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Home > Delivery Services > Receiving mail > Redirections >
 

Redirections


 
  1. How do I set up a Redirection?

    There are four ways to apply and pay for a Redirection:

    • Online
    • By post
    • By phone
    • In person at the Post Office™

    For more details visit the How to buy section.

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  2. What information do I need to set up a Redirection online?

    Before starting your online application, please have the following information to hand:

    • Old address details (including full postcode)
    • New address details
    • Date of birth
    • Credit or debit card details
    • Names of all residents to be included in the Redirection, and how long they have lived at the old address
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  3. Why do I need to provide personal information when applying for a Redirection online?

    Royal Mail takes the security of your personal information extremely seriously. To prevent fraudulent use of the Redirection service we need to confirm your identity online just as effectively as when you apply by post, by phone or at the Post Office™.

    To this end, we use a trusted third party provider of credit checks to validate your identity based on the personal information you provide us with.

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  4. Why do I need to register?
    It will help us to identify you for future visits. Plus, we’ll be able to contact you if we need to and if you choose, we can keep you updated with news about products and services we think you’ll be interested in.
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  5. How long does it take to set up a Redirection online?
    The application process typically takes around five minutes to complete online. Once you have submitted your application, please allow up to five working days for the Redirection to come into effect.
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  6. How much does a Redirection cost?

    Prices for Redirection are calculated according to:

    • How long you want your mail redirected for
    • How many different surnames the Redirection applies to
    • Whether you are redirecting inside or outside the UK
    • Whether it is a Home or Business Redirection.

    View the full current price list

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  7. How quickly can I get mail redirected?
    We need at least five working days to set up your Redirection. After this, we forward mail from your old address First Class within the UK, or Airmail if you’ve moved outside the UK.
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  8. Can I have mail redirected to an international address?
    Yes, you can redirect mail from a UK address to your new address overseas. All mail will be forwarded via Airmail. Unfortunately, we cannot redirect mail from an overseas address to a UK address. Please refer to local postal services if you have this requirement.
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  9. Are there a maximum number of residents that can be included in a Redirection?

    We can redirect mail for any number of residents, but there is a limit for online applications of eight residents (including the principal resident). Where more than eight people need a Redirection, please apply at the Post Office™, by post or over the phone.

    Please note: there is an additional charge for each different surname included in a Redirection.

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  10. Who is the principal resident?
    The principal resident is the main applicant for the Redirection, i.e. the person who is completing the online form and submitting payment.
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  11. Will my mail arrive late?
    Yes, usually one day later than normal post. All redirected items are treated as First Class.
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  12. How will Redirection affect Special Delivery™ items?
    The Special Delivery™ (9.00am and Next Day) guarantee will not be valid for redirected mail. Special Delivery™ (9.00am and Next Day) and Recorded Signed For™ items will still receive a signature on delivery.

    Special Delivery™ (9.00am and Next Day) cannot be redirected overseas.
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  13. Can I cancel my Redirection?
    Yes, contact the Redirection Centre on telephone number 08457 777 888 (and then press the appropriate number allocated to the Redirection service) to arrange for a stop to be placed on the Redirection service. Royal Mail will then require written notification of the cancellation, please address your letter to : Royal Mail Redirection Centre, Trent House, Media Way, STOKE-ON-TRENT, ST1 5ST. In the intervening time between the telephone call and Royal Mail receiving written notification we will hold your mail safely, once written notification has been received the mail will be delivered as addressed. Unfortunately, we will be unable to refund your fee.
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  14. How long will you redirect mail for me?
    We will redirect your mail for up to two years or 6 months from a PO Box.
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  15. What happens when my arrangement runs out?

    We’ll notify you in writing approximately two weeks before the end of your Redirection. You can renew it in the following ways:

    • By post (send your fee in the Freepost envelope provided)
    • By phone (call 08457 777 888 between 8:00 and 17:00 (Monday to Friday) 8:00 and 13:00 (Saturday); credit and debit cards taken)
    • Online (apply on our website using the reference numbers provided in your renewal letter)

    Please note that you can't renew your Redirection at a Post Office™ branch. Redirections can be renewed up to 3 months after their expiry date, and you can renew your Redirection for up to two years in total.

