Frequently asked questions
A lot of information is already published or freely available, so check first on Royal Mail Group's websites and in our Publication Scheme or consider if our Enquiries Helpline can answer your enquiry over the phone - this will usually be the quickest and cheapest way to find what you are looking for.
You can get hold of the information you need:
- from our branch offices
- by calling our customer help lines
- from our websites
or from our archives (for selected historical material)
Contact details and links for the above can be found in our contacts for information section. For access to information that isn't published or available from anywhere else, please see the Requesting Information section.
Contact details and links to help you find the information you're looking for:
Find contact details for information
Can't find the information you're looking for? These third party websites might help.
We've already published a huge amount of company information that's freely available. The quickest and cheapest ways to find what you're looking for are to check the Royal Mail Group websites, look through the Publication Scheme or see whether our customer help lines can help you. We've also listed some useful addresses, links and contacts which may help.
If the information you want isn't published or available from anywhere else, you can either email firstname.lastname@example.org , or simply write a letter to the Freedom of Information Unit at the following address:
Information Rights Team
(Freedom of Information Act)
Royal Mail Sheffield
Please clearly mark across the top of the letter and on the envelope that your letter is for the 'Freedom of Information Unit' - this will make sure it gets dealt with properly and quickly.
When writing to us, please:
- Make sure that you give a valid address for us to contact you (email or postal)
- Make your letter short, clear and, most importantly, give a reasonable description of the information you want. If your request is vague or too broad we might not be able to deal with it, or it could involve unnecessary cost
- If you would like somebody to telephone you to discuss the request, please include your telephone number
- If you have any general enquiries about the Freedom of Information Act, you can also email the FOI Unit at email@example.com
Royal Mail Group will reply to you within 20 working days, after receipt of your request. Please bear in mind that if you submit your request in the evening, at weekends or on a bank holiday then we won't receive it until the next working day. In some cases, we may need more time to consider whether or not the information should be provided. If this is the case we will advise you of the delay within 20 working days and will also let you know when you can expect a full reply.
Many requests will be answered free of charge. However, in some cases, if the request is particularly complicated or involves significant charges, then we may ask you to pay for some of the costs Royal Mail Group would incur (for example photocopying, or charges for retrieving information from storage). We will always advise you of this in advance, and ask if you still want to go ahead with the request.
You can ask for any information created or held by Royal Mail Group, as long as it's not already published or already available by some other means. In some cases, Royal Mail Group may not have the information you are looking for, or the information could be sensitive and not suitable for releasing to the public. For example, personal information about our employees or customers will usually be protected under the Data Protection Act. However, in this event we will notify you in writing and explain why the information can't be provided.
Please bear in mind that Royal Mail Group has nearly 151,000 employees and offices throughout the country. We do not have a central index of all information held in all facilities across the business, and consequently it is unlikely that we will be able to locate all information held on a broad category or topic. Therefore please provide as much information as possible to help us understand your requirements and to narrow down your request, for example, dates, locations and background details.
Please note, if it would cost Royal Mail Group more than £450 to find and locate the information you've asked for, we have a right to refuse your request.
Our Publication Scheme gives details of information already published by Royal Mail Group, and where it can be found. Other information is also published on our websites, or in leaflets available from Post Office® Branches. We've also listed some useful addresses, links and contacts which may help.
The Freedom of Information Act requires the release of any information on request unless the information is covered by a valid exemption. If all or part of the information you have asked for is withheld, Royal Mail Group will advise you of the exemption and why it applies, in line with our duty under the Act. You can find more information about FOI exemptions on the Information Commissioner's website at www.ico.gov.uk.
If information is withheld or if you don't get a satisfactory reply from Royal Mail Group for any other reason, you can appeal under the terms of the Freedom of Information Act. If you wish to do so please set out in writing your grounds of appeal and send them to:
Head of Information Governance
Royal Mail Group Ltd
100 Victoria Embankment
An internal panel will then review the decision, and you will be advised of the outcome. If you decide to appeal and are still not satisfied with our response you can also appeal to the Information Commissioner at:
Information Commissioner's Office
Please email the FOI Unit at firstname.lastname@example.org , or write to:
Freedom of Information Unit.
Royal Mail Sheffield
Requests for access to your own personal information are dealt with under the Data Protection Act rather than the Freedom of Information Act. Please write to:
Information Rights Team
(Data Protection Act)
Royal Mail Sheffield
Tel: 01142 414 217
No. Under the Freedom of Information Act, you do not have to explain why you want the information. However, the more background information you can give us the easier it will be for us to reply to your request and make sure that we have properly understood your requirements.
Registered Office Royal Mail Group Ltd, 100 Victoria Embankment, London, EC4Y 0HQ
© Royal Mail Group Limited 2013