Royal Mail strike

Business Customers FAQs


Business Collections

No. Royal Mail has well-developed contingency plans but cannot fully replace the daily efforts of its entire workforce. This means business collections will not be possible on days when CWU industrial action is taking place.

We are planning to collect from all business customers the next working day after industrial action (Monday 3 October). We want to have your service back to normal as quickly as possible after strike action.

There are likely to be some minor changes to collection times as we will be collecting more items than usual in the day following industrial action.

We’re expecting volumes to be larger than usual the day after industrial action. We will collect as much from customers as our vehicle capacity allows.

Additional collections will not be available on Monday 3 October and Tuesday 4 October.

No. We won’t have enough resources to accept collection parcels and letters on days when strike action is taking place.

No. On days of industrial action, limited resources mean there will not be alternative drop offs for large volumes of parcels and letters.

We want to have your service back to normal as quickly as possible after strike action and will resume business collections the next working day after industrial action, when we will collect as much from our customers as our vehicle capacity allows. This includes collecting from customers who usually have a Saturday collection.

No. Customers should manifest as normal.

No. We are suspending one off collections on days of industrial action or on the working day following industrial action.

If you have booked and paid for a one-off business collection which is due to happen on days of industrial action, this can be refunded or used against a future collection booking.

Yes. If you pay for your business collection you can request a pro-rata refund of the fees for the days when strike action takes place and we do not collect from you.

You can request a refund here.


Dropping off items

Yes. If you have a Royal Mail account and usually bring (sealed bags of) parcels and letters into a Post Office branch, you can continue to do that on days of strike action.

Please be aware that collections from Post Office branches will be limited on days of strike action so items are likely to be subject to some delay.

A very small number of Post Offices may be closed because of strike action. These branches will display posters advertising the nearest alternative branch.

On days of industrial action, Post Office branches may be unable to accept further drop offs of items if they have reached their safe storage capacity.

Customers therefore also have the option to drop their bags of parcels and letters at one of c1700 Collect+ stores.

No. Our Customer Service Points and Mail Centres will be closed for dropping off items on days of strike action.

Instead, customers who usually drop off bags of items can take them to a Post Office branch or to one of c1700 Collect+ stores who are available to accept Royal Mail items on strike days.

These items will be collected, processed and delivered when strike action is over.

Customers should expect some delay to items posted on days when strikes are taking place.

There are c1700 Collect+ stores available for Royal Mail account customers who usually drop off small volumes of parcels and letters.

Customers can take items to one of c1700 Collect+ stores who are available to accept Royal Mail items on days when strike action is taking place.

Items must be presented as usual, in sealed bags with a separate sales order. This includes Special Delivery items.

Bags will be collected from the Collect+ stores, processed and delivered when strike action is over.

Find your nearest Collect+ store.

This option is not available for larger customers who usually receive a business collection because of space constraints.

No. But, there a c1700 Collect+ stores available to choose from on strike days. You can find your nearest one here.

Items should be presented in the same way as usual. All items (including Special Delivery) must be presented in a sealed bag with the sales order separate and taken to one of the c1700 Collect+ stores. The shopkeeper will scan the barcode on the sales order. Tracking will take place on items, as usual as they progress through the Royal Mail network. 

No. The Collect+ option is only available on days when strike action is taking place. Please revert to the drop off option you usually use on days when no strike action is taking place.


Tracking, In-flighting, Delivery Notifications and Delivery Preferences

Yes. Tracking will continue to operate as normal even in the event of industrial action. We will provide a link to the latest Information about service on our tracking web page and the RM App.

No. To avoid giving misleading information, we will be suspending the Estimated Delivery Window communications before, during and immediately after any industrial action.

Normal SMS/email notifications, updating customers on the progress of an item, will remain in place.

No. Delivery Office and Customer Service Points will be closed on days of strike action.

Customers can redirect items to a Post Office for Local Collect during industrial action.

Customer Service Points will be open the day after any industrial action. Customers should check their notifications for confirmation their item has been delivered there before going to the Customer Service point.

Local Collect can still be used as usual as an option for retailers and customers.

