Deliveries to the incorrect address

If the postman/woman has delivered to a neighbour instead of you, it is advisable to check the address on the post to ensure a mistake has not been made by the sender. There are certain items that the postman/woman cannot leave items of post with your neighbour:

• Royal Mail Special Delivery Guaranteed® items
• Items from overseas which require a signature
• Items sent using Royal Mail’s ID verification service which must be delivered to the named individual
• Items sent using Royal Mail’s Age verification service if your neighbour appears to be under 25 and can’t provide appropriate ID
• Items sent using Do Not Redirect Service Citations (which carry the appropriate instruction on the envelope) sent from the Scottish Courts via Royal Mail Signed For.

Royal Mail staff safety

The Royal Mail has an obligation as an employer to ensure that workers are not harmed while carrying out their duties. This means that the postman/woman can reasonably refuse to deliver post if it puts them in unnecessary danger in the process.

This includes situations where a customer has pets which pose a risk to the health and safety of the employee delivering to the property. The most efficient and mutually beneficial solution is to ensure the animal is kept away from the employee when they are making deliveries. If necessary, assure them that you have done so.

You have the right to contact Royal Mail to complain if you believe that the postman/woman is being unreasonable.

It is important to note that a customer may be held liable if a Royal Mail employee is harmed by their pet.

Royal Mail delivers to addresses as opposed to individuals, meaning that you could be sent post intended for a previous occupant of your home. If possible, you should contact the former resident to redirect their post to their new address (you can’t do this on their behalf). Failing that, cross out the address and note ‘Not known at this address’ and place it in a Post Box. Royal Mail will send it to their new address if possible.

If post has not been delivered when it reasonably could have been, you can claim compensation and file a complaint about the service that you have received.

If the post is more than 3 days late (or 24 hours if sent by Special Delivery), you are entitled to claim compensation for the delay. If the post is over 10 days late (5 days if it was a special delivery), you are entitled to claim compensation for lost post.

If your post is delayed, lost, damaged or received without signature when one was required, you may be entitled to compensation from the Royal Mail. You require the following information to make a claim:

• Proof of postage (e.g. a receipt from the Post Office)
• Name and address of both sender and receiver
• How much you paid for postage
• The type of postage (e.g. first class)
• Where and when the items were sent.
• The relevant reference number
• If it was Royal Mail ‘Signed For’ or ‘Royal Mail Special Delivery Guaranteed’
• What the contents of the post were

If you have all of this information, you can use the Royal Mail website to make a claim:

https://personal.help.royalmail.com/app/answers/detail/a_id/325

Compensation can be claimed by visiting:

https://personal.help.royalmail.com/app/answers/detail/a_id/325

Complaints in relation to Royal Mail can be made by contacting them at:

https://personal.help.royalmail.com/app/answers/detail/a_id/307/~/how-do-i-make-a-complaint%3F

• If you have an issue with the services that Royal Mail provides, you should contact their internal customer service advisor team first. They will investigate the issue and decide on the appropriate course of action.
• If you are not satisfied with this response, the complaint can be brought to the escalated customer resolution team. They will conduct a more in-depth investigation of the issue and review the previous decision.
• If you are still unsatisfied with the response that the escalated customer resolution team has made, they can take the complaint to the Postal Review Panel. The panel will provide a final decision about the complaint within 30 days of being contacted.
• If you disagree with the final decision, the complaint can be escalated beyond Royal Mail to the Postal Redress Service. This is an independent organisation that conducts their own investigation and makes a final decision on the matter.

Royal Mail complaints:

https://personal.help.royalmail.com/app/answers/detail/a_id/307/~/how-do-i-make-a-complaint%3F

Postal redress service:

https://www.cedr.com/consumer/postrs/