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  16. What are Online Renewals?
    Four weeks before your current Redirection contract expires we’ll send you a unique renewal reference and PIN number. You will then be able to renew your Redirection online.
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  17. How can I renew my Redirection online?
    Just go to the online renewals page. You’ll need your renewal reference and PIN number which we’ll send two to four weeks before your Redirection runs out. Just enter your details, select your renewal period, and pay.
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  18. What happens after I have applied for a renewal?
    We’ll send you a confirmation email, then we’ll write, giving you all your renewal details.
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  19. What if I need to change or add new details to my renewal?

    If you have received a renewal letter, then you can change the 'to' address either by phone or by post.  Just call our Customer Service Centre on 08457 740 740 (or ++44 1752 387 112 if calling from abroad).  Or please write to us at the following address:-

    Royal Mail Redirection Centre
    PO Box 944
    STOKE ON TRENT
    ST1 5DB

    If your redirection is current and you have not received a renewal letter and you want to amend the 'to' address as you are moving again, you will need to cancel your existing redirection and take out a new one.

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  20. When will my renewal start?
    Your Redirection will continue with no interruption if we receive your renewal application at least four days before it runs out. Unfortunately there may be a break in the service if we have less than four days’ notice. For example, if you only give us two days’ notice, there may be a two day gap between the end of your original Redirection period and the start of your renewal.
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  21. How long can I renew a Redirection for?
    You can renew in periods of one, three, six or 12 months – up to a maximum of two years.
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  22. Why have I received a PIN number and a reference number?
    Between two and four weeks before your Redirection expires, we’ll write to you, asking if you want to renew the service. We’ll send you a renewal reference and PIN number which you’ll need when you apply for your renewal.
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  23. Is there any mail you can’t redirect?

    Yes, we can’t redirect the following:

    • Mail for people or organisations that weren’t occupying or conducting business from the old address
    • Parcelforce Worldwide products, and other carriers’ mail
    • Mail addressed to boarding houses, hotels, colleges or other multi-occupied premises
    • Mail from addresses sharing the delivery point with other companies
    • Personal mail from a business address to a private address
    • Mail from one PO Box to another in the same delivery office
    • Mail from abroad to a UK address
    • Mail from a British Forces Postal Office (BFPO) address
    • Special Delivery™ 9.00am and Next Day and Recorded Signed For™ items to a Redirection address abroad
    • Mail to another address if you aren’t moving (see Diversion)
    • International mail – any item bigger than Letter format over 25mm thickness and over 100g that clearly contains goods, cannot be redirected abroad
    • Any Letter format items or Large Letter format items obviously containing printed-paper up to 25mm thickness and 100g can be redirected abroad

    This is because:

    • Items containing goods sent to non-EU destinations require a CN22 or CN23 customs declaration. These must be completed and signed by the sender at the time of posting and therefore cannot be completed by Royal Mail as part of the Redirection process
    • All countries have specific lists of prohibitions and restrictions detailing what can and cannot be sent to them. Royal Mail cannot therefore redirect packages abroad, as the contents will be unknown and may transgress the prohibitions and restrictions in the destination country
    • International maximum size restrictions are 40% smaller than those allowable in Royal Mail’s domestic services. Unfortunately, therefore, a proportion of packages will be too large to be sent abroad. Any packages that we cannot redirect will be returned to the sender
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  24. What if I’m using a PO Box?
    We can only redirect your mail from a PO Box for a maximum of six months, and the Box must remain open during the Redirection period. However, we can redirect your mail to a PO Box for the maximum two years.
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  25. What if we’re using your Business Collections service?
    We can easily transfer the service to your new address. Please call your local Sales Centre on 08457 950 950 to arrange this.
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  26. What if my business moves again within the Redirection period?