Receiving customers can request items are delivered to their local Post Office branch.

Post Offices will be open on days of strike action, but deliveries to them may be limited.

Customers should check their notifications for confirmation their items have been delivered to the Post Office before going there to collect it.

No. Customers will not be able to book a redelivery to take place on days of industrial action.

Customers can arrange to collect items from a Post Office branch but should check their notifications for confirmation their item has been delivered before attending to collect it.


Delivery

Significantly reduced resources mean we will not be able to deliver letters on days of industrial action (with the exception of Special Delivery letters).

We will deliver as many Special Delivery and Tracked 24 parcels as possible on days of industrial action.

No. On days of strike action Delivery Offices and Customer Service Points will be closed.

We will resume delivery of items the day after industrial action. You’ll only be able to collect items you have requested are delivered to a customer service point and had confirmation it is ready for delivery.

Deliveries on days of industrial action will be limited to Special Delivery and Tracked 24 items (including test kits and prescription medical items). All other items will be delivered in the days following industrial action and will be subject to delay.

Customers should expect delays to items posted just before, during or just after industrial action. Delays will vary according to the product or service used.

We want to have your service back to normal as quickly as possible after strike action.


Using Post Offices

Post Offices will be open and offering the usual range of services on days when strike action is taking place.

On all days of Royal Mail strike action, collections by Royal Mail from Post Offices will be limited. Customers should expect delays to items sent on strike days and on the days immediately after strike action.

Yes, but on all days of Royal Mail strike action, collections by Royal Mail from Post Offices will be limited. Customers should expect delays to items sent on strike days and on the days immediately after strike action.

Yes.  If you have a Royal Mail account and usually bring (sealed bags of) parcels and letters into a Post Office branch, you can continue to do that on days of strike action.

Please be aware that collections from Post Office branches will be limited on days of strike action so items are likely to be subject to some delay. 

On days of industrial action, Post Office branches may be unable to accept further drop offs of items if they have reached their safe storage capacity.

Customers therefore also have the option to drop their bags of parcels and letters at one of c1700 Collect+ stores.


Using Postboxes

Yes. You can continue to use Postboxes throughout industrial action.

Collections from Postboxes will be limited on days of industrial action and some delay to items should be expected.

Immediately following strike action, we will prioritise the delivery of critical Government mailings and healthcare letters.

We want to have your service back to normal as quickly as possible after strike action.

Collections from Postboxes will be limited on days of industrial action and some delay to items should be expected.

Immediately following strike action, we will prioritise the delivery of critical Government mailings and healthcare letters.

We want to have your service back to normal as quickly as possible after strike action.

Collections from Parcel boxes will be limited on days of industrial action and some delay to items should be expected.


Premium Products - Special Delivery

 We will continue to accept, prioritise and deliver as many Special Delivery items on days of industrial action as our resources allow.

However, contingency resources cannot fully replace the daily efforts of our frontline workforce and customers should expect delays to some Special Delivery items.

 We will continue to accept, prioritise and deliver as many Special Delivery items on days of industrial action as our resources allow.

However, contingency resources cannot fully replace the daily efforts of our frontline workforce and customers should expect delays to some Special Delivery items.

Special Delivery items will be prioritised the day after any industrial action. Customers should expect some Special Delivery items to be subject to delay if posted the day before, during or the days immediately following industrial action.

We will prioritise and deliver as many Special Delivery items as resources allow. We cannot however guarantee delivery by 9am or 1pm next day on items posted on Thursday 29 September, Friday 30 September and Saturday 1 October. We will suspend the delivery guarantee for this period. We will reinstate the guarantee for items posted from Monday 3 October.

We will prioritise and deliver as many Special Delivery items as resources allow. We cannot however guarantee delivery by 9am or 1pm next day, so we’re making changes to our delivery guarantee for items posted from Thursday 29 September, Friday 30 September and Saturday 1 October. Customers will not be able to claim for delays to items during this period. We will reinstate the guarantee for items posted from Monday 3 October.

Normal compensation for loss or damage will still apply for Special Delivery items during industrial action periods.

