Our services Your guide to our UK and International parcel and letter services and code of practice - Royal Mail

 
Our services Your guide to our UK and International parcel and letter services and code of practice - Royal Mail
Our services
Your guide to our UK and International
parcel and letter services and code of practice
Valid from 25 March 2019
Our services Your guide to our UK and International parcel and letter services and code of practice - Royal Mail
Contents                                                                                      Welcome to our services

Posting your mail         4                        Receiving and using                       Whether your item is urgent, requires proof of
Sending a parcel in the UK6                        our services
                                                    When we can’t deliver               21
                                                                                              delivery on arrival or you simply want a standard
Guaranteed8
Signed10                                           Local Collect at the Post Office®   22   service, we have a wide range of UK and
Standard11                                         Receiving services	                 23   International parcel and letter delivery
                                                    Mailing services                     24
                                                    Special Stamps and Souvenirs	       25
                                                                                              services, so you can choose the most
Sending an
International parcel12
                                                    Addressing your item	               26   appropriate option for your needs.
                                                    Prohibitions and Restrictions	      27
Guaranteed14
                                                    International sanctions	            28
Confirmed16
                                                    Working out your international
Standard18                                         postage prices                      30
                                                    Customs declaration form            32
Special Delivery                                    Service standards                   34
Guaranteed
UK parcel sizes and weights                   20   If something goes wrong
UK Letter sizes and weights                   20   Making a claim                      36
                                                    Complaints procedure                37
                                                    Contact us                          43

                                                                                              For information relating to the cost of sending parcels and letters in the
                                                                                              UK or internationally, please refer to the Royal Mail ‘Our prices’ or the
                                                                                              Parcelforce Worldwide ‘UK and international services and prices’
                                                                                              leaflet, available in Post Office® branches, or visit royalmail.com or
Correct at going to print on 8 February 2019                                                  parcelforce.com

2 | Our services                                                                                                                                                 Our services | 3
Our services Your guide to our UK and International parcel and letter services and code of practice - Royal Mail
Posting your mail
Where to post your mail                   To make any claim for compensation,
Mail can be posted into one of our        you will need to provide a Certificate
many post boxes throughout the UK         of Posting.
or at a Post Office® branch.
                                          Selling online?
Mail is collected daily from Monday
                                          If you sell goods on online marketplaces
to Saturday.
                                          or through online marketplaces, we
The following items should be taken to    have the delivery services you will need.
a Post Office® branch for posting:
                                          Whether you’ve just started selling
• Royal Mail Special Delivery            items or you’re an established
   Guaranteed by 9am®                     marketplace seller, we can help your
• Royal Mail Special Delivery            business grow.
   Guaranteed by 1pm®                     Sending items is plain sailing with our
• Royal Mail Signed For® 1st Class        range of services, offering a choice of
• Royal Mail Signed For® 2nd Class        delivery speeds, plus options like
                                          tracking or a signature on delivery to
• International Tracked & Signed
                                          give your customers added peace
• International Tracked                  of mind.
• International Signed                    To find out how we can get your goods
                                          to your customers quickly, efficiently
Obtain a Certificate of Posting
                                          and cost-effectively visit
If you’re posting an item at a Post       royalmail.com/sellingonline
Office branch using any of the products
above including 1st and 2nd Class
Small and Medium Parcels, you will
automatically receive a Certificate of
Posting.
If you’re posting an item using any of
the following products you will need to
request a Certificate of Posting at the
Post Office® branch:
• Royal Mail 1st Class Letter
• Royal Mail 2nd Class Letter
• International Standard
                                                                                      Our UK Letter and
• International Economy
                                                                                      Parcel services
4 | Our services
Sending a letter or parcel in
the UK is easy
                                                Royal Mail Special Delivery
                                                Guaranteed by 9am®                              What’s included:
                                                Royal Mail Special Delivery                     • Full tracking

                   Guaranteed                   Guaranteed by 1pm®
                                                Parcelforce Worldwide
                                                                                                • Choice of 9am, 10am,
                                                                                                   12 noon, 1pm or within
                   Timed next day delivery      express9                                           24 hour delivery times
                                                express10                                       • Proof of delivery with signature
                                                expressAM                                       • Includes compensation
                                                express24

