in this review.
This was a business-to-business (B2B) purchase of a UK Registered Office service, made explicitly for the purpose of registering a company. As clearly stated at checkout and in our Terms & Conditions (which were accepted at the point of purchase), B2B services are not subject to the 14-day consumer cooling-off period and are non-refundable once provisioned.
Key facts:
The order was placed for a business address service
The service was activated immediately on purchase
Administrative and compliance actions were undertaken at once, including account creation, address allocation, audit logging, and system provisioning required of regulated address providers
The customer later changed their mind, which does not undo the contract or the work already completed
Despite being under no obligation to issue any refund at all, we exercised discretion and issued a partial refund, retaining a £25 administration fee in line with our published Terms. This fee reflects the genuine costs incurred in setting up and activating a regulated business service — not “mail handling”, but compliance, provisioning, and record-keeping.
The repeated assertion that this is “fraud”, “unjust enrichment”, or unethical is incorrect. There has been:
No misrepresentation
No hidden charges
No breach of contract
For clarity, this review is also a duplicate of a review already posted by the same individual on a related Trustpilot profile, repeating the same claims after receiving a full written explanation.
We operate transparently, in compliance with UK law, and provide address services to tens of thousands of businesses worldwide. Customers are strongly encouraged to read service descriptions and Terms & Conditions carefully before purchasing regulated B2B services.
Excellent
The service is excellent and the guys in the office are brilliant. I am very pleased :)
8 August 2025
Awful experience!
I signed up in September, at a time when I was desperate - I’d just had a death threat and needed to scrub my home address online and so didn’t do much due diligence.
Nevertheless, I was looking for a better and more professional service by December, and since 2 Jan, am fully signed up with a much better service (imo) despite having paid Ghostmail for a year’s service.
Ghostmail, thanks for your subpar service without which I might have been content to stay with you!
1. When I signed up, I googled “London Address -virtual registered office” or similar, and these guys came up. What you are not told before you pay, is that while they offer a “London Address”, it is with an E1 postcode (certainly not what I had in mind!).
2. When I paid, and was sent the address to use, 2 addresses were in the email - one in a town up North, and the other, the E1 one, with the latter costing more. When I saw this, I called them to say I thought I was paying for the ‘London’ service at the price I’d paid (7 or 8 companies!). The person I spoke to said it was ok for me to use the E1 address at the price I’d paid, and do I did.
3. Later on, I’d been made to pay for an additional service, which they’d failed to deliver, and when I asked for a refund, I was told I wasn’t owed one as our agreement was a B2B one.
4. They then said I was using their ‘London’ address, but hadn’t paid for it. When I said I’d had the conversation in ‘2’ above where I was allowed to, I was effectively called a liar and told to change the address I was using, or pay extra for the E1 address!
5. As they weren’t going to refund my money, and while they thought they were entitled to it (which they’d failed to realise they weren’t - as they did not provide the service they promised to deliver - the service I’d been made to pay for), I could have successfully sought a charge back, but simply said ‘take what you are demanding from the credit on my account’ and they did.
I would never stay with a business that called me a liar, let alone over £22 ex VAT!
More importantly, this highlighted to me that the people running GM had little business acumen, and wasn’t a business I therefore wished to hitch my wagon to. By the time we had the altercation, I had 9 companies with them, the annual profit from which would exceed the measly amount they were prepared to infer I was lying about. I immediately resolved to leave and told them so.
I’m now with Capital Offices, who give you a discount if you have more than 5 companies with them. I have an EC1V postcode (the kind of postcode I wanted in the first place!!), and so far, my experience with CO has been professional and efficient. I am delighted with where I am now.
I wouldn’t recommend GhostMail for any reason whatsoever. Also, if you are after a London postcode and the provider doesn’t tell you upfront what postcode you’ll be using, go to someone who’s proud to tell you what they offer!
28 November 2025
Reply from Ghost Mail Ltd
Response from Ghost Mail Ltd
Thank you for your feedback.
As this review has been posted anonymously, we are unable to identify the account it refers to, however several statements in the review are factually incorrect and we would like to clarify the position for the benefit of readers.
London address disclosure
All of our websites clearly display the full London address and postcode before purchase, including in the service description and page footers. We do not advertise vague or undisclosed “London” addresses — the exact location is shown in advance so customers can make an informed choice.
Why two addresses appeared
Where two addresses appear in an automated email, this reflects a registered office package combined with the option to upgrade to a London address. The two locations are different services and are priced differently, which is made clear before checkout.
Director’s address is a separate service
Using our address as a director’s service address at Companies House is a separate, chargeable compliance service. This is explained on our websites and in our terms. If a director uses our address without the service being in place, it must be added or removed to remain compliant.
No accusations were made
We do not call customers liars. Where there is a discrepancy between a verbal discussion and the account records, we simply ask for clarification so we can resolve it correctly.
Charges only relate to services used
Any charges applied relate only to services that were actually in use. Where credits exist on an account, we allow them to be applied instead of issuing additional invoices, which is what occurred here.
We understand that not every service is the right fit for every customer, and we respect the decision to move elsewhere. However, the suggestion that information was hidden, or that services were charged without being used, is not accurate.
Keeping sending invoices for closed account!
Poor customer service and keep sending invoices, so far 3 since leaving them 4 months ago. Everytime I contact them and they confirm the account is closed and that I won't receive any invoices then they do it again next month!
I really do not recommend using them at all, I have since payed double elsewhere for a more professional service.
29 December 2025
Unprompted review
Reply from Ghost Mail Ltd
Thank you for your review.
We cannot locate any active or closed account under the name “JR,” which means we currently have no way to verify or investigate the situation you describe.
Ghost Mail does not issue invoices unless one of two things is true:
our address is still being used on Companies House or for mail services, or
an account remains open with active services.
When a client asks us to close an account, we do so promptly once our address has been removed from all companies and services. If our address continues to appear on a company’s public record, we are legally required to keep the account open and compliant — and billing will continue until the address is removed.
If you believe you have been invoiced in error, please contact us directly at customerservice@ghostmail.co.uk
with:
Your company name(s)
Your Companies House number(s)
The email address used on your account
We will review this immediately and resolve it if there has been any mistake.
We are always happy to close accounts properly — but that can only be done once our address is no longer being used.
—
John Hewitt
Operations Director
Ghost Mail Limited
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.