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RM

United Kingdom Postal & parcels

Royal Mail customer service and complaints

Letters and parcels across the UK

Provisional entry Checked 3 Nov 2026 Royal Mail Group Limited
03457 740 740 Support site

Royal Mail delivers letters and parcels across the UK and is the main postal operator covered by Ofcom's postal complaints rules. Complaints go to Royal Mail first, then to its Postal Review Panel, and can finally be referred to the independent POSTRS adjudication scheme.

Step one

Ways to contact Royal Mail

Customer service Primary

03457 740 740

Ofcom lists this as the number for Royal Mail complaints.

Call

Write to Royal Mail

Royal Mail Customer Service Centre, FREEPOST ROYAL MAIL CUSTOMER SERVICES

Address as published by Ofcom. Include your name, address, phone, email and full details.

Open

Complaint escalation form

Royal Mail escalation form

Use this if an existing complaint is not resolved.

Open

Postal Review Panel

postalreview@royalmail.com

Royal Mail's final internal review. Also reachable by online form or FREEPOST.

Email

POSTRS adjudication scheme

POSTRS (run by CEDR)

Independent, Ofcom-approved dispute resolution for eligible Royal Mail complaints.

Open

POSTRS

020 7520 3766

Mon-Fri 9am-5pm

Number published by Citizens Advice. Email: postrs@cedr.com

Call

Step two

How to complain about Royal Mail

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Contact Royal Mail

    As soon as the problem happens

    Call 03457 740 740, use the online form or write to the Customer Service Centre. Say what went wrong, the dates, tracking or reference numbers and what you want Royal Mail to do.

    Note the date, the adviser and any reference number you are given.

    Keep receipts, proof of postage and photos of any damage.

  2. 2

    Stage 2

    Make it a formal complaint

    Same day as step 1

    Ask for your complaint to be logged formally and get a written reference. A lost, delayed or damaged item can also be the subject of a separate compensation claim.

    Ask for written acknowledgement.

    Making a complaint does not automatically give you compensation. Claim it separately.

  3. 3

    Stage 3

    Escalate inside Royal Mail

    When the first reply is unsatisfactory

    If the first reply does not solve the problem, ask for the complaint to be escalated and use the complaint escalation form on the Royal Mail website.

    Quote your complaint reference and say why the response is not enough.

    Keep everything in writing so the history is clear.

  4. 4

    Stage 4

    Ask the Postal Review Panel

    Typically within 30 days

    The Postal Review Panel is part of Royal Mail but reviews unresolved complaints separately. Contact it by online form, by email to postalreview@royalmail.com or by FREEPOST. Citizens Advice says it should reply within 30 days.

    Ask for a final response in writing.

    You will need the Panel's final response for most POSTRS referrals.

  5. 5

    Stage 5

    Refer it to POSTRS

    After the final response, or after 90 days

    POSTRS is the independent adjudication scheme for postal complaints. You can usually go to it after the Panel's final response. Citizens Advice says you can also go straight there if Royal Mail takes longer than 90 days or has not followed its complaints procedure.

    Check POSTRS eligibility before applying. Items posted outside the UK may only be investigated for the sender.

    The service is free for consumers.

Questions

Royal Mail FAQ

How do I complain to Royal Mail?

Call 03457 740 740, use the online complaint form on the Royal Mail website, or write to Royal Mail Customer Service Centre, FREEPOST ROYAL MAIL CUSTOMER SERVICES. Include dates, tracking numbers and what you want to happen.

What is the Postal Review Panel?

It is Royal Mail's final internal review stage. It is part of Royal Mail but looks at unresolved complaints separately. Contact it through the online form, by email to postalreview@royalmail.com or by FREEPOST.

What is POSTRS?

POSTRS (Postal Redress Service) is the independent, Ofcom-approved dispute resolution scheme for eligible postal complaints, run by CEDR. It is free for consumers and can look at your case if Royal Mail has not settled it.

Can I go to POSTRS without the Postal Review Panel?

Citizens Advice says you can go straight to POSTRS if Royal Mail takes longer than 90 days to resolve the complaint or has not followed its complaints procedure. Otherwise you will normally need a final response from the Panel first.

Does Ofcom handle individual Royal Mail complaints?

Ofcom's guidance tells people to contact Royal Mail directly first and, if the complaint cannot be resolved, to ask POSTRS to investigate. Ofcom regulates the sector but does not resolve individual cases.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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03457 740 740 Steps