Complaints Process Stages

Stage 1:

Raise your concerns directly with the Postal Services Company (PSC).

Stage 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.

Stage 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.

Stage 4:

Apply to CEDR for adjudication

What is ADR?

ADR can be a swifter and cheaper alternative to court action to getting your claim resolved. However, if you choose ADR and are not happy with the outcome, then you may decide to pursue your claim through the courts afterward. If so, you can only do so if you have not left it too long to bring your court claim. Any claim has a limitation period (or time period) after which a claim cannot be brought before the court.

As regards discrimination under the UK Equality Act, this is dealt with by the County Court (in England and Wales) and the Sheriff Court in Scotland. County and Sheriff court deadlines for discrimination cases are six months less one day from the date of the incident you are complaining about. Information about how to bring a civil claim in the County Court (England and Wales) can be found from Her Majesty’s Court Service and for Sheriff court claims in Scotland from the Scottish Court website.

Detailed information about the civil procedure rules can be found from the Ministry of Justice. Practical advice, including a helpline, as regards equality and human rights is available from the Equality Advisory Support Service.

The Adjudication process

To view how the Adjudication process works see the process diagram below

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