When that is the case we will allow 14 calendar days for your response. There may be occasions when we require additional information or responses from you to complete our investigation. Please be aware that some international complaints may take longer to resolve due to the work that needs to be done by foreign administrators. Once we have the full details of your complaint our promise is that we will normally take no more than 30 calendar days to respond fully to your issue. Once we have received your complaint, the Customer Services Advisor will record your details and provide you with a unique reference number that identifies you and your complaint. If you are contacting us on behalf of another person, we may ask you to provide proof of that person's consent to your handling their complaint. Our Customer Service Advisors will let you know the appropriate process to follow. We're open Monday to Friday 7am-8pm, Saturday 8am-6pm and Sunday 9am-4pm.įor some complaints you may be required to complete a “Loss, Damage or Delay” form available at /claims. If you choose to contact us by phone please have the details of your complaint available, our number is 03457 740 740. This will ensure we have all the details we need to handle your complaint as soon as possible. We’ve lots of useful information in our help centre but if still need to contact us please do so via our tailored personal customer complaint webform. We’re sorry you would like to make a complaint about Royal Mail. If you’re a business customer, here’s how to make a complaint.
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