Many more delivery operators and couriers are coming to our doors to deliver parcels each day.
However, the majority of mail in Northern Ireland is still delivered by Royal Mail.
For independent advice or guidance on postal complaints, you can contact The Consumer Council for free, confidential and impartial advice.
If you experience any problems such as lost, damaged or delayed delivery of post it is important to firstly establish if the item originated from an online shopping order. A guide to making a postal complaint can be found on The Consumer Council website.
How to complain about delivery problems from online orders
Under consumer contract regulations, it is the online seller’s responsibility for the condition and delivery of your goods until you or a nominated person (e.g. a neighbour) receives the goods. Therefore all delivery complaints from online orders must be dealt with by the seller, not the postal operator.
How to complain about standard delivery problems
For all other types of standard postal complaints it is important to determine which delivery operator is responsible, and to report it.
Contact the relevant postal operator to report your complaint and allow them the opportunity to put things right. If you are dissatisfied with the response, escalate the matter in accordance with the operator’s complaint handling procedures.
If you remain unhappy you may be able to refer the matter to the Postal Redress Scheme (POSTRS), which is an independent ombudsman style service. The service is free and its decisions are binding. A list of postal operators that are registered members of the Postal Redress Service is available at https://www.cedr.com/postrs/.
At any stage of the complaint you can seek advice and guidance from The Consumer Council on 0800 121 6022 or [email protected].
Post offices provide access to many important functions including the postal service, personal banking accounts, pensions, benefits and the passport check and send service.
If you have any general queries, or are unhappy with the service you have received at a branch you should contact Post Office Ltd customer care.