How to complain about Royal Mail or a parcel company (UK)

1. Complain to the delivery company first

If you bought goods, contact the seller first: the retailer is legally responsible for getting them to you. If you sent the item, or the problem is the delivery itself, complain to Royal Mail (03457 740 740) or the courier. Include: tracking number and proof of posting; date posted and service used; what went wrong: lost, damaged, late or the driver's conduct; photos of damage and packaging; what you want: compensation, redelivery or a refund.

2. How long to wait

Royal Mail's Postal Review Panel should reply within 30 days of an escalation. If Royal Mail takes longer than 90 days in total, you can go straight to POSTRS.

3. Escalate to POSTRS (Postal Redress Service)

Apply once you have Royal Mail's final response letter, or after 90 days. It is free. cedr-assist.com/consumer/postrs/overview

4. Escalate to Citizens Advice consumer helpline

0808 223 1133, Monday to Friday, 9am to 5pm. It is free. citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue

Who does not handle your complaint

Ofcom regulates post but cannot investigate individual complaints about parcel companies. For Royal Mail, POSTRS is the ADR service; other couriers have no ADR scheme, so court is the fallback.

Where to escalate and the time limits

Time limits run from the date shown in each row. Keep the final response or deadlock letter, because the ombudsman will ask for it.

Evidence to keep

Proof of posting or the order confirmation. Tracking history screenshots. Photos of the damaged item and packaging. Proof of value such as a receipt. The final response.

Also worth knowing

Royal Mail compensation claims for lost or damaged UK items must be made within 80 days of posting.

Guides and definitions

• Section 75 or chargeback: which should you use to get your money back? (Guide)
• Chargeback (A chargeback asks your card provider to reverse a debit or credit card payment under Visa, Mastercard or American Express rules, usually within about 120 days.)
• Ombudsman (An ombudsman is a free, independent body that settles complaints against companies or public bodies once the organisation has had its chance to put things right.)
• Section 75 (Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller for a single item costing over £100 and up to £30,000.)
• Deadlock letter (A deadlock letter is a company's written final answer to your complaint, which lets you go straight to the ombudsman instead of waiting the usual 8 weeks.)

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Complaints about something else

• Energy (gas and electricity) (UK)
• Broadband, landline and pay TV (UK)
• Mobile phone (UK)
• Bank, credit card or loan (UK)
• Insurance (UK)
• Pensions (UK)
• Investments or financial advice (UK)
• Flights and airlines (UK)
• Trains (UK)
• Online shopping or a shop (UK)
• Council services (UK)
• Housing association or council housing (UK)
• Private landlord or letting agent (England) (UK)
• NHS in England (UK)
• Water (England and Wales) (UK)

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Common questions