How to complain
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.
If you have a complaint about Royal Mail, please contact the company direct:
- by post: Royal Mail Customer Service Centre, FREEPOST, PO Box 740, Glasgow, G22 6WW.
- by telephone: 08457 740740
- by email: contactus@royalmail.com
If your complaint is about a postal operator other than Royal Mail, please contact that operator direct. Follow the links below for contact details:
- Challenger Security Services (Admin).
- 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.
- Secure Mail Services Limited (formerly Special Mail Services Ltd).
- Secured Mail Limited.
- TNT Post UK Limited.
- UK Mail.
- Zip Mail Limited.
If you have already complained to your postal operator, but are dissatisfied with the response, you should get in touch with Postwatch, the independent watchdog for consumer services in the postal sector. You can contact Postwatch:
- by post: FREEPOST Postwatch
- by telephone: 08456 013265
- by email: info@postwatch.co.uk
- via its website: www.postwatch.co.uk (external website)
You should allow your postal operator 30 days to respond to your complaint before you contact Postwatch. If you are complaining about Royal Mail, you will need to supply Postwatch with a Royal Mail complaint reference number.
If, after taking your complaint to Postwatch, you are still not satisfied, you should seek independent legal advice. The government-funded Consumer Direct - www.consumerdirect.gov.uk (external website) - can provide further guidance.
- 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.
