If you are using our scan and email service and are unable to locate the PDF document in the 'My Mail' section of your online portal, this means that your item of mail has been posted instead. The name and description of the item will indicate that it is a letter that has been sent via traditional mail, rather than being scanned and emailed.

We are occasionally required to send physical mail due to the presence of non-scannable items. In the case of Registered Office mail, this usually includes a cheque from HMRC. For Business Address mail, it typically involves a bank card.