Royal Mail and Postal Complaints

ComplaintsLast reviewed: 1 April 20255 min

Lost or damaged post is frustrating, but Royal Mail and other postal operators have claims and complaints processes. Royal Mail is subject to Ofcom's postal regulation, and unresolved complaints can be referred to an Ofcom-approved postal ADR scheme. Understanding what compensation you can claim and how to claim it efficiently saves time.

Key points

  • Royal Mail offers compensation for lost or damaged post — the amount depends on the service used.
  • Claims for lost post must normally be made within 3 months of the expected delivery date.
  • Unresolved Royal Mail complaints can be referred to the postal sector ADR scheme approved by Ofcom.
  • Ofcom regulates postal services and can investigate Royal Mail for systemic service failures.

Claiming Compensation from Royal Mail

Royal Mail provides compensation for lost, damaged, or delayed post, but the amounts depend on the service used:

  • First and Second Class: Compensation for loss is limited to the stamp price plus the value of the item, up to a maximum (typically £20 for 1st Class, and the stamp price for 2nd Class). For valuable items, you need to use a Signed For or Special Delivery service.
  • Signed For: Up to £50 compensation for loss or damage.
  • Special Delivery: Up to £750 (or £2,500 with enhanced cover) for loss or damage, plus delay compensation if it does not arrive by the guaranteed time.

Claim online at royalmail.com or by post. You will need proof of posting, evidence of the item's value, and details of the service used. Claims for loss must be submitted within 3 months of the expected delivery date.

Escalating Postal Complaints

If Royal Mail rejects your claim or fails to respond within 30 days, you can refer your complaint to the postal ADR scheme. Royal Mail's approved scheme is CISAS (Communications and Internet Services Adjudication Scheme), also approved by Ofcom for postal complaints.

Other postal operators (such as Parcelforce, DPD, or Evri) may belong to different ADR schemes. Check the operator's website or terms for their scheme details. The Parcel Industry's Resolver tool can help log and escalate parcel complaints across multiple operators.

For systemic postal service failures — such as chronic missed delivery attempts or persistent delays in an area — report to Ofcom. Ofcom can investigate Royal Mail's compliance with its universal service obligation and its postal licences.

Complaints About Private Couriers

Private courier companies (Evri, DPD, DHL, Parcelforce, etc.) are not subject to the same universal service obligations as Royal Mail. Their complaint processes and compensation schemes vary. Key points:

  • Your contract is often with the retailer or sender, not the courier — contact the sender first for missing parcels
  • If you booked directly with the courier, use their claims process and escalate to their ADR scheme if unresolved
  • Citizens Advice's consumer service can help with courier disputes
  • Resolver (resolver.co.uk) provides a free tool for escalating parcel complaints efficiently

Frequently asked questions

Royal Mail says my parcel was delivered but I did not receive it — what can I do?
If Royal Mail claims to have delivered an item but you have not received it, ask for the proof of delivery — particularly for Signed For or Special Delivery items. If the signature or photo is not yours, this is grounds for a claim. For standard post without proof, raise a formal complaint. Neighbours sometimes receive items — check whether a card was left before claiming.
I sent an item that arrived damaged — who is responsible?
If the damage occurred in transit and you can demonstrate the item was packaged appropriately, Royal Mail (or the courier) is responsible. Keep the damaged packaging and document the damage with photographs. Claims must normally be submitted within 30 days of receipt for damaged items.
Does the Post Office deal with Royal Mail complaints?
The Post Office and Royal Mail are separate companies. The Post Office sells stamps and posting services on behalf of Royal Mail, but complaints about delivery, lost post, and compensation must be made directly to Royal Mail — not to the Post Office.

What to do next

  1. 1
    Make a claim to Royal Mail

    Online claims form for lost, damaged, or delayed post.

  2. 2
    Escalate to CISAS

    Independent postal complaint resolution approved by Ofcom.

  3. 3
    Report postal service failures to Ofcom

    Ofcom's consumer complaint reporting.

Official bodies and resources

Office of Communications

Regulator

Regulates UK communications industries including telecoms, broadband, TV, radio, and postal services.

Visit website0300 123 3333

Citizens Advice

Charity

Provides free, confidential, and independent advice on a wide range of issues including benefits, housing, debt, and employment.

Visit website0800 144 8848

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Disclaimer

This information is for general guidance only and does not constitute legal advice. You should seek qualified legal help if your situation requires it.