Make a complaint

Before making an application, please first check that the following conditions have been

  • You have already complained to Royal Mail in the first instance.
  • You have been to the Postal Review Panel (PRP) and received a final response
    from them signposting you to POSTRS.
  • 90 calendar days have passed from the date on which you raised a formal complaint and initiated the company’s complaints procedure.
  • Your complaint is not in relation to fraud, discrimination, or data protection.
  • Your complaint is not the subject of court action and does not exceed the service monetary
  • You understand that it is your responsibility to ensure you have read the Service Rules,
    Guidance Notes, and any other relevant material on the website.

What information do I need to submit my claim?

Please provide as much information/ evidence as possible. You should submit a case when you have all
your information and evidence ready.

Things to include:

  • The date you first raised your complaint with the company.
  • Whether you have received a response from the Postal Review Panel (PRP) and if so, the date
    issued. A copy of this should also be included as part of your claim.
  • The details of the dispute.
  • Details of the outcome you are seeking.
  • Any documents you may want to include, such as correspondence with the company (including
    evidence of complaint), media (audio/video), photographs, receipts, etc.

Permitted file types include docx, doc, pdf, png, jpg, jpeg, .msg with a file limit of 50MB.

Important Notice: The online case management system will log you out after 30 minutes of

If you have any questions in relation to the application or adjudication process, please email the team

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