How to Complain to Royal Mail
Step by step: where to complain, what to say, and where to go if Royal Mail does not put it right.
Consumer Protection UK is independent and is not connected to Royal Mail. This guide uses information published by Royal Mail and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where 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).
Use the contact or help section of the company’s own website to find the current complaints route. - If it is not resolved
- Postal Redress Service (POSTRS), run by CEDR
- 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.
- Checked
- 2 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Short guide: we could not read this company’s own complaints page, so we only list what we could confirm from the scheme’s official information. Check the company’s website for its current complaints route.
Good to know: The Postal Redress Service only covers certain Royal Mail products and services and cannot take Royal Mail Business account holders.
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.
Sources
- www.ofcom.org.uk/make-a-complaint/complain-about-postal-services/royal-mail
- www.cedr-assist.com/consumer/postrs/overview
- www.cedr-assist.com/consumer/postrs/make-a-complaint
- www.cedr-assist.com/consumer/postrs/help-guides
- www.citizensadvice.org.uk/consumer/post-and-parcels/damaged-lost-delayed-post-or-parcel