Thank you

We're sorry if you have a complaint about any of our products or services.

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
Customer Care

Email: polcustomercare@postoffice.co.uk

Further complaints

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:

Appeals Manager
Branch and Customer Support Centre
Post Office Ltd
1st Floor
Future Walk
West Bars
Chesterfield
S49 1PF

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,
London,
E14 9SR

Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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

Email: postalreview@royalmail.com

Telephony Services

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:

Otelo
The Office of the Telecommunications Ombudsman
Otelo
PO Box 730
Warrington
WA4 6WU

Email: enquiries@otelo.org.uk
Website: www.otelo.org.uk

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:

Royal Mail

www.royalmail.com

Parcelforce Worldwide

www.parcelforce.com

Definitions

0345: Calls to 0345 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider.

0344: Calls to 0344 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider.

0800: All calls to 0800 numbers are free of charge whether made from a landline or mobile phone.

Calls may be monitored or recorded for training and compliance purposes.

If you would prefer to contact us by telephone

Please call:

0345 611 2970 8:15am-6pm Monday to Friday
8.30am-2pm Saturday

For The Financial Ombudsman Service

Please call:

0345 080 1800

For Otelo

Please call:

0345 050 1614

For Royal Mail

Please call:

0345 774 0740

or if you are deaf or hard of hearing call our Textphone number on:

0345 600 0606 8.00am-6.00pm Monday to Friday
8.00am-1.00pm Saturday

For Parcelforce Worldwide

Please call:

0344 800 4466

or if you are deaf or hard of hearing call our Textphone number on:

0800 0085 5854 8.00am-6.00pm Monday to Friday
8.00am-12.30pm Saturday