Royal Mail - Ofcom

About Ofcom

Ofcom is the regulator for the communications services that we use and rely on each day.

Internet-based services

As people communicate seamlessly online and offline, we now need to invest our efforts into making digital communications work for everyone

Media use and attitudes

Ofcom wants to understand how adults and children in the UK use media.

Online safety

Under the Online Safety Act, Ofcom's job is to make online services safer for the people who use them. We make sure companies have effective systems in place to protect users from harm.

Phones and broadband

Ofcom is committed to a thriving telecoms sector, where companies can compete fairly and customers benefit from a broad range of services.

Post

Ofcom's job is to make sure there is a universal postal service.

Spectrum

You can't see or feel radio spectrum, but we use it every day. Our job is to authorise and manage the use of spectrum in the UK.

TV, radio and on-demand

We make sure that broadcasters provide quality TV, radio and on-demand programmes that appeal to diverse audiences. We also have rules in place to protect viewers and listeners from harm.
Advice for businesses

How to make the most of communications services as a small business.

Advice for consumers

How to make the most of the services you use, and deal with problems.

Consultations and statements

Proposals we are consulting on and decisions we've made.

Enforcement

How we make sure companies follow our rules, to protect customers and promote competition.

Information for industry

Rules, guidance and other information for the industries we regulate.

Licence information

If you're looking to use certain radio equipment, or broadcast on TV or radio, you'll need a licence from Ofcom.

News and updates

Our latest news, features, views and information about our work.

Research, statistics and data

Evidence we gather to inform our work as a regulator.
Complaints
- Ofcom may be able to help you complain about or report issues relating to: phone, broadband and postal services; TV, radio and on-demand programmes; interference to wireless devices; or something you have seen on an online service, website or app.
- The types of complaint we deal with
- Get in touch by phone or post
Licences
- You need a licence from Ofcom if you’re looking to use certain radio equipment (like amateur or ships radio), or broadcast on TV or radio.
- Help with your spectrum licence
- Help with your broadcast licence

Cymraeg

Published: 30 March 2023

If you have a complaint about Royal Mail, please contact the company directly:

Royal Mail customer services

Tel: 03457 740 740 (textphone 0346 000606 or Relay UK service 18001 0345 266 0075)

Or write to:

Royal Mail Customer Service Centre
FREEPOST ROYAL MAIL CUSTOMER SERVICES

Royal Mail's complaints handling process is available on the Royal Mail website.

If your complaint cannot be resolved, you can ask the Independent Postal Redress scheme (POSTRS) to investigate your case. POSTRS is the alternative dispute resolution (ADR) service for postal matters.

POSTRS can only investigate complaints about certain Royal Mail postal services. If it does not cover your complaint, and you remain unhappy with Royal Mail's response, you should seek independent legal advice.

Other sources of help

Citizens Advice provides free, confidential, independent and impartial advice for postal consumers in England and Wales. You can call the Citizens Advice Consumer Helpline on 0808 223 1133 or visit their website.

People in Scotland can contact Advice Direct Scotland on 0808 196 8660 or visit their website.

People in Northern Ireland can contact the Consumer Council on 0800 121 6022 or visit their website.

Related content

Advice to help with your postal service

Advice on getting the most from your post service, and what to do if things go wrong.