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How to Complain to Royal Mail
Per Ofcom, you first contact Royal Mail customer services (by phone, online or by post); if it cannot resolve the complaint you can escalate to the Postal Redress Service (POSTRS).
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Royal Mail
How to Complain
Per Ofcom, you first contact Royal Mail customer services (by phone, online or by post); if it cannot resolve the complaint you can escalate to the Postal Redress Service (POSTRS). source
When You Can Escalate
POSTRS: after a final response from Royal Mail's Postal Review Panel, or once 90 calendar days have passed since you raised a formal complaint. Citizens Advice also cites 90 days. Scheme: Postal Redress Service (POSTRS), run by CEDR. source
Who Is Responsible
Risk Stays with the Trader
Risk stays with the trader until the goods come into the physical possession of you or a person you nominate to receive them, so a lost or damaged parcel is usually the seller's problem (Consumer Rights Act 2015 s.29). source
If You Chose the Carrier
Exception: if you arranged the carrier yourself and the trader did not offer that carrier as an option, risk passes to you when the goods are handed to that carrier (s.29), though you may still have a claim against the carrier. source
Who to Contact First
For online and phone orders, Citizens Advice advises contacting the seller before the delivery company, as you will usually get a better result by asking the retailer for a refund or redelivery. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 30 daysDefault delivery time for goods bought from a traderWithout undue delay and within 30 days of the contract unless agreed otherwise
- 80 daysRoyal Mail claim for a lost or damaged UK itemWithin 80 days of posting date (Royal Mail loss policy); decision normally within 30 days
- 6 yearsLegal claim for goodsGenerally 6 years in England and Wales
Steps to Take
Step 1 of 5
Gather your evidence: order, account or booking number, dates, receipts, screenshots, emails and notes of calls.
Step 2 of 5
Complain to Royal Mail in writing using the route below, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
Step 3 of 5
Keep a record of every contact: dates, names and reference numbers. Use email or a form where you can, so you have proof.
Step 4 of 5
If you are not getting anywhere, ask for a final response in writing.
Step 5 of 5
If it is still not put right, take it to Postal Redress Service (POSTRS), run by CEDR.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. Most are free; court claims have fees.
Royal Mail Customer Service
Use the contact or help section of Royal Mail’s own website to find its current complaints route.
Postal Redress Service (POSTRS), Run by CEDR
Once Royal Mail has had its chance. See When You Can Escalate under Your Rights.
Your Card Provider
If you paid by card, Section 75 (credit card) or chargeback (debit card) may help.
Citizens Advice Consumer Service
Free advice. It can pass a report to Trading Standards.
Small Claims Court
A last resort if nothing else works. Citizens Advice explains when it is worth it.
Good to Know
Small things that make your complaint stronger.
The Postal Redress Service only covers certain Royal Mail products and services and cannot take Royal Mail Business account holders.
If you ordered from a shop or website, they are responsible until the goods are in your hands. Tell the seller as well as the courier.
Photograph damaged parcels and packaging before you open or throw anything away.
Keep your tracking number and proof of postage.
Consumer Protection UK is independent and is not connected to Royal Mail. This guide uses information published by Royal Mail and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/make-a-complaint/complain-about-postal-services/royal-mail Checked 2 October 2026
- cedr-assist.com/consumer/postrs/overview Checked 2 October 2026
- cedr-assist.com/consumer/postrs/make-a-complaint Checked 2 October 2026
- cedr-assist.com/consumer/postrs/help-guides Checked 2 October 2026
- citizensadvice.org.uk/consumer/post-and-parcels/damaged-lost-delayed-post-or-parcel Checked 2 October 2026
- legislation.gov.uk/ukpga/2015/15/section/29 Checked 12 October 2026