Consumer information
Common issues
Claiming compensation
It is important that customers do all they can to ensure they get the most from their post. If you do not receive the level of service you were expecting (for example letters arrive very late, are damaged or don’t arrive at all) you may be able to claim compensation from your licensed postal provider, usually Royal Mail. The compensation available depends on the type of product or service that you have used, and Royal Mail’s website details the different compensation schemes that it offers and the claims processes you must follow.
We would recommend that, whenever possible, you ask for a Certificate of Posting. This is a free receipt that provides proof of posting when sending mail and is available from a post office. Without this, Royal Mail may not pay compensation if your item is lost.
Delayed items
| Our UK services | Compensation available for delayed items |
|---|---|
| 1st Class | For stamped and metered items, 6 x 1st Class stamps at the first weight step if Royal Mail delivered the item 3 working days or more after the due date where you provide basic evidence.If you are claiming for an item that you sent you must apply within 3 months of posting. If you are claiming for an item you received you must apply within 1 month of receipt. |
| 2nd Class | Level of compensation is same as 1st Class. See above for details |
| Articles for blind people | Level of compensation is same as 1st Class. See above for details |
| Recorded Signed For | Level of compensation is same as 1st Class. See above for details |
| Standard parcels | Basic level of compensation is same as 1st Class. See above for details.You can buy enhanced compensation above the statutory maximum for £100, £250 or £500 at an additional cost. |
| Redirected mail – sent using the above services | For items redirected using the Royal Mail redirection service, 6 x 1st Class stamps at the first weight step if Royal Mail delivered the item 6 working days or more after the due date where you provide basic evidence.If you are claiming for an item that you sent you must apply within 3 months of posting. If you are claiming for an item you received you must apply within 1 month of receipt. |
| Special Delivery | A refund of your Special Delivery fee/postage if your item arrives later than the due time of delivery. You must submit your claim within 14 days of posting.For Special Delivery Next Day, additional compensation of £5 if Royal Mail delivered the item more than 24 hours (Mon–Fri) after the guaranteed time, or an additional £10 if Royal Mail delivered the item 7 or more working days (Mon-Fri) after the guaranteed time. Royal Mail requires evidence of posting.If you are claiming for an item that you sent you must apply within 3 months of posting. If you are claiming for an item you received you must apply within 1 month of receipt.
You can buy Consequential Loss for up to £10,000 at the time of posting at an additional cost. Royal Mail requires evidence of that you bought Consequential Loss. You must submit your claim within 14 days of posting. |
| Airmail/Airsure/International Signed For | Royal Mail does not offer compensation for delay to mail posted using these services. |
Damaged items
| Our UK services | Compensation available for damaged or part loss items |
|---|---|
| 1st Class | For stamped and metered items Royal Mail will refund the cost of your postage plus compensation on the basis of actual loss, where you can provide evidence of posting and evidence of value. The maximum compensation is either the market value of the item or the statutory maximum of 100 x 1st Class stamps at the first weight step, whichever is the lower.Royal Mail will pay 6 x 1st Class letter stamps at the first weight step where you only provide basic evidence or the item is of no intrinsic value.You should keep all the damaged packaging and contents and present them to Royal Mail if asked. You must submit your claim within 12 months of posting. |
| 2nd Class | Level of compensation is same as 1st Class. See above for details |
| Articles for blind people | Level of compensation is same as 1st Class. See above for details |
| Recorded Signed For | Level of compensation is same as 1st Class. See above for details |
| Standard parcels | Basic level of compensation is same as 1st Class. See above for details.You can buy enhanced compensation above the statutory maximum for £100, £250 or £500 at an additional cost.You must keep all the damaged packaging and contents and present them to Royal Mail if asked. |
| Redirected mail – sent using the above services | Level of compensation is same as 1st Class. See above for details |
| Special Delivery | Basic compensation for actual loss: Up to £50 for the 9am service and £500 for the Next Day (by 1pm) service or the market value, whichever is the lower, and Royal Mail will repay the fee.You can buy enhanced compensation for £1,000 or £2,500 at an additional cost. Royal Mail requires evidence of posting. You must submit your claim within 12 months of posting.You can buy Consequential Loss for up to £10,000 at the time of posting at an additional cost. Royal Mail requires evidence that you bought Consequential Loss. You must submit your claim within 14 days of posting. |
| Airmail | Actual loss up to 100 x 1st Class letter stamps at the first weight step or the market value, whichever is the lower.Royal Mail requires evidence of posting. You must submit your claim within 6 months of posting. |
