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About Citizens Advice
This advice applies to Wales:
Advice can vary depending on where you live.
Advice for other parts of the UK:
This advice applies to
While the vast majority of Royal Mail staff deliver a high quality service, problems can sometimes arise with your postman.
Problems with postmen might include:
This page explains what you should do if you’re having problems with your postman.
If you’re having problems with a courier or staff member from another postal provider, you should report the issue to the company. All companies providing a postal service must have a complaints procedure, which you can find on their website.
More information about other postal providers and couriers.
If you are on speaking terms with your postman and the problem is simple, you can try talking to him or her informally to sort the problem out.For example, if your postman regularly delivers your mail to the wrong home, you can ask him or her to pay more attention to your address. Or, if you are finding elastic bands dropped in your garden, you can ask him or her to be more careful.
If you can’t speak to your postman, or speaking to your postman doesn’t work, you should report the issue to Royal Mail customer services on 08457 740 740 (textphone 08456 000 606).
Royal Mail promises to investigate every incident that is reported to them.
You can also use the online staff comments form on www.royalmail.com to report the issue.
For some problems, there are extra things you can do to stop them from happening:
If you have reported your problem to Royal Mail customer services but it is still happening, you can make a complaint about your postman. You should follow the Royal Mail complaints process.
If your postman is refusing to deliver mail to your home, perhaps because of your dog or problems with access, Royal Mail needs to follow a specific process. This is called making your address an exception from the universal service. You should receive a letter explaining this and be given a chance to appeal the decision.
Problems with a postman can be frustrating, but it’s important to deal with the situation calmly. You must never obstruct or delay a postman or other postal worker who is going about their job, without a reasonable excuse. To do so would be a criminal offence. Equally, if you are asked to leave a post office or any other property belonging to Royal Mail or the Post Office, because you're being an nuisance , you must do so. It is an offence to refuse.
You can phone Royal Mail on 03457 740 740 (textphone 03456 000 606).
You can write to them at:
Freepost RLZL-LHZH-JZHTRoyal Mail Customer ServicesPO Box 740PlymouthPL9 7YB
You won't need to use a stamp as this is a freepost address.
Send from your own account or: