If you have a problem with a Royal Mail service, the first step is to complain to Royal Mail Customer Services.(Details)
If that gets you nowhere, the Royal Mail complaints process states that you next go to the Royal Mail’s Postal Review Panel, who claim to be “an independent review panel that will take a fresh look at your complaint” and respond within 30 days.
One of our team has had cause to complain to the panel, and 33 days after that complaint, is still waiting to hear back.
We’d be really interested to hear from anyone who’s taken their complaint to the Postal Review Panel, or on to the next step, the Independent Postal Redress scheme.
Did the process work for you? Any experiences, good or bad? Please add your comments below…
Absolutely useless and ridiculous complaints process, they still keep losing my mail.
I wrote to Royal Mail complaining about track and trace service. I was sent a book of stamps! I wrote to postalreview@royalmail’, again apology but no further offer. I have now requested a ‘deadlock notice’ in order to proceed to POSTRS. Watch this space.
Anything but impartial and independent. Throughout their ‘investigation’ of my complaint they did not contact me once. Their response was basically a one paragraph letter that simply backed up Royal Mail’s prior responses. A complete waste of time but one that you have no choice to go through in order to get to the next stage, whatever that it. Their letter did not mention any options for a next stage if disatisfied with the response. Apparently they think their response should be the end of it.
I’m getting no where with Royal Mail.they delivered a parcel to my door step n left it there.it was paid to be tracked and signed for.The postman left it at are front door n signed it himself.i didn’t get my parcel.now they won’t pay even thou they said it was the fault of him.
I BOUGHT A 12 BOOK OF STAMPS FROM A REPUTABLE POST OFFICE IN BIRMINGHAM I USED 1 STAMP AND SENT THE OTHER 11 STAMPS FOR SWAP FOR NEW I HAVE SINCE RECIVED NOTIFICATION THAT I DID NOT BUY FROM A REPUTABLE POST OFFICE WHEN I DID AND THAT THEY WOULDNT BE EXCHANGED .I AM DISGUSTED AT THE POST OFFICE FOR NOT ALLOWING ME TO EXCHANGE WHEN SOLD BY AS I MENTIONED FROM A REPUTABLE POST OFFICE .IF THIS THE WAY I AM BEING TREATED THEN ALL I CAN SAY IS THAT ROYAL MAIL ARE THIIEVES AND AM CONSIDERING TAKING THEM TO COURT FOR COMPENSATION .BUT WILL GIVE LAST CHANCE TO SETTLE OUT OF COURT .