Frequently Asked Questions

Please find below some questions which you could find yourself asking, and the answers we have provided for information purposes.

Our full list of members is found on our members page. If a company is a member they will be shown on the membership page. If they say they are a member but are not on the page please let us know as soon as possible.

Yes. We have detailed rules and information for customers which have been awarded the Crystal Mark by the Plain English Campaign.

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 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.

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.

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 or telephone later on by letting us know your preference.

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 four weeks of being told what the decision is. The decision cannot be appealed, only accepted or rejected by you - if you accept it the company has to take the required action.

POSTRS is administered independently by, the Centre for Effective Resolution (CEDR Services Ltd). We are one of the Europe's leading dispute resolution providers for both consumer and commercial dipsutes. Each year, CEDR administers disputes with a cumulative value in excess of £1.5 billion.

Please click here to find out more about our work.

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.

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.

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.

CEDR Service Limited is registered under the Data Protection Act 1998.

by Ofcom

70 Fleet Street

T: 020 7520 3766
F: 0845 1308 117

“May I say what a pleasure it was to deal with someone so polite, professional and likeable; it is indeed very rare.”