you have been referred to the scheme through your ‘deadlock’ letter.we have not been able to settle your complaint within the 90 day timescales set out by Royal Mail Customer Services.Generally, the service is available to you if: POSTRS provide a free service and we are bound by their findings.ĭepending on the nature of the specific complaint, POSTRS may be available. POSTRS’s role is to resolve customer disputes. If you remain dissatisfied with the response you have received after contacting the Postal Review Panel and you have received a deadlock letter, you may be able to escalate your complaint to the independent Ombudsman style scheme, the Postal Redress Service (POSTRS). However Royal Mail will always want to try and resolve any concerns or complaints you have, and it is strongly recommended that you work with the Customer Services teams at Stage 1 and Stage 2 to try and sort out the problem before contacting the Postal Review Panel. You can contact the Postal Review Panel at any time quoting your Royal Mail reference number. Customer complaints in deadlock can be referred to the independent Ombudsman style scheme, the Postal Redress Service (POSTRS). However, if you are not satisfied after the Postal Review Panel has provided you with a final response then your case will be considered ‘deadlocked’. The objective of the Postal Review Panel is to find a mutually satisfactory resolution for your complaint. This will take place within 30 days of your first contact with them. After this review the Postal Review Panel will provide a final response from Royal Mail about your complaint. Royal Mail customers who have complained have access to the Postal Review Panel who will take a fresh and impartial look at your case. Stage 1: Contacting our Customer Services Advisors We will consider your individual circumstances so tell us if you are vulnerable and we will take additional steps to resolve the matter as quickly as possible. ![]() Our Customer Service Advisors will take ownership of your complaint and look to provide you with a resolution. Allowing for complex cases with several such interactions, this means our longest investigations for inland complaints may take up to 90 calendar days to fully complete. When that is the case we will allow 14 calendar days for your response. There may be occasions when we require additional information or responses from you to complete our investigation. Please be aware that some international complaints may take longer to resolve due to the work that needs to be done by foreign administrators. Once we have the full details of your complaint our promise is that we will normally take no more than 30 calendar days to respond fully to your issue. Once we have received your complaint, the Customer Services Advisor will record your details and provide you with a unique reference number that identifies you and your complaint. If you are contacting us on behalf of another person, we may ask you to provide proof of that person's consent to your handling their complaint. Our Customer Service Advisors will let you know the appropriate process to follow. We're open Monday to Friday 7am-8pm, Saturday 8am-6pm and Sunday 9am-4pm.įor some complaints you may be required to complete a “Loss, Damage or Delay” form available at /claims. If you choose to contact us by phone please have the details of your complaint available, our number is 03457 740 740. This will ensure we have all the details we need to handle your complaint as soon as possible. ![]() ![]() We’ve lots of useful information in our help centre but if still need to contact us please do so via our tailored personal customer complaint webform. We’re sorry you would like to make a complaint about Royal Mail. If you’re a business customer, here’s how to make a complaint.
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