We'll do our best to deal with your complaint quickly and we aim to respond within 10 working days
If your complaint is going to take longer to investigate, then we'll keep you informed of its progress.
Write to us at:
FREEPOST Post Office
If you are unhappy with the response you first receive, you can ask for a review of your complaint under our appeals procedure by writing to the following address:
Branch and Customer Support Centre
Post Office Ltd
If you are not satisfied with our final response you may be able to refer your complaint to the appropriate Ombudsman or redress scheme as detailed below.
Complaints to the Financial Ombudsman Service
If you make a complaint about a Post Office Limited Bureau de Change service or Postal Orders (but excluding Overseas Property Money Transfer), and you are not happy with our final response, or if 8 weeks have passed since you first raised the matter with us, you can ask for an independent review by contacting the Financial Ombudsman Service:
The Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
Royal Mail Products and Services
If you make a complaint relating to the purchase of a Royal Mail product or service at a Post Office® branch and you are not satisfied with our final response to your complaint, you can ask for a review of your case by the Postal Review Panel. The Postal Review Panel is part of Royal Mail Group and will take an impartial view of your case to provide a fair and appropriate resolution.
Postal Review Panel
FREEPOST Postal Review
If you make a complaint about our HomePhone or Broadband services and are not satisfied with the final response you receive, or if 8 weeks have passed since you first raised the matter with us, you can contact:
The Office of the Telecommunications Ombudsman
PO Box 730
Royal Mail and Parcelforce Worldwide
If you need help or information on Royal Mail or Parcelforce Worldwide products and services, or would like to make a complaint, please visit the appropriate website or contact the helpline on the numbers listed below: