They are definitely worth a try if you are stuck and getting nowhere with your claim.. Please be assured that we will now investigate the matter and a full reply will follow once our enquiries have been completed. After a month of emails backwards and forwards, and that company hoping I would give up and go away, in desperation I contacted Resolver.
How to complain about Royal Mail customer service
In addition, Resolver will help you record all calls and correspondence you make via our app and website. Plus, we will help you gather all your information into a case file should you wish to escalate your Royal Mail complaint.
Chadina SK via facebook. The delivery driver lied about the circumstances of the delivery to me. When I said I could send them photographic proof of the lies they would not listen. Resolver forwarded my proof to the couriers and they accepted responsibility.
It's a shame we need services like Resolver but boy do we need them. Simon P via facebook. I contacted Resolver when a courier company had lost my parcel and failed to compensate me for my loss even when I had taken out their insurance.
The issue went on for two months until I contacted Resolver and then within days the company offered me full payment for my lost parcel. Thomas B via facebook.
I had a refund from a delivery company after Resolver got involved In our case, we next received a letter that completely failed to address the complaint. We phoned, but were only able to get a new note added to our complaint. In the end, we wrote a further four letters, and received three unhelpful replies. We finally received a response from a Royal Mail Customer Services Manager, plus a "goodwill payment", which did not cover the refund requested.
If you can't get your complaint resolved with Customer Services, you then start to follow the formal complaints process, as outlined on the Royal Mail Complaints Process site. They're part of the Royal Mail, but claim to take a "fresh and impartial" look at the complaint, before giving a final judgement.
You can raise your complaints online: Link to Postal Review Panel , or by posting a letter to:. You should get a response "within 30 days", and you must have a complaint reference number e. We tried the online method, where you fill in a form outlining the complaint in one box and the resolution you expect in a second box.
Make sure you keep a copy of what you've sent. After submitting our complaint, we got the following: Please be assured that we will now investigate the matter and a full reply will follow once our enquiries have been completed. In our case, the Royal Mail Postal Review Panel failed to respond within their 30 day period, despite being chased. This allowed us to escalate the complaint to the regulator, PostComm.
More of this later. Frustratingly, local post offices appear to be unable to send mail to the supplied Freepost address, as there is no postcode. If you want to send your complaint by Recorded Delivery, we've managed to obtain this address:. You can find full details of how to escalate your complaint to the Postal Redress Service here: Provided that you have attempted to follow Royal Mail's complaints procedure, and have had no luck from the Postal Review Panel, you may apply for your complaint to be reviewed by the Postal Redress Service.
We did this in March , and received a ruling in May Filing a complaint is straightforward. You can download a form, or apply online. We went for the online option, which then required us to submit our evidence to them. Royal Mail are then allowed to enter their defence. A copy of their defence was sent to us, and we were offered the chance to respond. An Adjudicator was then appointed, and we received a final ruling some four weeks later. In our case, the ruling was that Royal Mail "failed to address the Customer's complaint appropriately on a number of occasions", and our claim succeeded in part.
How to contact Royal Mail complaints. We strive to give you a reliable service, but if something goes wrong you can complain to us and give your feedback here. * * * * *.. If you have a reference number and want to check where your item is, please use Track your item. Email. How to contact Royal Mail complaints. We strive to give you a reliable service, but if something goes wrong you can complain to us and give your feedback here. If you are already registered on reasonarchivessx.cf, please enter your details here: *Indicates a required field. Your login details will be sent across a secure connection.