Complain about postal services


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

All postal operators must have in place a complaints procedure. 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 ROYAL MAIL CUSTOMER SERVICES.

Tel: 03457 740 740 (textphone 0846 000606)

Royal Mail Customer Services

Royal Mail's complaints procedure can be found on the Royal Mail website.

If your complaint cannot be resolved, you can ask the Independent Postal Redress scheme (POSTRS) to investigate your case. POSTRS is the alternative dispute resolution (ADR) body for postal matters. More information is available  on our ADR page.

The scheme can only investigate complaints about certain Royal Mail postal services.

If your complaint isn't covered by ADR, 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.

Other postal operators

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

If 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.

Post Office Limited

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

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.