What do I do if Royal Mail refuses to deliver to my address?
As part of its universal service obligation, Royal Mail must provide a delivery to every address in the UK, every working day.
However, for some addresses, it is not possible for Royal Mail to deliver mail right up to the door. If that is the case, Royal Mail must give a good reason for making an "exception" to its universal service obligation.
If you are an "excepted" addressee, and are not happy with the decision or alternative mail delivery arrangements Royal Mail has made, in the first instance you will need to formally appeal this decision with the Royal Mail Delivery Office Sector Manager.
You will need to make sure you submit this appeal to Royal Mail within 3 months of their decision to suspend your delivery service.
If you are not happy with the outcome of your appeal you can appeal again for your case to be referred to the Area General Manager. If you are unhappy with this second decision you need to appeal again within one month of the Area General Manager’s decision and at this stage your case will be referred to Ofcom for an independent investigation.
Further information on how to appeal can be found on Royal Mail’s website.
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