How to Complain to Post Office
Step by step: where to complain, what to say, and where to go if Post Office does not put it right.
Consumer Protection UK is independent and is not connected to Post Office. This guide uses information published by Post Office and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Post Office official complaints page (opens in a new tab)
Post Office says its online complaints form covers branch issues such as opening hours, wait times, accessibility or staff conduct. It says a reply may take 5 to 15 working days, and that complaints about specific products, such as posting or banking, should go through the relevant product support pages. - If it is not resolved
- We could not confirm a general ombudsman or ADR scheme for Post Office from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses and whether it will take part, and contact the Citizens Advice consumer service.
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: The pages fetched do not mention the Postal Redress Service or any other ADR scheme. The Postal Redress Service's own companies-covered page lists only Royal Mail.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, 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.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- 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.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.