                                                Royal Mail Signed For®
                                                1st Class
                                                                                                What’s included:

                   Signed
                                                Royal Mail Signed For®
                                                                                                • Proof of delivery with signature
                                                2nd Class
                                                                                                • Choice of next working day or
                                                Parcelforce Worldwide
                   With signature on delivery                                                      2-3 working day delivery
                                                express48
                                                                                                • Includes compensation
                                                Parcelforce Worldwide
                                                express48large*

                                                Royal Mail 1st Class
                                                                                                What’s included:
                                                Royal Mail 2nd Class
                                                                                                • Includes free online delivery
                                                Parcelforce Worldwide                              confirmation for 1st class and

                   Standard
                                                express48                                          2nd Class Small parcels and
                                                Parcelforce Worldwide                              Medium parcels.
                                                express48large*                                 • Choice of next working day or
                                                *express48large is only available in certain      2-3 working day delivery
                                                Post Office® branches. Please contact your
                                                local branch for specific availability.         • Includes compensation

6 | Our services                                                                                                           Our services | 7
Our Guaranteed UK services                                                           Royal Mail Special Delivery
                                                                                     Guaranteed by 9am®
                                                                                                                                                       Parcelforce Worldwide
                                                                                                                                                       express9
                                                                                     Royal Mail Special Delivery                                       express10
                                                                                     Guaranteed by 1pm®
Our Guaranteed services are ideal when you                                           • Choice of 9am* or by 1pm
                                                                                                                                                       expressAM
                                                                                                                                                       • Guaranteed† and delivered next
have a valuable gift or important item that                                             delivery time
                                                                                                                                                          working day with a choice of
                                                                                     • Money back guarantee if your item
absolutely has to be there tomorrow and you                                             doesn’t arrive on time**
                                                                                                                                                          delivery times: by 9am, by 10am
                                                                                                                                                          or by 12 noon
need to know it’s arrived safely and on time.                                        • Includes end-to-end tracking and
                                                                                                                                                       express24
                                                                                        signature on delivery
                                                                                                                                                       • Guaranteed† delivery next working
                                                                                     • Includes compensation:
                                                                                                                                                          day by close of business
                                                                                        - up to £500 for by 1pm service
Choose our Guaranteed services when you need:
                                                                                        - up to £50 for by 9am service                                 All express services include:
• the item to arrive next day
                                                                                     • Additional compensation can be                                 • End-to-end tracking
• to track important items online and get proof of delivery, including a signature      purchased up to £2,500                                            and signature on delivery
• compensation for your valuable items                                                  at the time of posting                                         • Money back guarantee† if your item
• seller protection, if you are selling goods online                                 • Ideal for sending urgent                                          doesn’t arrive on time
                                                                                        or valuable items such as money                                • Compensation:
Sometimes the damage, delay or loss of an item can lead to greater loss than            or jewellery                                                      -u p to £200 for express9, 10
the actual value of the item itself. For such items you can buy our consequential    • Saturday delivery guarantee                                         and AM
loss cover of up to £10,000. This cover could be a wise choice for important legal      available for an additional fee                                   - up to £100 for express24
documents or tax returns that may result in penalties if lost or not delivered       • Maximum weight:                                                 • Additional compensation can be
on time. Just ask for consequential loss when you send your item by Special             - 2kg for by 9am service                                          purchased up to £2,500
Delivery Guaranteed. Make sure your compensation claim is submitted to Royal            - 20kg for by 1pm service                                         at the time of posting
Mail Customer Services within 14 days of posting. You’ll need to include your        • You can track your item online at                               • Saturday delivery available
Certificate of Posting in order to make a claim.                                        royalmail.com/track                                               for an additional fee
Consequential loss is not available for goods that are restricted. For more                                                                            • Maximum weight of 30kg
information please see the Prohibited and restricted items leaflet.

                                                                                      e guarantee delivery by 9am to more than 98% of all UK addresses.
                                                                                     W
                                                                                     *

                                                                                     By 9am delivery is subject to recipient availability. Conditions apply. Visit
                                                                                     royalmail.com/specialdelivery for details.

