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Complain to Royal Mail

UK postal service

Delivery

How to complain to Royal Mail

Royal Mail has no complaints email that we could find on its own site. Use its official online form instead.

Royal Mail ombudsman & regulator routes

Which ombudsman handles Royal Mail complaints?

Postal Redress Service (POSTRS). Once Royal Mail’s own complaints process is exhausted (after 90 days, or a final response from Royal Mail's Postal Review Panel), you can take your complaint there for free. Go to the ombudsman.

Can you complain to Ofcom about Royal Mail?

Not for individual disputes: Ofcom sets the rules for the sector but does not resolve personal complaints or award compensation. Complain to Royal Mail directly first and keep written records, then escalate to the Postal Redress Service (POSTRS) if it stays unresolved after 90 days, or a final response from Royal Mail's Postal Review Panel. You can still report Royal Mail to Ofcom to flag systemic problems, but that will not get your own money back.

Laws that protect you

Consumer Rights Act 2015

Delivery services must be performed with reasonable care and skill.

Section 49Section 52

Consumer Contracts Regulations 2013

Goods must be delivered within 30 days unless otherwise agreed.

Regulation 42

Tips for Royal Mail complaints

  • The retailer is responsible, not the courier - complain to the seller first
  • Take photos of damaged packaging before opening
  • Check 'safe place' instructions on your account
  • Request signature on delivery for valuable items
  • Keep tracking information and delivery notifications

If Royal Mail doesn't respond

  1. 1

    Retailer First

    No legal deadline: set yours in the letter

    Complain to the retailer who sold you the item: they’re legally responsible, not the courier

  2. 2

    Courier Directly

    If the retailer won’t help, contact the delivery company’s complaints team

  3. 3

    Section 75 / Chargeback

    Paid by credit card? Your card provider shares liability for purchases £100–£30,000

  4. 4

    Small Claims Court

    File a claim for undelivered goods via Money Claims Online

    Visit website

When you can escalate

After 90 days, or a final response from Royal Mail's Postal Review Panel, you can take it to the Postal Redress Service (POSTRS).

Frequently asked questions

The retailer is legally responsible under the Consumer Rights Act. Your contract is with the seller, not the delivery company. Always complain to the retailer first.

If the courier left your parcel without your consent and it was stolen, the retailer must refund or replace it. 'Safe place' instructions only apply if you explicitly authorised them.

If the estimated delivery date has passed, contact the retailer immediately. Under the Consumer Contracts Regulations, goods must be delivered within 30 days unless agreed otherwise.

We haven't found a complaints email address that Royal Mail publishes itself, so start from the complaints route on Royal Mail's own site: https://help.royalmail.com/personal/s/category/0TOTw00000019z2OAA/complaints-claims. Put "Formal complaint" at the top, with your account or order number, what went wrong, and the outcome you want. Keep a copy of what you send, or a note of the call with the date, so you have a paper trail. If Royal Mail won't sort it and is a member of the scheme, you can escalate free to the Postal Redress Service (POSTRS).

Royal Mail complaints can be escalated to the Postal Redress Service (POSTRS), free of charge, after 90 days, or a final response from Royal Mail's Postal Review Panel. Complain to Royal Mail directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on Royal Mail.

Not for an individual dispute: Ofcom regulates the industry but doesn't resolve personal complaints. Your route is to complain to Royal Mail in writing, then escalate to the Postal Redress Service (POSTRS) for a free, binding decision. You can still report Royal Mail to Ofcom to flag systemic problems.

Tools & guides for your Royal Mail complaint

Free calculators and explainers that strengthen the case you make to Royal Mail.

Further reading

Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.

Work at Royal Mail? Reply to complaints here.

Don't let Royal Mail ignore you

Read your Royal Mail letter first: it cites the law that applies, sets a deadline, and says what happens when it passes. No account until you want to keep the draft and track what they do next.

Start my Royal Mail complaintSign in

Free to draft • The letter is yours either way

Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Royal Mail or any of the companies listed on this site. Where an address is marked verified, we read it on Royal Mail’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Royal Mail. This page is for informational purposes only and does not constitute legal advice.