Consumer information

Post offices

Changes to the post office network

What changes happen? 

There are always ongoing changes to the Post Office network: post offices may close or relocate because a subpostmaster retires or in the event of a flood or fire. These changes are subject to public consultation. 

Post Office Ltd’s responsibilities to communicate and consult with its consumers are set out in a Code of Practice agreed between Post Office Ltd and Consumer Focus. The Code of Practice ensures consumers can know what to expect if post office closures, relocations or franchise conversions are proposed in their area. 

What can I do? 

In the event that changes to the Post Office network are proposed, we would encourage you to contact Post Office Ltd to explain how the proposals would directly affect you. 

You can do this by: 

Writing to: FREEPOST Your Comments    

Emailing:  comments@postoffice.co.uk 

Complaints about the consultation process  

If you are concerned that the consultation process was not properly followed, you can follow a two-stage complaint process. In the first instance, you should contact the Post Office Ltd consultation team and ask them to investigate your concerns (see above).

They should reply to your complaint within 10 working days. Their response will also contain contact information so that if you remain unhappy with their response you may refer the matter to Consumer Focus.

Consumer Focus will investigate and make recommendations to Post Office Ltd if we believe that the consultation process was not correctly followed or the code of practice not adhered to.