Complain about postal services


Although it is our role to regulate the postal industry, we are unable to investigate individual complaints about postal operators.

Any regulated postal operator providing regulated postal services must have a complaints procedure, published on its website. See below for more details.


Royal Mail

If you have a complaint about Royal Mail, please contact the company directly:

Royal Mail Customer Service Centre, FREEPOST,  20 Turner Road, St Rollox Retail and Business Park, Glasgow. G21 1AA

Tel: 03457 740 740 (textphone 0846 000606)

Royal Mail Customer Services

Royal Mail's complaints procedure can be found here.

If your complaint cannot be resolved, the operator can issue a ‘deadlock' notice that will allow you to ask the Independent Postal Redress scheme to investigate your case.

The scheme can only investigate complaints about Royal Mail's regulated postal services. If your complaint is about a non regulated postal service and you remain dissatisfied with Royal Mail's response, you should seek independent legal advice.

For independent advice or guidance, you can contact the Citizens Advice consumer service. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. You can contact the Citizens Advice consumer service by telephone on 03454 04 05 06 or via its website.


Parcelforce and Post Office Limited

We don't regulate Parcelforce and Post Office Limited. If you have a complaint about either company you should contact the manager responsible for complaints within the operating company.

Parcelforce customer services - 08448 00 44 66

Post Office customer services - 08457 22 33 44

For independent advice or guidance, you can contact the Citizens Advice consumer service. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. You can contact the Citizens Advice consumer service by telephone on 03454 04 05 06 or via its website.


Other postal operators

If your complaint is about an operator other than Royal Mail, please contact the manager responsible for complaints within the operating company.

If your complaint cannot be resolved, the operator can issue a ‘deadlock' notice that will allow you to ask the Independent Postal Redress scheme to investigate your case.

The scheme can only investigate complaints about regulated products and services provided by regulated postal providers. If your complaint is about a non regulated product and you remain dissatisfied with the regulated operators' response to your complaint, you should seek independent legal advice.

For independent advice or guidance, you can contact the Citizens Advice consumer service. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. You can contact the Citizens Advice consumer service by telephone on 03454 04 05 06 or via its website.