Our staff are working remotely from home but delays in conducting cases are expected and our ability to process any post has been reduced. Please do not post anything to the office, until further notice. If possible, customers are advised to email postrs@cedr.com if they require advice or support. Alternatively, our call handlers are available to assist from 9am to 5pm Monday to Friday. We apologise for any inconvenience this may have caused.

Who are POSTRS?

POSTRS is managed independently by The Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution Provider, certified by Ofcom, to resolve disputes related to postal operators. 

Please read the FAQ page for other questions you may have. 

POSTRS is designed to adjudicate disputes that have not been resolved through the Postal Services Companies (PSC) own complaints procedure.

This scheme uses Adjudication to help resolve your dispute. Please read our Guide to Adjudication on the left-hand side of the page. We will act as a post box and collect information from you and the company. We will then appoint an independent adjudicator who will read the documentation and make a decision. If the adjudicator requires any additional information this will be requested and shared with the other party. Please note that we accept our application forms in other languages, however, please note that the process and final decision is all in English.

The target we have set is six weeks from receipt of the application to publication of the decision to the parties. A further four weeks is allowed for you to decide whether or not you wish to accept the decision. Research shows that most consumers who accept the decision (80% of consumers) do so within 10 days of receipt of the decision.

You can only complain about circumstances that are within the scope of POSTRS. Please read the Guidance Notes to see what is covered by this Scheme.

You can use POSTRS if you are a consumer or business who has an unresolved complaint against a member of POSTRS. Please note that you are a customer if you have sent or received mail.

You should first of all let the company know that you have a problem with them. The company then has to try and settle that problem with you, or to issue you with a deadlock letter which will refer you to us. If you come to us before going to the company then we will be unable to handle your complaint and will refer you to the company. If you have not yet complained to your company you should be able to find details on how to complain to them either on their website, in their Code of Practice, or in your terms and conditions.

You may wish to contact the following organisations:

Citizens Advice Bureau (CAB):
If you need assistance with any legal aspects of the service/complaint. Their website is https://www.citizensadvice.org.uk/ and their advice line is 03444 111 444.

European ODR Platform
You may wish to send your complaint through the European ODR Platform. Their website is accessible at https://ec.europa.eu/consumers/odr/main/?event=main.home2.show

Ofcom
If you wish to contact the regulator for communication services their website is https://www.ofcom.org.uk/.

Companies covered

The steps you must take before submitting a complaint

Step 1.

Raise your complaint with the Postal Services Company (PSC)

Step 2.

The PSC will try and resolve your complaint to your satisfaction. This may take several weeks but you must allow them sufficient time to assess your complaint and respond.

Step 3.

If the customer and PSC are unable to find a mutually acceptable resolution to the complaint the PSC will issue a ‘final response letter’. This letter will tell you that the PSC is unable to take your complaint any further and it should normally say that you may refer the matter to CEDR for adjudication. You can then apply to CEDR for Adjudication. 

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