You can find full details of how to escalate your complaint to the Postal Redress Service here: I can't work out what I should do next. If you have a problem with a courier service, such as Yodel, Hermes or DPD, you should complain to them directly.
It transpires that the Royal Mail P. O Box team failed to inform the local delivery office of the correct address to direct mail to, resulting in the loss of mail for several months. Our story documents our experience of following the Royal Mail Complaints Procedure, and is intended to offer guidance on how to complain to Royal Mail. Give your details politely to the member of call centre staff, then get a complaint number.
This will look like this: From our experience, call centre staff are not able to resolve issues, just log them for someone else to address. 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.
Unfortunately, the service that Royal Mail failed to provide was deemed to be outside the scope of the Postal Redress Service, and they could not take action against Royal Mail to recover a refund for us. They did rule that Royal Mail should offer an apology and make a compensation payment for "stress, anxiety and inconvenience". We didn't want to waste the court's time, so before we started legal action against Royal Mail, we tried one last attempt to get some sense from Royal Mail.
We got no reply, and the letter was forwarded to the Postal Review Panel. Given Royal Mail had over , complaints in the first 3 months of , We're guessing that's why Moya Greene doesn't get involved. This sounds drastic, but it's fairly straightforward. Before you do this, you need to write to Royal Mail to let them know you're looking to sue them. By doing this, you are demonstrating that you have tried one last time to resolve the matter before going to court.
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