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 independent advice about your rights as a consumer or how to progress a complaint, you can contact Citizens Advice Consumer Service if you live in Great Britain or the Consumer Council if you live in Northern Ireland. They offer practical advice via the telephone and online. Please be aware that Citizens Advice consumer service and the Consumer Council Northern Ireland cannot make a complaint on your behalf or provide advice on specific Royal Mail products and services.

Citizens Advice
Telephone: 03454 04 05 06
Welsh speaking customers: 03454 04 05 05

Consumer Council for Northern Ireland
Telephone: 0800 121 6022