Frequently asked questions

Useful documentation

Video guides

How we can help you make a complaint

How we can help you make a complaint

How do we do it

This service uses a process called adjudication to help resolve your dispute. Please read our Guide to Adjudication from the Downloads section above.


Once you submit your application with all your supporting evidence the process begins. We will send it to the postal operator for their reply and once received we will then appoint an independent adjudicator who will read the documentation and make a final decision.


If the adjudicator requires any additional information this will be requested and shared with the other party. Please note that we accept applications in English and Welsh. The process and final decision will be in English only,  unless the consumer requests the final decision to be in Welsh.

How does POSTRS handle my complaint?

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.

Useful Links

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 advice line is 03444 111 444 and their website is


If you wish to contact the regulator for communication services their website is


Equality and Human Rights Commission
0808 800 0082



Are there any guidance notes explaining what POSTRS is and what it can do?

We have detailed rules and guides for customers. You can view these in the 'Downloads' section above. 

How do I complain?

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.

What can I complain about?

You can only complain about circumstances that are within the scope of POSTRS. For complaints made against Royal Mail Group (“RMG”), the postal product and/or service that is the subject of the complaint must appear on RMG’s list of products and services covered by POSTRS. The list can be found here 

What if the company and I decide to settle the case?

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.

Application process

Application process

How will I know what to send to POSTRS when I make an application?

We will provide you with an application form which includes a check list to alert you to the type of information we require.

What do I need to provide?

Our application form has a checklist that helps you provide us with the information we require. You can view the application form in the 'Downloads' section above. 

How long will it take for POSTRS to Adjudicate my dispute?

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.

Is applying online any different from applying by post?

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.

Can I withdraw my complaint at any point?

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.



How much does it cost to complain?

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.

Who can complain?

Who can complain?

Who can complain?

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 can come to POSTRS if your complaint has not been settled after 90 calendar days have passed from the date on which you initiated the Company’s complaints procedure.

Is any complaint against a member company allowed?

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. 

The outcome

The outcome

Will I see what the company says about me?

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.

What if I don't like the decision made by POSTRS?

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 postal operator has to take the required action.



I'm having difficulty completing the POSTRS application form. What can I do?

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.

Collecting data

Collecting data

How is my information protected?

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.

What information do we collect? How do we use it?

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.

What about "cookies"?

Cookies are small pieces of information that are stored by your browser on your computer’s hard drive. CEDR may use cookies to generate statistics on the usage of our website. Our cookies do not contain any personally identifying information. Most internet browsers automatically accept cookies. However, if you wish, it is usually possible to change your browser to reject cookies. This would not affect your use of our site.

Will CEDR disclose the information it collects to outside parties?

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.

Your consent

By using our website, you consent to the collection and use of this information by CEDR. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it. Please note that the information you enter may be transferred outside of the European Economic Area for the purposes of resolving the dispute between yourself and the company and you consent to this transfer by using this website.

Complaints about CEDR

Complaints about CEDR

What if I have a complaint about CEDR?

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 our Complaint Form below.  Please note that adjudicator decisions are out of scope and are unable to be 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. 

Complaints Procedure

Complaint Form

Independent Reviewers Terms of Reference

The steps you must take before submitting a complaint


Contact PSC

Raise your complaint with the Postal Services Company (PSC)

PSC will assess your complaint

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.

Get in touch with POSTRS

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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