Q: Bank Holiday Closures

<p>During these dates, our <a href="https://www.hoxtonmix.com/virtual-office-london-old-street/">mail handling</a><strong>, forwarding, and customer support services will be unavailable</strong>. Mail services will resume on the next working day following each holiday. </p> <h3 id="2025">2025</h3> <p>| Date | Day of the week | Bank holiday | | ---- | | 01-Jan | Wednesday | New Year’s Day | | 18-Apr | Friday | Good Friday | | 21-Apr | Monday | Easter Monday | | 05-May | Monday | Early May bank holiday | | 26-May | Monday | Spring bank holiday | | 25-Aug | Monday | Summer bank holiday | | 24-Dec | Wednesday | Christmas Eve | | 25-Dec | Thursday | Christmas Day | | 26-Dec | Friday | Boxing Day |</p> <h3 id="2026">2026</h3> <p>| Date | Day of the week | Bank holiday | | ---- | | 01-Jan | Thursday | New Year’s Day | | 03-Apr | Friday | Good Friday | | 06-Apr | Monday | Easter Monday | | 04-May | Monday | Early May bank holiday | | 25-May | Monday | Spring bank holiday | | 31-Aug | Monday | Summer bank holiday | | 24-Dec | Thursday | Christmas Eve | | 25-Dec | Friday | Christmas Day | | 28-Dec | Monday | Boxing Day (substitute) |</p>

Q: Customer Portal Demo

<p>${frame}<a href="https://app.supademo.com/showcase/cmbrtzben02ml1q0iqll8zeff?embed=true">Customer Portal Demo</a></p>

Question 1

Bank Holiday Closures

Accepted Answer

During these dates, our mail handling, forwarding, and customer support services will be unavailable. Mail services will resume on the next working day following each holiday.

2025

| Date | Day of the week | Bank holiday | | ---- | | 01-Jan | Wednesday | New Year’s Day | | 18-Apr | Friday | Good Friday | | 21-Apr | Monday | Easter Monday | | 05-May | Monday | Early May bank holiday | | 26-May | Monday | Spring bank holiday | | 25-Aug | Monday | Summer bank holiday | | 24-Dec | Wednesday | Christmas Eve | | 25-Dec | Thursday | Christmas Day | | 26-Dec | Friday | Boxing Day |

2026

| Date | Day of the week | Bank holiday | | ---- | | 01-Jan | Thursday | New Year’s Day | | 03-Apr | Friday | Good Friday | | 06-Apr | Monday | Easter Monday | | 04-May | Monday | Early May bank holiday | | 25-May | Monday | Spring bank holiday | | 31-Aug | Monday | Summer bank holiday | | 24-Dec | Thursday | Christmas Eve | | 25-Dec | Friday | Christmas Day | | 28-Dec | Monday | Boxing Day (substitute) |

Question 2

How to Change Your Mailing Address

Accepted Answer

If you’re moving or need to change the address where you receive forwarded mail, you can update your forwarding address easily through our customer portal. This allows us to ensure your mail is sent to the correct location without disruptions. Remember, your forwarding address must be a residential address, not another virtual office. Follow the instructions below to update your mailing address and continue receiving mail smoothly.

Login to Your Account:

Visit the Hoxton Mix Customer Portal.
Enter your registered email address.

Verify Your Identity:

If your email is associated with a valid account, you’ll receive a magic link in your inbox.
Click the link to access your dashboard.

Navigate to Account and Billing:

Once logged in, select Account & Billing from the left-hand menu.

Manage Account Information:

Under Account Information, click Manage.

Update Your Mailing Address:

Scroll down to Mail Settings.
Enter your new forwarding address in the provided fields (Address Line 1, Address Line 2, City, Country, Postcode).
Important: Ensure this forwarding address is a residential address, not another virtual office.

Save Changes:

Click Update to save your new forwarding address.

Question 3

How to Change Your Email Address

Accepted Answer

If you ever need to update the email address associated with your account, whether you've changed your primary email or just want to receive notifications at a different address—you can easily make this change through our customer portal. Logging into the portal lets you fully manage your account settings, including your contact information. Follow the steps below to update your email address quickly and keep your account up to date.

Login to Your Account:

Visit the Hoxton Mix Customer Portal.
Enter your registered email address.

Verify Your Identity:

If your email is associated with a valid account, you’ll receive a magic link in your inbox.
Click the link to access your dashboard.

Navigate to Account and Billing:

Once logged in, select Account & Billing from the left-hand menu.

Manage Account Information:

Under Account Information, click Manage.

Update Your Email Address:

In the Account Email Address section, enter your new email address.
Click Update to save your changes.

Question 4

Customer Portal Demo

Accepted Answer

${frame}Customer Portal Demo

Question 5

Proof of Identity (Photo ID)

Accepted Answer

As part of our Customer Due Diligence (CDD) obligations under UK law, we must verify the identity of every individual who is a Person of Significant Control (PSC) or Ultimate Beneficial Owner (UBO) of a company using our services.

We may also verify the identity of authorised representatives or directors where required by our risk assessment.

All identity verification is carried out securely through Veriff, our trusted verification platform.

You’ll be guided to upload a valid identity document and complete a short liveness check using your device camera.

Accepted Photo ID Documents

Your identity document must be valid, clearly visible, and issued by a government authority.
Veriff automatically checks the document’s authenticity and performs biometric verification.

| ✅ Accepted Documents | Requirements | | ---- | | Passport | Must show your full name, date of birth, nationality, and photograph clearly. | | Driving Licence (Photocard) | Must be valid and clearly display your full name, photo, and issue date. | | National Identity Card | Must include a photograph and be issued by a national authority. | | Residence Permit / Biometric Residence Card | Must be current and issued by the Home Office or equivalent government body. |

💡 Tip: Make sure your document is clean, undamaged, and captured in full. Blurry or cropped images will delay verification.

Not Accepted

| ❌ Not Accepted Documents | Reason | | ---- | |

Question 6

Why We Collect This Information

Accepted Answer

The Hoxton Mix is a Trust or Company Service Provider (TCSP) regulated by HM Revenue & Customs (HMRC) under the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017, as amended.

We are legally required to perform Customer Due Diligence (CDD) checks on all customers before providing address, company, or related business services.

These checks help us to:

| ⚖️ Purpose | Description | | ---- | | Prevent Money Laundering and Terrorist Financing | Ensure our services are not used to disguise the origin of funds or facilitate illicit activity. | | Verify Customer Identity | Confirm the true identity of individuals and companies using our services. | | Protect Against Fraud and Identity Theft | Reduce the risk of impersonation or misuse of business addresses. | | Meet UK and International Regulations | Maintain compliance with HMRC, FATF, and UK Government AML requirements. |

🛡️ These obligations apply to every company and individual using our registered office or business address services.

Who We Must Identify and Verify

In line with HMRC’s TCSP guidance:

| Category | What We Obtain | When We Verify | | ---- | | Directors / Senior Managers | A full list of names, roles, and company details. | We verify ID only if the individual is also a Person of Significant Control (PSC), an Ultimate Beneficial Owner (UBO), an authorised representative, or our risk assessment r

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