Royal Mail Complaint Handling Process
Royal Mail aims to provide you with a reliable and consistent service at all times. If, however, you are unhappy with the service we have given you, this guide will tell you how you can get in touch with us to discuss your complaint and – if applicable – refer your complaint to an external, independent Ombudsman style service for resolution.
If you do want to register a complaint with us you can contact Royal Mail Customer Services.
Our Customer Promise
Once we have the full details of your complaint our promise is that we will normally take no more than 30 calendar days to respond fully to your issue. Please be aware that some international complaints may take longer to resolve due to the work that needs to be done by foreign administrators.
There may be occasions when we require additional information or responses from you to complete our investigation. When that is the case we will allow 14 calendar days for your response. Allowing for complex cases with several such interactions, this means our longest investigations for inland complaints may take up to 90 calendar days to fully complete.
Our Customer Service Advisors will take ownership of your complaint and look to provide you with a resolution.
How to make a complaint
You can make a complaint by contacting Royal Mail Customer Services through our website or by speaking with one of our advisors or by writing to us.
If you contact us through the Royal Mail website or in writing please provide us with full details of your complaint. If we require further information we will notify you using your preferred method of contact.
If you choose to contact us by phone please have the details of your complaint available. For some complaints you may be required to complete a “Loss Damage or Delay” form which is available online through our website or from Post Offices. Our Customer Services Advisors will let you know the appropriate process to follow. If you are contacting us on behalf of another person, we may ask you to provide proof of that person's consent to your handling their complaint.
Once we have received your complaint, the Customer Services Advisor will record your details and provide you with a unique reference number that identifies you and your complaint.
There are 3 internal stages in our complaints process and then the final Ombudsman style stage. Our preference is always to deal with your complaint initially on a person to person basis by phone at stages 1 and 2, but if you prefer, we will deal with your complaint at any of the internal stages through email or letter.
You can download and view a diagram of the customer complaints process below:
Stage 1: Contacting our Customer Services Advisors
Stage 2: Contacting our Escalated Customer Resolution Team
Stage 3 - The Postal Review Panel
The objective of the Postal Review Panel is to find a mutually satisfactory resolution for your complaint.
However, if you are not satisfied after the Postal Review Panel has provided you with a final response then your case will be considered ‘deadlocked’, customer complaints in deadlock can be referred to the independent ombudsman.
You can contact the Postal Review Panel at any time quoting your Royal Mail reference number. However Royal Mail will always want to try and resolve any concerns or complaints you have, and it is strongly recommended that you work with the Customer Services teams at Stage 1 and Stage 2 to try and sort out the problem before contacting the Postal Review Panel.
Stage 4 - If you remain unhappy
POSTRS’s role is to resolve customer disputes. POSTRS provide a free service and we are bound by their findings.
Depending on the nature of the specific complaint, POSTRS may be available. Please see the list of our products (PDF 108KB) within the POSTRS scheme. Generally, the service is available to you if:
- we have not been able to settle your complaint within the 90 day timescales set out by Royal Mail Customer Services.
- you have been referred to the scheme through your ‘deadlock’ letter.
- we have not followed our own complaints procedure in handling your complaint.
Royal Mail Customer Services
Telephone: 8am – 6.00pm, Monday to Friday
8am - 1.00pm on Saturdays
From within UK: 03457 740 740
International callers: +44 1752387112
Textphone: 03456 000 606
General Enquires, making a claim and complaints:Royal Mail Customer Services, FREEPOST, Plymouth PL9 7YB
Postal Review Panel
Write: FREEPOST Postal Review Panel
POSTRS – The Independent Ombudsman-style Service
Telephone: 03454 04 05 06 Welsh speaking customers: 03454 04 05 05
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Royal Mail aims to provide you with a reliable and consistent service at all times. If, however, you are unhappy with the service we have given you, this guide will tell you how you can get in touch with us to discuss your complaint and – if applicable – refer your complaint to an external, independent Ombudsman style service for resolution.Read the full article