Collections and deliveries for our high value Special Delivery customers are performed by Cash In Transit drivers who work for Post Office. Strike action involving these drivers is expected to take place on Wednesday 28 September so collections and deliveries of these items on these days, will be limited.

On other days, we expect collections and deliveries of these items to happen as usual.


Premium Products - Tracked 24

We will continue to accept, prioritise and deliver as many Tracked 24 items on days of industrial action as our contingency resources allow.

However, contingency resources cannot fully replace the daily efforts of our frontline workforce and customers should expect delays to some Tracked 24 items.

We will continue to accept, prioritise and deliver as many Tracked 24 items on days of industrial action as our contingency resources allow.

However, contingency resources cannot fully replace the daily efforts of our frontline workforce and customers should expect delays to some Tracked 24 items.

Tracked 24 items will be prioritised for delivery the day after any industrial action. Customers should expect some Tracked 24 items to be subject to delay if posted the day before, during or the days immediately following industrial action.


Tracked 48 including T48 Returns

No. Contingency resources cannot fully replace the daily efforts of our frontline workforce, so we will not be collecting Tracked 48 items on the days of industrial action. We will be back collecting Tracked 48 items the day after industrial action.

We want to have your service back to normal as quickly as possible after strike action.

No. Contingency resources cannot fully replace the daily efforts of our frontline workforce, so we will not be delivering Tracked 48 items on the days of industrial action. We will be back delivering Tracked 48 items the day after industrial action.

We want to have your service back to normal as quickly as possible after strike action.

Customers should expect Tracked 48 items to be subject to delay if posted the day before, during or the days immediately following industrial action.

We want to have your service back to normal as quickly as possible after strike action.

Post Office branches will be open on days of industrial action. Customers will be able to access the usual services at Post Office branches.

Collections from Post Offices will be limited on days of industrial action so items being returned are likely to be subject to delay.

Customers should expect Tracked Return item to be subject to delay if returned via a Post Office the day before, during or the days immediately following industrial action.

No. Contingency resources cannot fully replace the daily efforts of our frontline workforce, so we will not be delivering Tracked Return items on the days of industrial action.

We will be back delivering Tracked Return items the next working day after industrial action finishes.


Parcel Collect

No. We'll not be able to operate our parcel collect service on days of industrial action.

Parcel collect services will resume the next working day after industrial action finishes.

Customers can return an item by taking it to a Post Office as they will remain open throughout any industrial action.

Collections from Post Offices will be limited and so customers should expect a delay to their items.


Untracked Standard Services – Royal Mail 24, Royal Mail 48, 1st Class, 2nd Class (including USO)

No. Contingency resources cannot fully replace the daily efforts of our frontline workforce, so we will not be collecting Royal Mail 24/Royal Mail 48 items on the days of industrial action. We will be back collecting Royal Mail 24/Royal Mail 48 items the day after industrial action.

No. Contingency resources cannot fully replace the daily efforts of our frontline workforce, so we will not be delivering Royal Mail 24/Royal Mail 48 items on the days of industrial action. We will be back delivering these items the day after industrial action.

Customers should expect Royal Mail 24 and Royal Mail 48 items to be subject to delay if posted the day before, during or the days immediately following industrial action.

We want to have your service back to normal as quickly as possible after strike action.

No. Contingency resources cannot fully replace the daily efforts of our frontline workforce, so we will not be collecting 1st Class/2nd Class items on the days of industrial action other than in limited collections from Post Offices and Postboxes.

We will be back collecting 1st Class/2nd Class items from business customers, Post Offices and Postboxes the next working day after industrial action finishes.

Customers should expect 1st Class items to be subject to delay if posted the day before, during or the days immediately following industrial action. Customers should expect delays to 2nd Class items if posted the day before, during or the days immediately following industrial action.

Customers should expect 1st Class and 2nd Class items to be subject to delay if posted the day before, during or the days immediately following industrial action.

No. Delivery confirmation should operate normally, although please do expect some delays to items being delivered if posted the day before, during or the days immediately following industrial action.


International Services

If you usually receive a business collection, our contingency resources cannot fully replace the daily efforts of our frontline workforce, so we will not be collecting international export items on days of industrial action other than via limited collections from Post Offices.

