Complain about postal services


Although we regulate the postal industry, we cannot investigate individual complaints about postal operators.

Any regulated postal operator must have a complaints procedure, published on its website.

Royal Mail

If you want to complain about Royal Mail, please contact it 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

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 service and you are still unhappy with Royal Mail's response, you should seek independent legal advice.

The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. 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, contact the manager responsible for complaints.

Parcelforce customer services – 08448 00 44 66

Post Office customer services – 08457 22 33 44

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