          We deliver throughout the UK, however, there are certain delivery
                                                                                     **
                                                                                         On time delivery or your money back. Conditions apply. Visit royalmail.com/specialdelivery for details.
                                                                                     †
                                                                                          arcelforce Worldwide guarantee definition: A refund of the whole or a proportionate part of the consignment
                                                                                         P
          restrictions in particular areas. For more information visit                   charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services.
          royalmail.com/specialdelivery                                                  Delivery time begins from date of collection. Extended delivery times exist for outlying areas.
                                                                                         Please visit parcelforce.com for further information.

8 | Our services                                                                                                                                                                                 Our services | 9
Our Signed UK services                                                                                          Our Standard UK services
When you need the extra peace of mind of                                                                        Our reliable Standard services are easy to use
proof of delivery with a signature, choose                                                                      and offer a range of delivery options for your
from our range of Signed services.                                                                              non-valuable items.

Choose our Signed services when you need:                                                                       Choose our Standard services when you need:
• the item to arrive the next working day or within 2-3 working days                                            • the item to arrive the next working day or within 2 or 3 working days
• online proof of delivery and a signature from recipient                                                       • compensation cover up to £20
                                                                                                                • a great delivery service for non-valuable items
• compensation cover up to £50 for Royal Mail Signed For

Royal Mail Signed For® 1st Class                         Parcelforce Worldwide express48                        Royal Mail 1st Class
• Aims to deliver your item the next                    and express48large                                     • Aims to deliver your item the next
   working day                                           • Guaranteed* delivery within                            working day
Royal Mail Signed For® 2nd Class                            2 working days by close of business                 Royal Mail 2nd Class
• Aims to deliver your item within 2-3                  • Money back guarantee* if your item                  • Aims to deliver your item within 2-3
   working days                                             doesn’t arrive on time                                 working days
                                                         • Includes end-to-end tracking and
Our Signed Services:                                        signature on delivery                               Our Standard Services:                       when customers use 1st Class or
                                                                                                                • Include compensation up to £20.           2nd Class stamps, or for items sent
• Include proof of delivery and                         • Compensation cover up to £100
                                                                                                                   Valuables (money and jewellery)           to the Channel Islands, Isle of Man
   signature from recipient                              • Additional compensation can be
                                                                                                                   and items of greater value should         or to British Forces Post Office
• Include compensation up to £50.                          purchased up to £2,500 at the time                                                               (BFPO)
                                                                                                                   be sent by Royal Mail Special
   Valuables (money and jewellery)                          of posting
                                                                                                                   Delivery Guaranteed
   and items of greater value should                     • Saturday delivery available for an                                                             UK Articles for the Blind
   be sent by Royal Mail Special                                                                                • Online delivery confirmation is         UK Articles for the Blind can be posted
                                                            additional fee
   Delivery Guaranteed                                                                                             available for 1st Class and 2nd Class   1st Class and free of charge by
                                                         • Ideal for parcels over 2kg                              Small and Medium Parcels. You can
• You can view proof of delivery and                                                                                                                      arrangement. We can also arrange to
                                                         • Maximum weight of 30kg                                  confirm delivery of your parcel by
   signature online by visiting                                                                                                                            have items collected. For further
                                                                                                                   visiting royalmail.com/confirm          details, please visit royalmail.com/
   royalmail.com/signed
                                                                                                                • Are ideal for non-valuable items         articles-for-the-blind or contact
 arcelforce Worldwide guarantee definition: A refund of the whole or a proportionate part of the consignment
P
*
                                                                                                                • Please note that online delivery         Customer Services on
charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail       confirmation is not available for       03456 076 140.
Services. Delivery time begins from date of collection. Extended delivery times exist for outlying areas.
Please visit parcelforce.com for further information.                                                              Letter and Large Letter items or

10 | Our services                                                                                                                                                                      Our services | 11
Sending an International
letter or parcel is easy
                                                            What’s included:
                                                            • G
                                                               uaranteed delivery from next
                                 Parcelforce Worldwide        working day with globalexpress

                    Guaranteed
                                 globalexpress              • D
                                                               elivery from 3 working days with
                                 Parcelforce Worldwide        globalpriority
                                 globalpriority             • F
                                                               ull tracking and signature
                                                              on delivery
                                                            • Includes compensation

