Frequently Asked Questions
If your answer isn't here, please contact our team.
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.
Our application form has a check list that helps you provide us with the information we require. You can view the application form in the 'Downloads' section.
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.
The cost of taking an application through POSTRS is borne by the company, and the only cost to you is in preparing and submitting your case, for example, photocopying and postage.
A full list of the member companies CEDR adjudicate on can be found below, under Companies Covered.
We have detailed rules and guides for customers. You can view these in the 'Downloads' section.
The only difference between applying online or by post is that it may be more convenient for you to apply online. This is especially the case if you wish to take your time completing the application form and if you have all of your evidence available in electronic format. Just because you apply online however, does not mean that you have to continue online, you can choose to use the post, email or telephone later on.
Either party has a right to enter into settlement negotiations at any time before the adjudicator makes a decision. Negotiations are private discussions between the parties and you should correspond directly with the company and not through us. If you do settle, we need the company to let us know in writing and we may call you to make sure that a settlement has been reached. The company must take the agreed action under the settlement, normally within four weeks of the date the company told us about the settlement. You and the company may agree a different period that would be reasonable in the circumstances, and the company must tell us that when they tell us about the settlement. If the company does not take the agreed action in time, we will open the case again (if you ask us to) and give the company seven days to respond to the claim.
Yes. A key feature of POSTRS is that it is transparent and both parties see everything submitted by the other party and have the opportunity to comment upon it.
For those customers requiring assistance with completing forms due to a disability (or other issue that requires additional support) we would be happy to discuss this with you and make necessary adjustments to suit your needs. We do not offer this service to every customer, you will be responsible for completing your own application form unless you can demonstrate a need for additional support.
No, you can only complain in certain circumstances that are laid out within the scope of POSTRS. These circumstances can be found in the Guidance Notes.
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.
We will provide you with an application form which includes a check list to alert you to the type of information we require.
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 they may contact you by telephone, email, post or fax and the information will be copied by the adjudicator to the other party.
If you are unhappy with the adjudicator’s decision you may reject it. The adjudicator’s decision only becomes binding if you accept it within six weeks of being told what the decision is. The decision cannot be appealed, only accepted or rejected by you – if you accept it the airline has to take the required action.
When you apply for adjudication, secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection Act 2018, we follow strict security procedures in the storage and disclosure of the information that you have given us, to prevent unauthorised access. CEDR does not sell, trade or rent your personal information to others. The only people with access to your information will be POSTRS staff, the postal operator you are in dispute with and the adjudicator. CEDR may produce aggregate statistics about applications under POSTRS for public consumption but these statistics will include no personally identifying information.
When you apply for adjudication, we need to know your name, address, e-mail address and details of the matters in dispute. We also ask for your telephone number to enable us to contact you if there are any problems. The information collected is used only to allow us to process your application. The information WILL NOT be used to send you any marketing material for other CEDR services.
When you apply for adjudication, secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection Act 2018, we follow strict security procedures in the storage and disclosure of the information that you have given us, to prevent unauthorised access.
CEDR does not sell, trade or rent your personal information to others. The only people with access to your information will be POSTRS staff, the postal operator you are in dispute with and the adjudicator. CEDR may produce aggregate statistics about applications under POSTRS for public consumption but these statistics will include no personally identifying information.
Yes, you are able to withdraw your case at any point and take the matter to another forum. However, once an adjudicator’s final decision is issued, you are only able to accept or reject the decision.
If you want to complain about CEDR please read our Complaints Procedure. Once you have read the Complaints Procedure and you want to submit your complaint, please use either this link or our Complaints Form, which you can download below. Please note that adjudicator decisions are out of scope and are unable to reviewed or appealed. Also, if a customer or subscribing company wish to bring a complaint about CEDR, they must pay their own costs of preparing the complaint.
Please note that if you require a reasonable adjustment, a member of the team can take your complaint over the phone. If you are unable to access the PDF or web form, please contact the team and request that the Complaints Form be sent in another format.