Generate a structured complaint letter to Royal Mail based on your timeline, reference numbers and evidence. Clear, firm, and ready to send.
Tip: receipts, screenshots, order numbers, account references, and chat/call notes help — but you can still complain effectively without them.
If you do not get a satisfactory response, you can escalate. The right route depends on the sector and whether the firm uses an ADR/ombudsman scheme.
Your letter should request a written response and set a reasonable deadline.
Use this page to prepare a clear, structured complaint to Royal Mail. The aim is to explain what happened, what you want resolved, and the evidence supporting your position.
Typical themes include: Parcel not delivered, Lost item, Damaged parcel, Late delivery, Compensation claim. Keep your complaint focused on the main issue and avoid unrelated grievances.
For many postal services, the sender holds the contract with Royal Mail and may need to initiate compensation claims. If you are the recipient, you may need to contact the sender as well.
Evidence: Tracking number, proof of postage, delivery confirmation, photos (damage/location), item value evidence, and correspondence.
Compensation levels depend on the service purchased and the terms of that service.
Referring calmly to the terms of the specific service used can strengthen your complaint.
Expected wait: Allow Royal Mail a reasonable time to investigate tracking records and depot information.
Escalation route: If the complaint is not resolved through Royal Mail’s internal process, you may escalate to the Postal Review Panel (ADR). Ofcom regulates the sector but does not handle individual complaints.