It is useful if you think about what you would like to happen to resolve your complaint – are you seeking an apology, an investigation, compensation and/or a commitment to ensure the problem is not repeated?
The Government has stated that it is the supplier of the service being complained about who should take responsibility for giving the customer a satisfactory response. Initially, customers should contact their service provider with any concerns about their postal service. All licensed postal providers will be expected to help their customers resolve complaints.
If you remain dissatisfied, your complaint should be escalated within the supplier in accordance with its complaint handling procedures.Further to this, you may be able to go to the Independent Postal Redress Scheme. To access this service, you will need to have gone through the company’s complaint handling processes already, and have received a notice from the postal operator notifying you of your right to refer the complaint to the Independent Postal Redress Scheme. The notice is available on request or it may be issued automatically. Please note that complaints about Post Office Limited and Parcelforce are not eligible for referral to the redress scheme as they are not licensed activities.
In the first instance, customers should complain to the relevant part of the Royal Mail Group, or the relevant licensed postal provider. The following telephone numbers are answered by trained staff or, alternatively, complaints may be registered online.
- Royal Mail customer services - 08457 740 740
- Post Office Limited customer services- 08457 22 33 44
- Parcelforce Worldwide general enquiries - 08708 50 11 50
If your complaint relates to a licensed operator other than Royal Mail, you will need to visit Postcomm’s website for their contact details.Postcomm is the postal industry regulator. Please note that Postcomm does NOT investigate customer complaints.
If you remain unsatisfied after initially contacting the postal operator you should ask to escalate your complaint to a manager responsible for complaints.
If you are still dissatisfied and your complaint relates to a product or service provided by Royal Mail, you should be referred to Royal Mail’s Postal Review Panel which became operational on 26 June 2008.The Postal Review Panel will act as the final stage in Royal Mail’s complaint handling process. The panel, which is separate from Royal Mail’s customer services, will consider each case objectively on its own merits. From 1 October 2008, if your complaint cannot be resolved to your satisfaction, the panel will issue a deadlock letter that will allow you to ask the Independent Postal Redress Scheme to investigate your case. If you do not feel your complaint is being properly and promptly dealt with you should request the deadlock letter is sent to you.
Royal Mail’s Postal Review Panel can be contacted either by:
email at
postalreview@royalmail.com or by letter at FREEPOST Postal Review Panel.
Other licensed operators will have their own escalation processes.
The Independent Postal Redress Scheme will only investigate complaints about products and services provided by postal providers under their operating licence issued by Postcomm. Decisions reached by the Independent Postal Redress Scheme will be binding on the postal provider but not the customer.