Our claims process for loss, damage and delay (stamped and metered mail)
Prior to submitting a claim you should read the loss, damage and delay compensation policies for the product used as this will explain when you may be entitled to compensation and how much compensation may be payable. This information can be obtained from our loss, damage and delay policies on our website and in the Our services leaflet available at all Post Office® branches or by contacting Customer Services on 03457 740740 (Textphone 03456 000606).
Please note that we are only able to deal with claims where the item was posted with and delivered by Royal Mail. If an item has been posted with or handled by another postal operator then it will not be eligible for compensation from Royal Mail unless the postal operator has posted the packet using one of Royal Mail’s retail services1 , in which case that postal operator will be regarded as the sender of the postal packet for compensation purposes. If another postal operator has been used and you are the sender please contact them to pursue any claim. If you are the recipient and the item has not been sent using one of Royal Mail’s services you should refer the matter to the sender for them to take up with their chosen postal operator.
How to claim for an inland item
How to claim for an international item
1Stamped and metered mail including Online postage and SmartStamp®, Royal Mail Signed For™ items sent using these services, Articles for the Blind.
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