Royal Mail customer service: How to complain if your post hasn’t been delivered

Prince Charles visits Royal Mail delivery office in Cirencester

Royal Mail services are struggling to keep up with delays caused by the Covid pandemic. Surging infections have badly hit the service, as carriers have either contracted the disease or made to self-isolate. Nearly 30 regions now no longer receive regular post, and some people will not have received packages or letters for some time.

How to complain if your post hasn’t been delivered

The first port of call for Royal Mail customers expecting a package which hasn’t arrived is their help centre.

The Royal Mail complaints page at postoffice.co.uk/contact-us-redirects people to personal.help.royalmail.com for questions about delays.

There, they can find a tab titled “My item hasn’t arrived yet, what should I do?”, which takes people through various reasons their package or letter has not arrived yet.

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If neither of these can provide adequate answers, they can write a complaint.

People will need to fill in a form with their details, including name, address and phone number.

They can then enter the nature of their grievance and send it off to customer response teams.

But as with the current postal service, complainants may encounter some delays.

A warning posted to the complaints page states customer service teams are on high demand.

They add while response may take “longer than usual”, they would endeavour to get back to people as soon as they can.

The warning states: “We’re keen to hear your feedback and constantly try to improve our service.

“Due to the coronavirus pandemic, our customer response teams are experiencing unprecedented demand and so it may take longer than normal for us to process your complaint.”

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“Please rest assured that we will get to it as soon as possible, and we take every complaint we receive seriously.”

People can also complain by post, but depending on the area this may be delayed too.

The Post Office complaint address is:

Royal Mail Customer Service Centre,

FREEPOST,

20 Turner Road,

St Rollox Retail and Business Park,

Glasgow

G21 1AA

The Royal Mail has released a selection of locations where it has identified issues with “exceptionally high volumes” of post.

Many of these lengthy delays also come as a direct result of coronavirus measures designed “to keep our people and customers safe.”

People in the following 28 areas may expect delays:

  • Ashford (TN23-TN27)
  • Barnsley (S70, S71, S72 and S75)
  • Basildon (SS13-SS16)
  • Bow (E3)
  • Bury St Edmunds (IP28-IP33)
  • Chelmsford (CM1-CM3)
  • Christchurch (BH23)
  • Daventry (NN11)
  • Debden (IG7-IG10)
  • Enfield (EN1-EN3)
  • Grays (RM16-RM20)
  • Hampton (TW12)
  • Highbury (N5)
  • Hornsey (N8)
  • Horsham (RH12, RH13)
  • Ilford (IG1-IG6)
  • Leeds City (LS1-LS5)
  • Lewisham (SE13)
  • Magherafelt (BT45, BT46)
  • Margate (CT7-CT9)
  • Rugeley (WS15)
  • Somerton (TA11)
  • South Ockendon (RM15)
  • South Woodford (E18)
  • Upper Holloway (N7)
  • Wandsworth (SW18)
  • Wellington (TA21)
  • Widnes (WA8)

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