                                                            What’s included:
                                                            • F ull tracking, signature taken on
                                 Royal Mail International      delivery and online delivery
                                                               confirmation with International
                                 Tracked & Signed              Tracked & Signed

                    Confirmed    Royal Mail International
                                 Tracked
                                 Royal Mail International
                                                            • Full tracking and online delivery
                                                               confirmation with International
                                                               Tracked
                                                            • Signature taken on delivery for
                                 Signed                        International Signed
                                                            • Compensation of £50 included for all
                                                               Confirmed services

                                                            What’s included:
                                 Royal Mail International   • A
                                                               ims to deliver to Europe within 3-5
                                 Standard                     working days and to the rest of the

                    Standard
                                                              world within 6-7 working days with
                                 Royal Mail International     International Standard
                                 Economy
                                                            • D
                                                               elivery from 2 weeks with
                                 Parcelforce Worldwide        International Economy
                                 globalvalue                • D
                                                               elivery from 4 working days with
                                                              globalvalue

12 | Our services                                                                            Our services | 13
Our Guaranteed                                            Parcelforce Worldwide
                                                          globalexpress
                                                                                                                     Parcelforce Worldwide
                                                                                                                     globalpriority

International services                                    • Guaranteed* delivery from next
                                                             working day to USA, Canada and
                                                             Europe and from 2 working days to
                                                                                                                     • Guaranteed* delivery from
                                                                                                                        3 working days to Europe and major
                                                                                                                        destinations worldwide
                                                             the rest of the world                                   • Money back guarantee* if your item
Ideal for guaranteed, fast and secure                     • Money back guarantee* if your item                         doesn’t arrive on time
                                                             doesn’t arrive on time                                  • End-to-end tracking to
international delivery, with the added security           • End-to-end tracking to all                                 major destinations
of end-to-end tracking and online confirmation               destinations                                            • Signature on delivery, with online
                                                          • Signature on delivery, with online                         confirmation
of delivery.                                                 confirmation                                            • Includes compensation cover up
                                                          • Includes compensation cover up                             to £100
                                                             to £200                                                 • Additional compensation can be
                                                          • Additional compensation can be                             purchased up to £2,500 at the time
                                                             purchased up to £2,500 at the time                         of posting
Choose our Guaranteed services when you need:                of posting
• the item to arrive as quickly as possible
• signature on delivery and online confirmation                      Save 15% every time*** you send an item with Parcelforce Worldwide
• to track important goods online every step of the way              through joining Rewards4U.
• compensation cover for your valuable items                         To find out more and to join Rewards4U visit
                                                                     parcelforce.com/rewards4u

                                                                     Size and weight:

                                                                Maximum Length: 1.5m and 3m length and girth combined*
                                                                Weight limit: 30kg**

                                                                 Weight and size limits vary by destination.
                                                                **

                                                                For more information see parcelforce.com/countries

                                                           arcelforce Worldwide guarantee definition: A refund of the whole or a proportionate part of the consignment
                                                          P
                                                          *

                                                          charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail
                                                          Services. Delivery time begins from date of collection. Extended delivery times exist for outlying areas.
                                                          Please visit parcelforce.com for further information.
                                                          ***
                                                              excludes globalvalue and globaleconomy

14 | Our services                                                                                                                                        Our services | 15
Our Confirmed                                                                                                             All Royal Mail International Confirmed
                                                                                                                          services offer:

International services                                                                                                    • Compensation of up to £50
                                                                                                                             included
                                                                                                                          • Additional compensation of £250
                                                                                                                             also available
When you need the extra peace of mind with                                                                                • Free returns on undelivered items
proof of delivery, choose from our range of                                                                                  provided there is a UK return
                                                                                                                             address on the item
Confirmed services.
                                                                                                                          Note: We recommend that you include the addressee’s telephone number
Choose our Confirmed services when you need:                                                                              on the item, to assist in overseas delivery.
• tracking and online delivery confirmation                                                                               Please also include your address on the reverse of the item so that it can be
• signature taken on delivery                                                                                             returned in the event of non delivery.
• compensation included                                                                                                   For signature services, formal identification may be captured in lieu of signature.
Royal Mail International                                        Royal Mail International Signed
Tracked & Signed                                                • Tracked until the point your item
• Full end-to-end tracking, signature                             leaves the UK
   taken on delivery and online delivery                        • Peace of mind as your item will only
   confirmation                                                    be handed over when a signature is
• Receives priority handling in the UK                            taken on delivery
   and overseas
Royal Mail International Tracked
• Full end-to-end tracking with online
   confirmation of delivery
• Receives priority handling in the UK
   and overseas
           Service               Western Europe*                 Rest of Europe                  Rest of World