| Airsure | Actual loss up to 100 x 1st Class letter stamps at the first weight step or the market value, whichever is the lower.You can buy enhanced compensation above the statutory maximum for £250 or £500 at an additional cost, but this is not available for mobile phones. The maximum compensation available for cash, securities or instruments payable to the bearer is £100.Royal Mail requires evidence of posting. You must submit your claim within 6 months of posting. |
| International Signed For | Actual loss up to 100 x 1st Class letter stamps at the first weight step or the market value, whichever is the lower.You can buy enhanced compensation above the statutory maximum for £250 or £500 at an additional cost, but this is not available for mobile phones. The maximum compensation available for cash, securities or instruments payable to the bearer is £100.Royal Mail requires evidence of posting. You must submit your claim within 6 months of posting. |
Lost items
| Our UK services | Compensation available for lost items |
|---|---|
| 1st Class | For stamped and metered items Royal Mail will refund the cost of your postage plus compensation on the basis of actual loss, where you can provide evidence of posting and evidence of value. The maximum compensation is either the market value of the item or the statutory maximum of 100 x 1st Class stamps at the first weight step, whichever is the lower.Royal Mail will pay a minimum of 6 x 1st Class letter stamps at the first weight step where you only provide basic evidence or the item is of no intrinsic value.You must submit your claim within 12 months of posting. |
| 2nd Class | Level of compensation is same as 1st Class. See above for details |
| Articles for blind people | Level of compensation is same as 1st Class. See above for details |
| Recorded Signed For | Level of compensation is same as 1st Class. See above for details |
| Standard parcels | Basic level of compensation is same as 1st Class. See above for details.You can buy enhanced compensation above the statutory maximum for £100, £250 or £500 at an additional cost. |
| Redirected mail – sent using the above services | Level of compensation is same as 1st Class. See above for details |
| Special Delivery | Basic compensation for actual loss: up to £50 for the 9am service and £500 for the Next Day (by 1pm) service or the market value, whichever is the lower, and Royal Mail will repay the fee.You can buy enhanced compensation for £1,000 or £2,500 at an additional cost. Royal Mail requires evidence of posting. You must submit your claim within 12 months of posting.You can buy Consequential Loss for up to £10,000 at the time of posting at an additional cost. Royal Mail requires evidence that you bought Consequential Loss. You must submit your claim within 14 days of posting. |
| Airmail | Actual loss up to 100 x 1st Class letter stamps at the first weight step or the market value, whichever is the lower.Royal Mail requires evidence of posting. You must submit your claim within 6 months of posting. |
| Airsure | Actual loss up to 100 x 1st Class letter stamps at the first weight step or the market value, whichever is the lower.You can buy enhanced compensation above the statutory maximum for £250 or £500 at an additional cost, but this is not available for mobile phones. The maximum compensation available for cash, securities or instruments payable to the bearer is £100.Royal Mail requires evidence of posting. You must submit your claim within 6 months of posting. |
| International Signed For | Actual loss up to 100 x 1st Class letter stamps at the first weight step or the market value, whichever is the lower.You can buy enhanced compensation above the statutory maximum for £250 or £500 at an additional cost, but this is not available for mobile phones. The maximum compensation available for cash, securities or instruments payable to the bearer is £100.Royal Mail requires evidence of posting. You must submit your claim within 6 months of posting. |
Please note that Royal Mail is not obliged to pay compensation where the terms of its services are not met, nor in circumstances beyond its control. Some examples are:
- Incorrectly addressed mail items
- Where there is insufficient postage
- Where the packaging is inadequate for the contents
- Where money or jewellery is sent in a service other than Special Delivery
- Where the item is posted with another postal operator
- In severe weather conditions
- Acts of terrorism or vandalism
- Items with contents that are prohibited or restricted
You can contact Royal Mail Customer Services on 08457 740 740 or see Royal Mail’s Customer Services website. Consumer Direct can give you further information and advice on 08454 04 05 06 or see Consumer Direct’s website.
Bulk Mail
Customers using any of the bulk mail products covered by licence service standards could be entitled to a partial refund of their posting costs at the end of the year. Customers should automatically receive a 0.1 per cent refund for every 0.1 per cent by which the licence target is failed. However, this is only triggered after Royal Mail fails by more than 1 per cent and is capped at a maximum of 5 per cent.
Postcomm announced in August 2008 that the Bulk Mail Compensation Scheme for delayed items would end in April 2010. For details of this decision please read Postcomm’s full Decision Document.
