Making a complaint about a postal operator

Postcomm was set up by Parliament in 2000 to regulate the postal industry, but we cannot investigate individual complaints. Our role is to ensure that Royal Mail provides the universal postal service: the ‘one price goes anywhere’ collection and delivery of mail each working day.

Royal Mail complaint:

If you have a complaint about Royal Mail, please contact the company direct:

• by telephone: 08457 740 740 (textphone 0846000606)
• via its website: www.royalmail.com/customerservice
• by email: contactus@royalmail.com
• by post: Royal Mail Customer Service Centre, FREEPOST, 20 Turner Road, St Rollox Retail and Business Park, Glasgow, G21 1AA.

Other postal operators:

If your complaint is about a postal operator other than Royal Mail, please contact that operator direct. Follow the links below for contact details:   

• City Link Post (trading name of Target Express Parcels Limited). 
• CMS (trading name of Royale Research Ltd).
• Citipost AMP Limited (formerly Alternative Mail and Parcels Ltd).
• DHL Express (formerly Securicor Omega Express).
• DHL Global Mail (UK) Limited.
• Document Outsourcing Limited.
• DX Network Services Limited.
• FedEx UK Ltd (formerly ANC Limited).
• Intercity Communications Limited.
• LDS Cambridge Limited.  
• Lynx Mail (trading name of Red Star Parcels Limited).
• The Mailing House Group (trading as Northern Mail).
• Peoplepost Limited.
• Post 123 (trading name of Mr Aaron Leitner).   
• Racer Consultancy Management services.
• Scotpost (trading name of Mr Wesley Pollock).
• Secure Mail Services Limited (formerly Special Mail Services Ltd).
• Secured Mail Limited.
• TNT Post UK Limited.
• UK Mail.
• Zip Mail Limited.

If you are not satisfied with the response you receive from the licensed postal operator about your complaint you should ask to escalate your complaint to a manager responsible for complaints. 

Further assistance:

For independent advice or guidance contact Consumer Direct.  Consumer Direct is a government service for clear, practical and impartial consumer advice.  Consumer Direct can let customers know how to progress a complaint if you are dissatisfied with the company’s response.  You can contact Consumer Direct:

• by telephone: 08454 04 05 06
• via its website: www.consumerdirect.gov.uk

If your complaint cannot be resolved to your satisfaction, the licensed postal operator can issue a ‘deadlock’ notice that will allow you to ask the independent postal redress scheme to investigate your case.  The independent postal redress scheme will only investigate complaints about products and services provided by postal providers under their operating licence.  Although this scheme is not operational until 1 October 2008, it will be able to accept cases that have reached deadlock before this date.

If your complaint is about a non licensed product and you remain dissatisfied with the licensed postal operators response to your complaint you should seek independent legal advice. Consumer Direct can provide further guidance.

Further information:

• Postcomm's series of downloadable factsheets on key issues in the mail market includes a brief guide to making a complaint about your postal services provider.
• If you are making a request for information under the Freedom of Information Act, please see guidance on the Information legislation page in the Legal framework section of the site.