Post

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 and Recorded Delivery) that is lost, damaged or delayed, as follows:

• For items posted with Royal Mail which have no intrinsic value (for example a 1st or 2nd class letter), or where a claimant cannot provide proof of posting, there will be compensation for loss, damage and delay of a minimum of six 1st class stamps
• For items that have an intrinsic value, with proof of posting with Royal Mail 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 100 x 1st class stamps, 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 Next Day (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. If your item of mail has not arrived by this point you may claim up to the value of 100 x 1st class stamps as compensation for the market value of the item.

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: 08457 740 740
• Royal Mail email: contactus@royalmail.com