    You have two options:

    • You can cancel your first address ‘A’ to address ‘B’ Redirection and set up new ‘B’ to ‘C’ and ‘A’ to ‘C’ Redirections. You’ll have to pay for two new Redirections and unfortunately we are unable to refund your initial payment. However, this option means your mail from address ‘A’ will reach you quickly
    • Keep your original ‘A’ to ‘B’ Redirection and add a ‘B’ to ‘C’ Redirection. You’ll only have to pay for one additional Redirection, but your post from address ‘A’ will take longer to reach you as it’s routed via address ‘B’
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  27. If I’m a sole trader working from home, can you redirect my personal mail?
    Yes, a single fee covers the Redirection of both personal and business mail, provided it’s for one business name only. However, other members of your family will have to apply and pay separately for a Home Redirection.
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  28. Are there any other restrictions?

    Yes, the following restrictions also apply:

    • If you have a franking machine, you must tell your supplier your new address and give us your die number when you apply for your Redirection. We accept cash, credit card or cheque payments at the Post Office™, cheque or franking machine label payments in postal applications, and debit and or credit cards online or over the telephone. We do not accept postal orders
    • If you’re a Liquidator, Receiver or Trustee in Bankruptcy, we must see the Court Order, Resolution, Notice or other evidence of appointment certified by a solicitor. You won’t need any other form of identification in these cases. We can’t disclose Redirection details to any third party as it contravenes the Data Protection Act 1998.  Royal Mail Group plc and Post Office™ Ltd have notifications with the information commissioner in line with the Data Protection Act 1998
    • We stick new address labels to all redirected items. If it’s undeliverable, we return it to the sender with the new address label
    • We can refuse or cancel a Redirection at any time
    • Delivery time guarantees do not apply to Special Delivery™ 9.00am and Special Delivery™ Next Day items
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  29. Not your full address?

    This is the address that Royal Mail needs to deliver your mail. It may not include some elements of the address you normally use, such as village or county name. According to your information, this address corresponds with your postcode and house number. If you would like us to add any other details e.g. house or village name, please let us know and we will update your Redirection records. We may not be able to do this until 24 hours after your online application has been received.

    You can contact us on 08457 740 740.

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  30. Can I redirect my mail to a Delivery Office?
    No, if you want your mail held for a short time then we recommend the Keepsafe™ product.  We will hold your mail for up to two months and deliver it back to your address.
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  31. How do I set up a redirection from my current address to a BFPO address?
    To set up a redirection to a BFPO address you can complete an application form which is available to download from our document library and then either apply in person at a Post Office or send the application form to the Redirection Centre at Stoke.
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  32. Am I entitled to compensation for items redirected using Royal Mail’s redirection service?
    In addition to compensation for loss and damage, from 1st August 2008 items redirected using Royal Mail’s Redirection Service will be entitled to compensation for delay.

    Read more about compensation.
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  33. How do I make a claim for compensation?

    Just fill in a P58 form. You can pick this up from your local Post Office™, or by calling your customer service centre on 08457 740740 (calls are charged at local rate). If you are deaf or hard of hearing, contact us on 08456 000606 (Textphone).

    • Claims are processed within 2 – 4 weeks
    • Please remember to include your certificate of posting with your claim showing your Recorded item reference number, if you cannot provide evidence of posting then you may only be entitled to minimum compensation
    • If your claim is for damage or part loss, all damaged packaging and contents must be retained and presented to Royal Mail on request.

     Read more about compensation.

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  34. When a person has died or you have power of attorney?
    We can Redirect mail on behalf of a person who has died or for whom you have power of attorney, please see section 3 of the Moving Home Redirection application form to apply.
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  35. Application from 3rd Parties
    Royal Mail Group Limited is happy to accept applications for Redirection Social from a third party where that party has gained your explicit consent to act as your representative on your behalf and where that party has assured Royal Mail Group Limited that your identity has been checked to an identical or higher level of security that Royal Mail Group Limited demands.
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