Updated
Postal Redress Service (POSTRS) UK guide
Quick answer
The Postal Redress Service (POSTRS) is a free, independent dispute resolution scheme for postal complaints, run by CEDR. It handles complaints against the postal operators that subscribe to it, so check CEDR's list of companies covered before you start. A purchaser, recipient or intended recipient of a postal product or service can complain once the operator's own complaints procedure has run (for Royal Mail, a final response from its Postal Review Panel), or in three other cases set out in its service rules, including a complaint still unsettled after 90 calendar days despite your reasonable efforts.
What POSTRS covers
POSTRS (the Postal Redress Service) handles complaints about postal operators that signed up to its scheme. Royal Mail is covered for the products and services on its published POSTRS list. For any other courier, check CEDR's "Companies covered" list before you apply, because not every courier is a member.
POSTRS is run by CEDR, an alternative dispute resolution provider approved by Ofcom, and provides free, independent dispute resolution for consumers.
When you can use POSTRS
- 1You've raised, or made reasonable efforts to raise, a formal complaint with the courier (not the retailer).
- 2One of the four routes in POSTRS's service rules (rule 1.5) applies: the courier's complaints procedure is exhausted without settlement (for Royal Mail, you have a final response from its Postal Review Panel); the courier has agreed in writing to refer the complaint; you could not contact the courier despite reasonable efforts; or 90 calendar days have passed since you started its complaints procedure and the complaint is still unsettled despite your reasonable efforts to resolve it.
- 3Your complaint is within POSTRS's remit: it concerns a postal product or service you bought, or mail you received or were due to receive, from an operator that subscribes to POSTRS (for Royal Mail, the product must be on its published list).
- 4You apply within 12 months of the courier telling you it cannot resolve the complaint, unless POSTRS extends that period (rule 2.2.4).
When POSTRS is not the quickest route
For most online shoppers the quickest route is the retailer, which is liable under Section 29 of the Consumer Rights Act 2015 whatever happens between the retailer and the courier. POSTRS is a later step against a subscribing courier, available once one of its entry conditions is met, which is usually that the courier's own complaints procedure has not settled your complaint.
Its rules cover a purchaser, recipient or intended recipient of a postal product or service, so you do not have to be the sender. It is particularly relevant if you booked the courier yourself, for example a return sent at your own cost, because you then bought the postal service.
How to file a POSTRS complaint
- 1Complete the courier's internal complaints process first, unless one of the other three routes applies to you. Keep all reference numbers and emails.
- 2Work out which of the four routes applies. Usually that means waiting for the courier's final response (deadlock) letter, or for 90 calendar days to pass while you keep pursuing the complaint.
- 3Visit the POSTRS website and complete the online complaint form.
- 4Attach the final response letter, or whichever applies of the courier's written agreement to refer, your attempts to contact it, or the date you started its complaints procedure and what you did to resolve it since.
- 5Provide all evidence: tracking, photos, retailer correspondence, payment records.
- 6POSTRS investigates free of charge and an independent adjudicator decides. The decision binds both sides only if you accept it within 20 working days of it being issued, so you can reject it and pursue other routes such as court.
POSTRS vs Section 75 vs chargeback
POSTRS is for postal-specific complaints against a subscribing operator, once one of its entry conditions is met. It's free and independent, and its decision binds only if you accept it.
Section 75 and chargeback are for retailer disputes where you paid by card. They go via your bank, not the courier.
If you ordered online and the parcel went missing, Section 75 / chargeback against the retailer is usually the quickest route. POSTRS is a further option against a subscribing courier once one of its entry conditions is met.
Frequently asked questions
Does POSTRS cost anything?
No. POSTRS is free for consumers.
What is a 'deadlock letter'?
A deadlock letter is the courier's final response saying they will not change their position. It signals you've exhausted their internal complaints process.
Is the POSTRS decision binding?
An adjudicator's decision is binding on both sides only if you accept it within 20 working days of it being issued. If you reject it, you can pursue other routes such as court.
How long does a POSTRS investigation take?
CEDR gives the duration as 6 to 8 weeks, depending on the case and how quickly the courier responds.
Can I use POSTRS as a buyer of goods?
Yes, in principle: its rules cover a purchaser, recipient or intended recipient of a postal product or service from a subscribing operator, so you do not have to be the sender. But your claim for the goods is against the retailer, and POSTRS becomes available once one of its entry conditions is met (usually after the courier's own complaints procedure), so check the courier subscribes before you start.
Is there a time limit for applying to POSTRS?
Yes. POSTRS cannot consider an application received more than 12 months after the operator told you it could not resolve the complaint, unless POSTRS extends that period (service rule 2.2.4).
