Our Business Customer Services team will take the details of your complaint. They will make every effort to investigate and resolve your complaint providing you with an appropriate response. If you are not happy with the reply you can escalate your case to the Business Escalation Team.
Our Business Escalation team is trained and experienced in dealing with escalated complaints. They will endeavour to address and resolve your concerns; however, if after allowing them another chance to try and deal with your complaint, you remain dissatisfied with their response, you can escalate to the final internal stage.
The Business Escalation team will let you know the team you should contact but it is strongly recommended that you work with the Business Services teams at Stage 1 and Stage 2 to resolve your issue. Our final internal stage depends on the product or service you have used:
Primarily where we have provided a product and service where there is a contract between you and Royal Mail and you remain unhappy with the responses you’ve received you can contact our Commercial Escalation Team.
If you are not satisfied after the Commercial Escalation team has provided you with a final response you may wish to seek external legal advice.
Where we have provided a product or service to you and there is no contract between you and Royal Mail you can contact the Postal Review Panel. A list of these products and services can be found here
Depending on the nature of the specific complaint, if you are not satisfied after the Postal Review Panel has provided you with a final response you may be referred to the independent Ombudsman style scheme, the Postal Redress Service (POSTRS). For further information please refer to POSTRS’s website www.cedr.com/postrs
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