Postal Service Act 2000
Non-contract products and services
Due to the current coronavirus situation, we’ve made the following changes:
Temporary change to postal arrangements on Saturdays
From 2 May we will temporarily no longer deliver letters on a Saturday, except for Special Delivery Guaranteed, and 1st and 2nd Class Signed For services. We will continue to provide a letter delivery service from Monday to Friday as normal. Accordingly, during this temporary period, Saturday will not be considered a ‘working day’ for all letters except for Special Delivery Guaranteed and 1st and 2nd Class Signed For.
Longer retention periods in Customer Service Points
To give you longer to collect or have your item redelivered, from Monday 6 April we have temporarily extended the retention period to 30 calendar days before items are returned to sender.
This applies to the following:
- Items we’ve left a ‘Something for You’ card
- Items that have a ‘Surcharge to Pay’
- Items that have a ‘Customs Charge to Pay’
- Local Collect items where the parcel is addressed to the Customer Service Point
Special Delivery Guaranteed by 9am
We will no longer guarantee deliveries by 9.00am the next working day for items posted from Tuesday 31 March 2020 onwards. From this date we will instead guarantee deliveries by 12.00pm. As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 9.00am service that are delivered between 9.00am and 12.00pm, from that date.
Special Delivery Guaranteed by 1pm
We will no longer guarantee deliveries by 1.00pm the next working day for items posted from Tuesday 31 March 2020 onwards. From this date we will instead guarantee deliveries by 9.00pm. As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1.00pm service that are delivered between 1.00pm and 9.00pm, from that date.
For items posted from Thursday 19 March 2020 up to and including Monday 30 March 2020 a guarantee will not be offered. As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1.00pm service during this period.
All Signature services
We’ve put in place a temporary procedure for those services where we would normally capture a recipient’s signature on delivery in the UK. For items delivered on or after Saturday 14th March 2020, our postmen and women will not request a signature but will capture the recipient’s name and will ensure they take in the item. You can still check that we have obtained confirmation of delivery and who we delivered to by tracking your parcel at www.royalmail.com/track-your-item (where you may see a special code, ‘XP1’ instead of signature). As a result, we will not consider refunds or compensation requests for not capturing a signature for items delivered on or after Saturday 14 March 2020 and until further notice.
Certain Royal Mail products or services have the charges, terms and conditions detailed in documents called ‘Schemes’. These Schemes are published under the Postal Services Act 2000 and mean that it is not necessary for Royal Mail to have individual contracts with each and every customer purchasing these products or using these services.
The Schemes in the London, Edinburgh and Belfast Gazettes are the official versions and Royal Mail cannot be held responsible for any errors or omissions in the consolidated versions made available here.
These Schemes have been amended and updated a number of times since they were first published and the original Schemes and all the amendments are published in the official journals, the London, Edinburgh and Belfast Gazettes which are available from HMSO or www.gazettes-online.co.uk
The schemes that are applicable from 24 September are new schemes. The others are versions that have consolidated all of the amendments (as have been made from time to time) with the original 2001 schemes. We make them available to you to download here as PDF files.
Occasionally it is necessary for Royal Mail to make changes to our postal schemes, when doing so we seek the views of interested stakeholders regarding our proposed new postal schemes before we finalise the wording. Please visit www.royalmailgroup.com/regulation/consultations for more information on our schemes consultations.
- UK Post Scheme (pdf, 596.5 KB) - Last updated 27 April 2020
- Overseas Post Scheme (pdf, 442.41 KB) - Last updated 1 July 2020
- Franking Post Scheme (pdf, 123.11 KB) - Last updated 25 May 2018