    International
                                 3-4 working days               3-5 working days               5-7 working days
    Tracked & Signed
    International
                                 3-4 working days               3-5 working days               5-7 working days
    Tracked
    International
                                           N/A                  3-5 working days               5-7 working days
    Signed
*Applies to Ireland, France, Germany , Spain , Italy, Netherlands, Switzerland, Belgium, Sweden. Austria & Luxembourg '

16 | Our services                                                                                                                                                                                 Our services | 17
International Articles for                              Prohibitions and Restrictions

Our Standard                                                                                the Blind
                                                                                            International Articles for the Blind
                                                                                                                                                    Some items are restricted or
                                                                                                                                                    prohibited for legal or safety reasons.

International services
                                                                                            can be posted using International                       For more information, see our
                                                                                            Standard up to a weight of 7kg.                         Prohibited and restricted items leaflet.
                                                                                            For further details, please visit                       Some countries have restrictions on
                                                                                            royalmail.com/articles-for-                             the items they allow in by post
Our reliable Standard services are easy to use.                                             the-blind or contact Customer                           (such as money), so please check at
                                                                                            Services on 03456 076 140.                              royalmail.com/countries-a-to-z or
                                                                                                                                                    at your local Post Office® branch
Choose our Standard services when you need:                                                 HM Forces Mail                                          before you post.
• a reliable, non-urgent delivery                                                           You can send parcels to members
• great value for larger items                                                              of HM Forces, their families and
                                                                                            civilians attached to HM Forces around
• compensation included                                                                     the world. To find out more, go to:
Royal Mail International Standard        Please visit royalmail.com/                        royalmail.com/bfpo or visit your local
                                         international-compensation for                     Post Office® branch.
• Cost effective, reliable
   delivery worldwide                    more information on compensation
                                         available for international posted
• A
   ims to deliver your item to Europe   items.
  in 3-5 working days and Rest of
  World in 6-7 working days              Parcelforce Worldwide globalvalue
• Free returns for undelivered items     • Delivery from 4 working                                International parcel sizes and weights
                                            days worldwide
Royal Mail International Economy
                                         • Includes compensation cover up
• Ideal for heavier items where            to £100
   economy is more important                                                                  Royal Mail International parcels                      Tube/rolls measuring up to:
   than speed                            • Additional compensation can be                    No single side can be longer than                     Length: 90cm
                                            purchased up to £500 at the time                  60cm and the combined height +                        Length + 2 x diameter should not be
• D
   elivery to Europe from 2 weeks          of posting                                        width + depth can be no more than                     more than 104cm
  and worldwide from 6 weeks                                                                  90cm Weight limit: 2kg*                               Weight limit: 2kg
• Letters to Europe must be sent by                                                           Parcelforce Worldwide globalvalue
  International Standard                                                                      parcels measuring up to:
                                                                                              Maximum length: 1.5m and 3m
Compensation up to a maximum of
                                                                                              length and girth combined**
£20 for actual loss is available for
                                                                                              Weight limit: 30kg**
International Standard and Economy
parcel services.
                                         At the time of going to print we have provided
Note: Cash and valuables where           information about mail to the EU based on the        Printed Papers allowable up to 5kg and must be marked ‘PRINTED PAPERS’ on front of item.
                                                                                              *

allowable to the destination country     Government’s current VAT and customs rules.          Weight and size limits vary by destination.
                                                                                              **
                                         Depending on the outcome of the UK leaving the
should be sent using our Confirmed       EU, these rules may be subject to change. Please     For more information, please visit royalmail.com/international
Services                                 keep up to date at royalmail.com

