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Make a complaint

Tell us if something has gone wrong. We'll look into it, and tell you what we've decided and why.

What you can complain about

  • Service: a delivery, a collection, or a post office counter
  • Directory: an address or postcode
  • Conduct of staff

What happens next

  1. We give you a reference number.
  2. We look into what happened. We may contact you for more information.
  3. We reply with our decision and the reasons for it, usually within 14 business days.

If you're not happy with our reply

You can ask for your complaint to be looked at by the Postal Standards Commissioner. The Commissioner is independent of Kings Mail, monitors our standards and investigates complaints about how we work (Kings Mail and National Addressing Act 2026, s.5B).

To escalate your complaint, reply to our decision, or ask at any post office, and quote your reference number. We'll pass your complaint and our file to the Commissioner.

Include dates, places and any reference numbers. Don't include details of the contents of Legal post.
So we know who to reply to.
We'll only use this to reply to you about this request.

We'll store what you send for 12 months and use it only to deal with your request. Read our privacy notice.

Other ways to do this

You don't have to use this website. You can do the same thing:

  • in person at the counter of any post office. Staff will fill in the request with you and give you a reference number
  • by phone, by calling any post office during opening hours
  • on paper, by writing to Kings Mail Customer Services, Crownhall, 2 Palace Road, Tentincon, T1 01

Nobody can be refused ordinary postal service because they can't use digital services (Kings Mail and National Addressing Act 2026, s.5A). Every channel is dealt with in the same way and within the same time.