Postal Review Panel

The Postal Review Panel is the final stage in the Royal Mail internal complaint handling process and is primarily for customers who have purchased a product or service which has not been provided under a contract. A list of these products and services can be found here:

DUSP 1.10.1(a) (PDF)


How the Postal Review panel can help

Sitting outside of the Royal Mail Customer Services team,  the Postal Review Panel is readily accessible to those customers who are unhappy with either the way their complaint has been handled or with the responses they have received.  The Postal Review Panel will undertake e a complete review of the case, taking into account:

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

The Postal Review Panel will:

  • Provide customers with  reassurance their 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 the Postal Review Panel

Customers unhappy with the way their complaint has been dealt with can contact the Postal Review Panel quoting their Royal Mail reference number and the reason for their dissatisfaction,

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.