We will be back collecting international export items from business customers, the next working day after strike action finishes.

We will continue to export international items as usual through our international hubs during industrial action.

Whilst export processes will not be affected by this industrial action, items may be delayed in our UK network on the day before and during industrial action, before they reach our international hubs.

We’d advise customers to post early if possible and allow extra time for transit and delivery around days of industrial action.

There are no delays to items entering the UK through our international hubs.

Please expect some delays to items as they travel through our UK network, for items travelling during or in the days after industrial action.


Other Business Services

Unfortunately, we will not be delivering letter services on days when strike action is taking place. This includes Business Mail; Advertising Mail and Publishing Mail.

Items will be processed and delivered after strike action has finished. We want to have your service back to normal as quickly as possible after strike action.

We recommend advance posting of items with time sensitivity in the period before industrial action takes place (subscriptions, weeklies, promotional campaigns).

Unfortunately, we will not be delivering letter services on days when strike action is taking place. This includes Business Mail; Advertising Mail and Publishing Mail.

Items will be processed and delivered after strike action has finished. We want to have your service back to normal as quickly as possible after strike action.

We recommend advance posting of items with time sensitivity in the period before industrial action takes place (subscriptions, weeklies, promotional campaigns).

We recommend advance posting of items with time sensitivity in the period before industrial action takes place (subscriptions, weeklies, promotional campaigns).

Business redirections and diversions are part of our core delivery service and so will not operate on days of industrial action. Your business diversion will remain in place but please expect some delay to mail being redirected or diverted if posted shortly before, during or immediately after days of industrial action.

No. Early Extraction will not be available on days when industrial action is taking place. Services will resume the day after industrial action although volumes may differ to normal as we recover our services.

No. Timed Delivery services will not operate on days when industrial action is taking place. Services will resume the day after industrial action although volumes may differ to normal as we recover our services.

Yes. You can request a refund of the timed delivery fees for the days when strike action is taking place and we don’t provide your timed delivery service.

You can request a refund here.

No. On days of industrial action, none of our Customer Service Points will be open for customers to collect PO Box items.

Customer Service Points will be open the day after any industrial action, however there may be a delay to items being available to collect as we work to recover services.


Door-to-Door

If you have a booking which includes days of industrial action, we will not be delivering your items on those days.

As Door-to-Door is normally delivered throughout the week, we will endeavour to deliver all items in the week in question, however, in some instances a proportion may need to be delivered at the beginning of the following week.

Your items will still be delivered but there may be a delay as they will not be delivered on days of industrial action. We will deliver as much as possible in the week the items are due but there may some items delivered early the following week. If you are concerned about your booking you can cancel and rebook for a later week without penalty.

Your items will still be delivered but there may be a delay as they will not be delivered on days of industrial action. We will deliver as much as possible in the week the items are due but there may some items delivered early the following week. If you are concerned about your booking you can cancel and rebook for a later week without penalty.

All Door-to-Door items will be delivered. In weeks where there is industrial action, a small proportion may be delivered early in the following week which is inside the delivery window stated in our terms and conditions. However, in any instances where items are not delivered for any reason you will be entitled to compensation.

We’re asking all customers with contracts booked or handing over in weeks affected by industrial action to handover items at the earliest possible opportunity - even ahead of the normal handover window if items are available. We will notify customers affected about working with individual WBCs but in the meantime request that handovers are to be avoided on those dates.

We are happy to accept bookings in the weeks of industrial Action but please note that whilst we will endeavour to deliver all items during the week in questions some of your items may be delivered early in the week following industrial action.


Franking Machine Customers

Customers who usually get a business collection won’t get a collection on days of industrial action.

Customers who usually take smaller volumes of franked mail to a Post Office, can continue to do this on days of industrial action. 

Collections from Post Offices will be limited on days of industrial action so franking customers should expect a delay to their items if posted the day before, during or in the days immediately following industrial action.

Customers who choose to hold their mail on days of industrial action, until the next collection do not need to re-frank items. Royal Mail will not surcharge posting dates which are affected as a result of any industrial action.