Service Standards

Ofcom (the postal regulator) has approved POSTRS as an Alternative Dispute Resolution (ADR) service. The service is operated by CEDR Services Limited (CEDR) and more information about CEDR can be obtained on the CEDR Website.

What we will do

When you use the POSTRS service you can expect us to be polite and professional and that we will adhere to the following service standards:

  • When you call us your call will be answered within 2 minutes.
  • Any letters or email correspondence will be replied to within 5 working days.
  • We will use “simple English” whereever possible and try to avoid the use of jargon.
  • We want to ensure that you understand our procedures and will provide assistance whenever that is possible, including completing forms for you if you ask us for such help.
  • We aim to be open to everyone and can provide information in different formats and languages. We can also take your calls in languages other than English, bringing an interpreter in to help straight away.
  • We try to complete most cases within six weeks of receiving an application but it sometimes takes longer if the matters are complex or the adjudicator needs to get more information from either you or the postal operator.
  • We will monitor your case to ensure that any decision made by a POSTRS adjudicator and accepted by the customer is complied with.
    In addition to these service standards we are also required by Ofcom to report quarterly POSTRS performance against a defined set of Key Performance Indicators (KPIs). Further details of POSTRS performance against these objectives can be found by clicking here.

What we cannot do
POSTRS is an alternative dispute resolution service and is not the postal regulator, so POSTRS cannot force a member company to do anything that is not part of a POSTRS adjudicator's decision.

POSTRS is unable to give individuals advice either about the merits of their claim or on how to construct their claim. The same is true for POSTRS member companies. POSTRS must act independently at all times to settle a dispute in a fair and reasonable way.

POSTRS does however provide case study bulletins which provide a valuable insight on how POSTRS has decided disputes in the past and can be used by both users of the POSTRS service and POSTRS member companies to shape and realistically value claims and offers of settlement.

POSTRS cannot change an adjudicator’s decision once it has been published.

Complaints about our service

by Ofcom

70 Fleet Street

T: 020 7520 3766
F: 0845 1308 117

“It was a huge relief to have things resolved by you so quickly and efficiently.”