Consumer information
Common issues
How to complain
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 a 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 postal operators will be expected to help their customers resolve complaints.
Complaints procedures: Royal Mail
In the first instance, customers should complain to Royal Mail, or the relevant postal provider.
If you wish to make a complaint to Royal Mail, you can contact their Customer Services department using the following methods:
Online Complaints forms options
Telephone
From within UK: 08457 740 740
International callers: +44 1752387112
8am–6pm Monday to Friday, 8am–1pm Saturday
Textphone 08456 000 606
Writing
General Enquires:
FREEPOST
20 Turner Road
St Rollox Business & Retail Park
GLASGOW
G21 1AA
Making a claim:
Royal Mail Customer Services
FREEPOST
Plymouth
PL9 7YB
If you are not satisfied with Royal Mail’s response, you can then escalate your complaint within Royal Mail by contacting them again with your complaint and stating that you wish for it to be referred to the Royal Mail Escalated Customer Resolution Team.
If you are still unhappy with the response provided by the Escalated Customer Resolution Team you can contact the Postal Review Panel (postalreview@royalmail.com) who will re-examine your case and issue a final response from Royal Mail.
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.
You can contact the Postal Review Panel using the following methods:
Website Postal Review Panel
Email postalreview@royalmail.com
Writing
FREEPOST
Postal Review Panel
Although there is no direct phone number for the Panel, if you wish to contact them by phone you can use the main Royal Mail Customer Services phone number (08457 740 740) and ask to be directed to the Panel.
Complaints procedures: other operators
If your complaint relates to a regulated postal operator other than Royal Mail, you will need to visit the operator’s website for their contact details. If you remain unsatisfied after initially contacting the postal operator you should ask to escalate your complaint to a manager responsible for complaints.
Ombudsman scheme
If, once you have completed the complaints process for your service provider, you are still not happy with the outcome of your complaint, you can escalate your case to the ombudsman-style scheme Postal Redress Service(POSTRS). This is an independent and free service that will only investigate complaints about products and services provided by postal providers under their operating licence issued by Ofcom. Decisions reached by the Independent Postal Redress Scheme will be binding on the postal provider but not the customer.
To access this service, you will need to have gone through the postal operator’s complaint handling processes already, and have received a notice from the operator notifying you of your right to refer the complaint to the Postal Redress Service. 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 regulated activities.
You can contact POSTRS using the following methods:
Website POSTRS
Online Contact form
Telephone 020 7520 3766
Textphone 020 7520 3767
Complaints procedures: Parcelforce and the Post Office
Please note that Parcelforce and the Post Office Ltd. operate outside the area of postal services regulated by Ofcom.
Your complaint should be directed to Parcelforce at:
Email parcelforce@parcelforce.co.uk
Telephone
0844 800 4466
8am–7pm Monday–Friday, 8.30am–5.30pm Saturdays, 9am–5pm Sundays (excluding UK Public and Bank Holidays; calls are charged at national rates)
0844 800 5550 (for Welsh speaking customers)
Textphone 08000 855 854
Your complaint should be directed to the Post Office at:
Online Complaints form
Writing
Post Office Customer Care
FREEPOST
PO Box 740
Barnsley
S73 0ZJ
Email customercare@postoffice.co.uk
Telephone 08457 22 33 44
Textphone
08457 22 33 55
8.15am–6pm Monday to Friday, 8.30am–7pm Saturday.
If you are unhappy with the response you receive you can go to:
Writing Post Office Appeals, Freepost, PO BOX 740, Barnsley, S73 0ZJ
If you have a complaint about changes made to post office provision in your area, please see Changes to the Post Office network.
Citizens Advice consumer service
If you are still not sure how to make a complaint and would like help and advice, you can contact Citizens Advice consumer service, an independent organisation which can offer you free advice on how to complain. Please note that they cannot make a complaint or claim on your behalf, nor provide general advice on specific products or services.
Website Citizens Advice consumer service
Telephone 08454 040 506
