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Complain about Royal Mail or a Post Office

This advice applies to Scotland

Royal Mail and the Post Office are 2 different organisations, but they work together to send and deliver your post.

You’ll need to complain to the right organisation to get your problem resolved.

If you have a problem with a courier service, such as Yodel, Hermes or DPD, you should complain to them directly.

This includes Parcelforce - they’re a courier and not part of Royal Mail or the Post Office.

Who to complain to

Complain to Royal Mail if you’ve had problems with:

  • your post delivery or postman - for example if a package or letter has been left in an unsafe place or delivered to the wrong address
  • something you’ve sent with Royal Mail - for example if a parcel has been lost or damaged

You should complain to the Post Office if:

  • you’re unhappy with the service from a member of staff in a branch
  • something’s gone wrong with a Post Office product or service - for example travel insurance or the passport ‘check and send’ service

How to complain

How to complain to Royal Mail

You can use the online help centre to:

  • chat online with Royal Mail

  • email them - you’ll hear back within 2 working days

Click ‘complaints and claims’ to get started.

You could also call their customer services team - if they can’t resolve your complaint straight away, ask to speak to a manager.

If you prefer to write, use their freepost address.

Royal Mail customer services

Freepost

Telephone: 03457 740 740

Monday to Friday, 8am to 6pm

Saturday, 8am to 1pm

Sunday, 9am to 2pm

Calls cost up to 12p per minute from landlines, 3p to 45p from mobiles

If you can’t get through over the phone, try tweeting @RoyalMail if you use Twitter - you might get a quicker response.

If you’re not happy with the response

Contact the Postal Review Panel using their online form or by writing them a letter. They’ll take a fresh look at your complaint within 30 days.

The Postal Review Panel
FREEPOST
Postal Review Panel

Contact the ombudsman

If the Postal Review Panel can’t resolve your complaint, they’ll refer you to an ombudsman service called POSTRS.

If Royal Mail takes longer than 90 days to solve your complaint you can go straight to POSTRS without a referral from the Postal Review Panel.

You can do this online using their claim form, over the phone or by writing to them.

POSTRS
70 Fleet Street
London
EC4Y 1EU
info@postrs.org.uk 

Telephone: 020 7520 3766
Monday to Friday, 9am to 5pm

Calls cost up to 12p per minute from landlines, 3p to 45p from mobiles.

How to complain to the Post Office 

You can complain to the Post Office by:

  • using their online form - you should hear back within 10 working days
  • calling their customer services team - if they can’t resolve your complaint straight away, ask to speak to a manager

Post Office Customer Care
Telephone: 0345 611 2970
polcustomercare@postoffice.co.uk
Monday to Friday, 8:15am to 6pm
Saturday, 8:30am to 2pm

Calls cost up to 12p per minute from landlines, 3p to 45p from mobiles.

If you can’t get through over the phone, try tweeting @PostOffice if you use Twitter - you might get a quicker response.

If you’re not happy with the response

You can ask the Post Office to look at your complaint again by writing to their appeals team.

Post Office Appeals
Freepost
PO Box 740
Barnsley
S73 0ZJ

Contact the ombudsman

If your complaint was about a financial product or transaction and the appeals team can’t resolve it, they should refer you to Financial Ombudsman.

If the Post Office takes longer than 8 weeks to solve your complaint you can go straight to the ombudsman without a referral.

The best way to do this is using their online form, which will tell you exactly what information to include. You can also get in touch by post, or over the phone if your prefer.

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR


complaint.info@financial-ombudsman.org.uk
Telephone: 0800 023 4 567
Monday to Friday, 8am to 8pm
Saturday, 9am to 1pm

Telephone calls are free.

Claim compensation

You can claim compensation if your post has been lost, delayed or damaged. Use our tool to find out what you’re entitled to and how to claim.

Contact Citizens Advice

Contact the Citizens Advice consumer helpline if you need more help with your complaint - an adviser can give you advice over the phone or by email.

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