Silverstream London - Silverstream House

Very disappointing experience. I used Virtually There while working as a locum veterinary surgeon, which means I temporarily stay in hotels between placements despite having a permanent home address. Following what the company described as an internal review, my account was terminated after correspondence relating to a Parking Charge Notice (PCN), which they considered to be connected with DVLA mail. I was also informed that they could not continue providing the service because I was temporarily living in a hotel, and they refused to forward my mail to my temporary work location because it was a business address. My concern is not that the company carries out compliance reviews, but the standard of those reviews and how they are applied. In my case, the review did not appear to take into account that I have a permanent home address and only stay in hotels temporarily due to the nature of my work. I also could not find these restrictions clearly explained before signing up. I believe a fair review process should consider individual circumstances and seek clarification before terminating a customer’s account. Unfortunately, that was not my experience. Additionally to your reply to the review and the complaint handling: Disappointing outcome after complaint Following my complaint, the company explained that the decision was based on a combination of factors, including that I was temporarily staying in hotels while working away from home, that I had requested mail forwarding to the veterinary practice where I was temporarily working, and that I had received personal correspondence through my Virtual Office. What I found particularly disappointing is that I have always had a permanent residential address. My temporary hotel stays were solely because I was working around 300 miles from home. My request to forward mail to the practice where I was working was simply to ensure I could receive important correspondence while away. I was also told that receiving personal mail through the Virtual Office fell outside the intended use of the service. However, I had received personal correspondence through the same address previously without any concerns being raised, and this only became an issue during the compliance review. I appreciate that regulated businesses have compliance obligations and are entitled to review customer accounts. My concern is with the way the review was conducted and communicated. I believe the company should have discussed these concerns with me before deciding to terminate the service and clearly identified the contractual terms or policies that were said to have been breached. Unfortunately, despite submitting a formal complaint and explaining my circumstances, the decision remained unchanged. Based on my experience, I would advise anyone whose work involves travelling, temporary accommodation, or receiving both personal and business correspondence to clarify these matters with the company in writing before signing up. Thank you for your response. I appreciate that regulated businesses have compliance obligations and may review customer accounts. However, throughout the complaint process I asked for the specific clause in the Terms and Conditions that my use of the service was said to breach, and this was never identified. My circumstances were fully explained: I have a permanent residential address, I was only temporarily staying in hotels because I was working around 300 miles from home as a locum veterinary surgeon, and I requested mail forwarding to my temporary work location for practical reasons. I had also received personal correspondence through the service previously without issue. My disappointment is not that a review took place, but that my account was terminated without being shown the specific contractual provision or published policy that justified the decision. I hope this feedback encourages greater transparency for future customers.

Very disappointing experience. I used Virtually There while working as a locum veterinary surgeon, which means I temporarily stay in hotels between placements despite having a permanent home address. Following what the company described as an internal review, my account was terminated after correspondence relating to a Parking Charge Notice (PCN), which they considered to be connected with DVLA mail. I was also informed that they could not continue providing the service because I was temporarily living in a hotel, and they refused to forward my mail to my temporary work location because it was a business address. My concern is not that the company carries out compliance reviews, but the standard of those reviews and how they are applied. In my case, the review did not appear to take into account that I have a permanent home address and only stay in hotels temporarily due to the nature of my work. I also could not find these restrictions clearly explained before signing up. I believe a fair review process should consider individual circumstances and seek clarification before terminating a customer’s account. Unfortunately, that was not my experience.

Very friendly staffs

I rarely write a review, unless its exceptionally good or bad. Let me tell you why you shouldn't hire their service: 1. Unreliable booking We booked and confirmed a cleaning service 4 weeks in advance with a deposit of £200. But the confirmation message they sent contained incorrect date and time details, which already showed a lack of organisation. 2. Last-minute cancellation with no accountability We reconfirmed the appointment one day before. However, 15 minutes before the scheduled arrival, they cancelled the job, claiming they had quoted the service at a lower price. How is this considered professional? We had just moved into a new home and needed a deep clean before staying overnight, this had caused significant disruption and stress. 3. Poor communication and customer service The responses we received were dismissive. There was no genuine effort to resolve the situation or acknowledge the inconvenience caused. 4. Very concerning deposit refund process We were told the deposit would be refunded on the day they cancelled. But, there were no proactive updates, we had to chase repeatedly over multiple weeks, and we were later told the transaction had “bounced back”, yet no one informed us until we followed up ourselves.“bounced back”, yet no one informed us until we followed up ourselves. Even after providing new bank account details, the refund was still delayed and only processed after further chasing. The entire experience felt extremely unprofessional and, at times, concerning. Given the amount involved (£200), the lack of transparency and delays made it feel like a potential scam, which is unacceptable for any legitimate business. Please do consider carefully when you even try get a quote from them.

Archaic subscription cancellation system, poor service, and stalling instead of resolving issues. Appalling experience.