You can get in touch with Royal Mail through an email address. They reply to emails within 3 working days.
Depending on your query, use one of the email addresses below:
- To make complaints using email: https://personal.help.royalmail.com/app/webforms/contact/c/310
- For general queries, fill out this contact form: https://personal.help.royalmail.com/app/webforms/contact/c/310
- If you need to change your address for delivery, fill out this email form: https://personal.help.royalmail.com/app/webforms/contact/c/45
- If you have received damaged items or Royal Mail has lost your items, you have to fill out the claims email form: https://personal.help.royalmail.com/app/webforms/claim
The majority of email requests are replied to within 3 working days, however, depending on the case, it might take more.
If you are facing delays in delivery, you cannot use the email address and you will need to either call them or use the chat service. Use the Royal Mail Live Chat if you prefer chats.
- Use a Clear Subject Line: Make sure the subject line of your email gives a concise summary of your complaint. For example, “Issue with Order #12345” or “Concern about Product Quality.”
- Be Polite and Professional: Even if you’re frustrated, it’s essential to remain calm and courteous. Avoid using aggressive or accusatory language.
- State the Facts: Clearly and concisely explain the issue. Include relevant details such as dates, times, order numbers, or any other pertinent information.
- Be Specific: Clearly state what you’re unhappy about. Instead of saying, “Your service was terrible,” you might say, “I waited for over 45 minutes on hold without getting a response.”
- Include Evidence: If possible, attach photos, screenshots, or any other evidence that can support your claim.
- State What You Want: Be clear about the resolution you’re seeking. Whether it’s a refund, replacement, apology, or some other action, specify your desired outcome.
- Include Your Contact Information: Make sure the company can reach you if they need further information or want to discuss a resolution. Provide your phone number or an alternative email address if necessary.
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