Consumer information
Post
FAQs
If you can’t find the answer to your question below, you can ask a question by registering in our Your post questions section.
Q. I sent a birthday card to my friend last week and it hasn’t arrived yet. How do I complain to Royal Mail?
A. You need to contact Royal Mail’s Customer Services department, either by telephone, writing or via Royal Mail’s website. Please see our How to complain section for details of these contact routes.
If you would like free and independent advice on how to make a complaint, please contact Consumer Direct. Further details are available on the How to complain page.
Q. Why has the collection time on my local postbox changed?
A. You should contact Royal Mail Customer Services on 08457 740 740, making a note of the postbox number which can be found on the bottom left hand corner of the collection plate (for example GU27 66).
If you ever find that the collection plate is missing from a postbox, make a note of the postbox location and advise Royal Mail that the plate is missing.
Q. How can I find my nearest post office?
A. You can use the Post Office’s online Branch Finder tool by entering your postcode to find your nearest post office. You can also use this tool to find the nearest post office that offers specific services, such as processing driving licences or Parcelforce Express Services. Alternatively you can phone the Post Office general enquiry line on 0845 722 3344.
Q. How do I know whether my letter is classified as a ‘large’ letter?
A. A letter is an item which is:
- Up to 240mm in length
- Up to 165mm in width
- Up to 5mm in thickness
A ‘large’ letter is an item which is:
- Up to 353mm in length
- Up to 250mm in width
- Up to 25mm in thickness
If you have a large letter you must use a ‘large’ stamp. If you are unsure whether your item is a large letter, your post office will be able to help. Please see our Pricing in proportion section for further details.
Q. I run a small business and want to start using bulk mail. Who do I contact about this?
A. If you wish to use one of Royal Mail’s products (such as Cleanmail or Mailsort 1400) you can contact Royal Mail’s Sales Centre on 08457 950 950 (lines are open 8am-7pm Monday to Friday) or speak to your Account Manager.
You can also contact Royal Mail’s competitors as they might provide a product or service that fits your needs. The postal regulator, Postcomm, has a list on their website of all licensed postal operators.
Q. I don’t think the consultation on changes to my local post office was carried out properly. What can I do about this?
A. In the first instance you should contact the consultation team, which you can do in two ways:
Writing
National Consultation Team
PO Box 2060
WATFORD
WD18 8ZW
Email consultation@postoffice.co.uk
If you are unhappy with your response you can refer your complaint back to the consultation team, and if you remain dissatisfied you can contact Consumer Focus who will investigate further.
Please see our section on Changes to the Post Office network for further information on the consultation Code of Practice.
Q. Why do I have to pay a handling charge on items I ordered from outside the UK?
A. If you order goods worth £18 or more from outside the EU and you have not paid the Import VAT in advance, you will have to pay Import VAT on these goods when they arrive in the UK. If the goods are worth more than £105, customs duty is also payable. However, whichever UK postal operator delivers your goods will pay these customs charges and will then charge you both the customs charges and a handling fee before you can claim your goods from them. For example, Royal Mail charges an £8 handling fee on top of the customs charges owed. See Royal Mail’s website for more information regarding customs charges on items ordered from abroad.
Consumer Focus is actively investigating this issue, to ensure that consumers only pay a fair handling charge for any services provided. Please see the buying from abroad on the internet – what to look out for section of the HMRC website for more information on this issue.
Q. My local post office is proposing to change their services. How can I make my views known?
A. Changes to the Post Office network are subject to public consultation, so you can contact the Post Office Ltd consultation team to explain how these proposals would directly affect you.
You can do this in two ways:
Writing
National Consultation Team
PO Box 2060
WATFORD
WD18 8ZW
Email consultation@postoffice.co.uk
Please see our section on Changes to the Post Office network for further information on the consultation process.
Q. How do I reduce the amount of ‘junk’ mail I get through my door?
A. There are several opt-out schemes available to help reduce the amount of unwanted mail you receive.
To reduce addressed direct mail (mail with a named recipient) the Direct Marketing Association (DMA) runs the Mailing Preference Service, which can reduce unwanted addressed mail by up to 95 per cent.
The DMA also runs the ‘Your Choice’ scheme to reduce the amount of unaddressed mail (mail with no named recipient) sent by organisations registered with the DMA. Royal Mail runs a similar opt out scheme for unaddressed mail called ‘Door to Door’.
Details of how to register for these schemes, plus other ways to reduce unwanted mail, can be found on our Unwanted mail page. However, please note than none of these schemes can eliminate unwanted mail completely, and there is no scheme to stop locally delivered items such as leaflets and newspapers.
Q. What is the difference between Recorded and Special Delivery?
A. Special Delivery is Royal Mail’s urgent and insured product, with guaranteed delivery by either 9am or 1pm the next day. It includes an online tracking system and electronic proof of delivery and compensation up to £500 or the value of the item, whichever is the lower. If you need something delivered by the next day (with a few geographical exceptions) this is the service to use.
Recorded Signed For provides proof of posting, signature on delivery and online confirmation of delivery of your item. It includes a maximum of the value of 100 First Class stamps in compensation. If you want the peace of mind of knowing that your item has been delivered this is the service to use, but please note that this service does not include a guaranteed delivery time and should not be used for valuable items.
Please see Royal Mail’s website for further details of their products and prices.
Q. Can I access my bank account at the post office?
A. Most banks, with the exception of HSBC, RBS and Santander (and Ulster Bank and First Trust in Northern Ireland) allow some access to bank accounts through the Post Office network. A list of the banks that allow their accounts to be accessed and the specific services that are available from the Post Office can be found at the end of the Government’s response to consultation on Post Office banking.
Q. Royal Mail has lost my letter. What level of compensation am I entitled to receive?
A. The amount of compensation you can claim depends on the postage method you used.
For First and Second Class and Recorded Signed For, the compensation for lost items is the cost of your postage plus compensation for actual loss, up to a maximum of either the market value of the item or the statutory maximum of 100 First Class stamps, whichever is the lower. If you only have basic evidence or the item is of no intrinsic value Royal Mail will pay a minimum of 6 First Class letter stamps.
For Special Delivery Next Day, there is additional compensation of up to £50 for the 9am service and £500 for the Next Day (by 1pm) service or the market value of the item, whichever is the lower, and Royal Mail will repay the fee. You can buy enhanced compensation of £1,000 or £2,500 or Consequential Loss for up to £10,000 at the time of posting at an additional cost.
Please see our Claiming compensation section for further details, and for information on the compensation available for delayed or damaged items.
