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.
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)
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.
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.
If they cannot resolve your complaint, they 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 unhappy with the regulated operators' response to your complaint, you should seek independent legal advice.