Post

What do I do if mail arrives damaged or has not arrived at all?

You will need to contact Royal Mail’s Customer Services department, either by telephone, writing or via Royal Mail’s website.

Royal Mail's retail compensation arrangements entitle customers to a certain amount of compensation for retail mail (e.g. stamped or metered mail including Special Delivery Guaranteed and Signed For) that is lost, damaged or delayed, as follows:

• For items posted with Royal Mail which have no intrinsic value or where a claimant cannot provide proof of posting, there will be compensation for loss, damage and delay of a minimum of six First Class standard letter stamps.
• For items posted with Royal Mail using First or Second Class standard services, which are lost or damaged, that have an intrinsic value, with proof of posting and proof of value (such as an invoice or receipt), customers will be entitled to a postage refund plus compensation for actual loss up to the value of the item, or £20, whichever is the lowest

• For items posted with Royal Mail using Signed For services, which are lost or damaged, that have an intrinsic value, with proof of posting and proof of value (such as an invoice or receipt), customers will be entitled to a postage refund plus compensation for actual loss up to the value of the item, or £50 , whichever is the lowest

• For items posted with Royal Mail using Special Delivery services, which are lost or damaged, that have an intrinsic value, with proof of posting and proof of value (such as an invoice or receipt), customers will be entitled to a postage refund plus the compensation for actual loss up to the value of the item, or the value associated with the Special Delivery product purchased, whichever is the lowest

• Compensation for delayed retail mail will become payable 3 working days after the due delivery date
• £5 and £10 payments for delay and substantial delay for Special Delivery (not posted on account)
• Redirected retail mail is eligible for compensation for delay
• Users of the Articles for the Blind service can claim compensation for loss, damage and delay
 
With regards to lost items, mail is not considered to be lost until 15 working days after the date of posting.

Further details are available on Royal Mail’s website.

You can submit a compensation claim by contacting Royal Mail's customer services at:  
 
• Royal Mail Customer Service Centre
FREEPOST
PO Box 740
Glasgow
G22 6WW
• Royal Mail call centre: 03457 740 740
• Royal Mail email: contactus@royalmail.com