Every one of the 80 million items we deliver each day is important to us because we know how important it is to you. We aim to handle all letters and parcels with the utmost care. Unfortunately, sometimes items can go astray.

If you think your post is either late or has been lost, then we want to hear from you. However, before you contact us, please take a look at the list below for answers to some of the more common reasons why mail is sometimes delayed:

• Incorrectly addressed mail
• Using just part of, or a completely wrong postcode
• Redirected mail
• One delivery each day
• Missed collection times
• Your postman can’t access the building
• Mail has been sent abroad
• We aren’t allowed to carry your item
• There has been a public holiday

We hope you’ve found the answers you were looking for here. If you have another question, please return to the main Customer Services page.

Otherwise, you can provide more details regarding the delivery of your mail by completing the form on the next page. This will help us give you more specific advice and assistance. Please wait 15 working days (from the due date of delivery) before completing this form as we would not consider an item as lost until 15 working days have elapsed. We allow the 15 working days for items to be returned to the sender if there are any delivery problems.