W1 Virtual Office Avis 31

Réponse de W1 Virtual Office

4 déc. 2025

Thank you for this lovely review, Zaki.

W1 Staff

Réponse de W1 Virtual Office

4 déc. 2025

Thank you so much, Sonia. We are so happy that you would recommend us.

W1 Staff

Réponse de W1 Virtual Office

4 déc. 2025

We are so grateful for your support over the last year, Marki. We are also glad you are happy with the service provided. Thank you for this lovely review.

W1 Staff

Réponse de W1 Virtual Office

4 déc. 2025

Thank you so much for this lovely review, Katie. We look forward to working with you again.

W1 Staff

Réponse de W1 Virtual Office

4 déc. 2025

Thank you so much for this, we are glad you have had a positive experience with us.

W1 Staff

Réponse de W1 Virtual Office

4 déc. 2025

Thank you so much for the 5 star review, Harrison! We are so glad you are happy with our customer service.

W1 Staff

Réponse de W1 Virtual Office

4 déc. 2025

Thank you so much for your lovely review, Adham! We will pass on your kind words to Mark.

W1 Staff

Réponse de W1 Virtual Office

4 déc. 2025

Thank you so much for your lovely review, Shereen! We are so glad you are happy with the service.

W1 Staff

Réponse de W1 Virtual Office

2 déc. 2025

Thank you for taking the time to write a review. As we were unable to locate your name in any of our systems, we asked Trustpilot to request a telephone number, email address or company name from you. You declined to provide any details, which naturally limits our ability to verify your account of events.

Given your refusal to share even the most basic information, we can only assume your displeasure stems from the fact that we declined to provide services to you. Like all reputable virtual office providers, we are supervised by HMRC for Anti-Money Laundering and are registered with Westminster City Council Trading Standards. This means we are legally required to conduct thorough KYC, risk based and reputational checks on all companies and individuals wishing to use our address. On this occasion, a compliance decision was made not to onboard your seven companies.

For clarity, at no point did you visit our website to purchase any of our subscription packages. No order was ever placed, no payment was made, and therefore no service could have been delayed or disrupted by us, contrary to the implication in your review.

As your review does not reflect the actual sequence of events, it may help readers if we provide the accurate timeline.

Your first enquiry was submitted at 14:20 on 22 October 2025 via our website. We responded the same day at 15:14, our email appears to have gone to your junk folder, which is unfortunately outside our control.

You then emailed our info@ address on 27 October 2025, and again we replied the same day at 15:56, stating that we were unable to offer you a virtual office service.

On the same date, you sent three WhatsApp messages at 15:19, 15:19 and 15:20. We responded at 15:55, once again confirming that we could not provide you with a service. We were, and remain, unable to disclose the reasons for the compliance decision.

You have also stated that you “went to a competitor.” However, Companies House records show that none of your registered office addresses have changed since April 2024. Readers may draw their own conclusions from that.

We appreciate that being declined can be disappointing, but accuracy is important, particularly when publishing statements publicly.

We believe honesty is key when leaving reviews, and we trust that future comments will reflect the facts rather than frustration.

Nonetheless, we wish you well for the future.

Réponse de W1 Virtual Office

1 oct. 2021

We have only recently been alerted to your review, hence this delayed response. Unfortunately you have not recounted the facts accurately, which I shall now endeavour to do in order to provide readers with some context.

You made the point that our offices were only manned part-time. Whilst this was correct at the time you posted the review, you did not mention that we were subject to a series of national Covid-19 lockdowns which severely restricted our day-to-day operation. We did however continue to offer our services to the satisfaction of all of our other clients throughout each lockdown. Your complaint was in fact the only one.

The reasons we terminated your service were numerous:

Your stated residential address was incorrect and it transpired it was a former address. Not only was it a former address, it was also another virtual office address, and certainly not a residential address as had been requested by us.

You subsequently claimed to be living in Spain, but were wanting to attend our London offices several times each week to collect your mail which contradicted your claim to be living overseas. This followed your previous claim that you were living at a UK address which in fact you had never resided at because it was commercial and ‘virtual’.

We were concerned at the nature of the deliveries being sent to our address which the Government and the banks describe as “high risk”. In view of your reluctance to provide your true address, former or present, we considered that the overall risk was too great.

We repeatedly advised you in writing and in person that the information you were providing to us was not compliant with the prevailing Know Your Client (KYC) legislation. Your attempts to circumvent the KYC rules caused sufficient concern for us to deem the service agreement breached and untenable.

When we terminated the service, we offered a pro rata refund for the time that you had paid for in advance. You demanded a larger refund than you were entitled to and threatened to post a negative review unless we acceded to your demand. We issued the correct pro rata refund and we allowed you two weeks to change your address, but you proceeded to post a negative review. You also continued to use our address without permission or payment beyond the two weeks following termination.