Royal Mail Customer Service aims to provide all customers with an appropriate level of assistance and support especially when things go wrong. However, if at anytime during that process you find that you are unhappy with the way your enquiry or complaint is being dealt with or with the response you have received then you have the option of contacting the Postal Review Panel.

The Postal Review Panel is a ‘ring fenced’ team that sits outside of Royal Mail Customer Services and is empowered to independently review complaints from customers who’ve used a Royal Mail service. The panel is readily accessible to all who have need of its services and can choose to recommend or endorse payments/settlements based on the outcome of case reviews.

 

The Postal Review Panel will take an unprejudiced and impartial view of your case and will consider it in context of the following:

• Customer evidence
• Royal Mail evidence
• The handling of the case in line with policies and processes

By contacting the Postal Review Panel we will:

• Provide you with reassurance that your complaint will be dealt with thoroughly
• Be open, honest and straightforward in all dealings
• Ensure that decisions and recommendations result in fair and appropriate outcomes 
• Act as the final response on behalf of Royal Mail

 

If you are unhappy with the way your complaint has been dealt with please contact us quoting your Royal Mail reference number and the reason why you are dissatisfied. We will review your case and provide a final response on behalf of Royal Mail.

For your convenience, you can contact us online or by post to the following address: FREEPOST, Postal Review Panel.

  If you require information and advice about your rights as a consumer please contact Consumer Direct on 08454 04 05 06. Please be aware that Consumer Direct cannot make a complaint on your behalf or provide advice on specific Royal Mail products and services.