Postal Review Panel


About us

Royal Mail Customer Service’s aim is 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 impartially 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.

How we can help

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


How to contact us

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.

Online form

Please complete the online form

By post

Write to the following address: FREEPOST, Postal Review Panel.


Additional help

If you require information and advice about your rights as a consumer please contact Citizens Advice on 03454 04 05 06.  Please be aware that Citizens Advice cannot make a complaint on your behalf or provide advice on specific Royal Mail products and services.