There are a number of reasons for mail being held:

• The most common reason is that you have received an item of mail that is not covered by your services. For example, if you have received an item of general business correspondence, but don't have our Business Address Service. You will need to purchase this service for mail of this type to be forwarded to you.
• If you owe us money for previous mail forwarding charges or services, then outstanding payments will need to be cleared off before we can forward mail to you.
• If we have had your mail returned to us, because you have provided an incorrect address, then your mail will be held. We will always contact you to ascertain the correct address, so this can be updated.
• If you have not passed our ID checks, then your mail will be held until the required documentation has been provided. You will have been contacted by our ID team, so please look out for an email regarding this.
• If there is no payment card on file, we may hold your mail if it is chargeable.