Complaints procedure royal mail

Royal Mail has a complaints procedure in place to handle customer complaints in a fair and efficient manner. Here are the steps to follow:

Step 1: Contact Royal Mail

• You can contact Royal Mail by phone on 03457 740 740 (Monday to Friday, 8am to 6pm) or by email at [email protected].
• You can also visit your local post office or Royal Mail Customer Service Centre.

Step 2: Provide Details of Your Complaint

• When you contact Royal Mail, please provide as much detail as possible about your complaint, including:
  • Your name and address
  • The date and time of the incident
  • A description of what happened
  • Any relevant reference numbers (e.g. tracking numbers)

Step 3: Initial Response

• Royal Mail will respond to your complaint within 3 working days. The initial response will acknowledge your complaint and provide a reference number.

Step 4: Investigation

• Royal Mail will investigate your complaint and may ask for additional information or evidence. The investigation may take up to 10 working days.

Step 5: Resolution

• Once the investigation is complete, Royal Mail will respond to you with a resolution to your complaint. This may include:
  • A refund or compensation
  • A replacement or repair of the item
  • An apology and explanation of what went wrong

Step 6: Escalation

• If you are not satisfied with the resolution, you can escalate your complaint to the Royal Mail Customer Service Manager. You can do this by:
  • Phone: 03457 740 740 (Monday to Friday, 8am to 6pm)
  • Email: [email protected]
  • Post: Royal Mail Customer Service Manager, PO Box 179, Belfast, BT1 6LH

Step 7: Final Response

• The Customer Service Manager will investigate your complaint and respond to you with a final resolution. This may include a review of the original decision or a new investigation.

Additional Information

• Royal Mail's complaints procedure is governed by the Postal Services Act 2000 and the Consumer Protection (Distance Selling) Regulations 2000.
• You can also contact the Royal Mail Customer Service Manager if you have a complaint about a specific product or service, such as a postal service or a product sold by Royal Mail.

Remember to keep a record of your complaint, including the date and time of your contacts with Royal Mail, and any reference numbers or correspondence.