18 | Our services                                                                                                                                                                        Our services | 19
UK parcel sizes and weights                                                                                     Using our services
                                                                                                                  When we can’t deliver
         Price varies by size and weight:
                                                                                                                  Sometimes we can’t deliver a parcel or letter because
                                                                                                                  no-one’s home and it’s too big to fit through your letter
  Small Parcels can
  measure up to:
                                         Medium Parcels can
                                         measure up to:
                                                                                 Large Parcels** can
                                                                                 measure up to:
                                                                                                                  box or a signature is required. We’ll leave a ‘Something
  Length: 45cm                           Length: 61cm                            Length: 2.5m and 5m length and   for you card’ to let you know where your item is. Where
  Width: 35cm                            Width: 46cm                             girth combined
  Depth: 16cm                            Depth: 46cm                             Weight limit: 30kg               possible, we’ll aim to leave your item with a neighbour*,
  Weight limit: 2kg                      Weight limit: 20kg
                                                                                                                  but if not we’ll return it to your local Customer
  For rolled and cylinder shaped items, the length of the item plus twice the diameter must not exceed 104cm,
  with the greatest dimension being no more than 90cm. For more information: royalmail.com/size                   Service Point/Delivery Office.
  Does not apply to Parcelforce Worldwide. See ‘Large Parcels’ above for size restrictions.
  For more information about how to present your mail please visit royalmail.com/size or ask at a                 You can either collect your item or you                     Where no sender can be found, we will
  Post Office® branch.                                                                                            can arrange to have it redelivered to                       retain the item in our National Return
  express48large is only available in certain Post Office® branches. Please contact your local branch for
  specific availability.
                                                                                                                  your own address or another local                           Centre for a period of one month.
                                                                                                                  address in your area, free of charge.
                                                                                                                                                                              Returning items sent
                                                                                                                  Alternatively, for a small fee we
  UK Letter sizes and weights                                                                                     can deliver your item to a local
                                                                                                                  Post Office® branch.
                                                                                                                                                                              to a wrong address
                                                                                                                                                                              For mail incorrectly delivered to you,
                                                                                                                                                                              write ‘Delivered to wrong address’ on
                                                                                                                  You can request a redelivery online at
                                                                                                                                                                              the item and put it in any Royal Mail
                                                                                                                  royalmail.com/redelivery or by
         Price varies by size and weight:                                                                                                                                     post box.
                                                                                                                  calling the telephone number on your
                                                                                                                  ‘Something for you card’.                                   For mail correctly delivered but to
                                                                                                                                                                              someone who no longer lives there,
                                                                                                                  To make sure your item is kept safe
                                                                                                                                                                              write ‘Recipient no longer at this
  Letters can measure up to:                                 Large Letters can measure up to:                     we’ll ask you to provide proof of
                                                                                                                                                                              address’ and put it in any Royal Mail
  Length: 24cm                                               Length: 35.3cm                                       identification as well as your
                                                                                                                                                                              post box.
  Width: 16.5cm                                              Width: 25cm                                          ‘Something for you card’ whenever
  Thickness: Up to and including 0.5cm                       Thickness: Up to and including 2.5cm                 you collect your item.
  Weight limit: 100g                                         Weight limit: 750g                                   We will keep your items at your local
                                                                                                                  Customer Service Point/Delivery Office
                                                                                                                  for 18 days. After this time we will
                                                                                                                  attempt to return items to the sender.

                                                                                                                  If you would rather we did not leave your items with a neighbour or you would prefer not to accept items on their
                                                                                                                  *

                                                                                                                   behalf register online at royalmail.com/out or call 03456 113 420.

20 | Our services                                                                                                                                                                                                     Our services | 21
Other services                                                                       Receiving services
Local Collect® and Return Services
                                                                                     Redirection                               service options and ID requirements can
When you’re out we’re in                  Return Services                            Need your mail delivered quickly to       be found at royalmail.com/redirection
When purchasing items online why not      Return parcels quickly and easily          your new home? Want to help protect       or in any Post Office® branch.
choose to have your items delivered       with Royal Mail at the Post Office®.       yourself against identity theft?
                                                                                                                               PO Box®
directly to a Post Office® branch?        If you’ve ordered something online         Our Redirection service ensures your
                                                                                                                               A PO Box® allows you to collect your
With our Click & Collect service, Local   but need to return it because it           mail safely reaches your new address,
                                                                                                                               parcels and letters at a time and place
Collect, you can arrange to have your     doesn’t quite fit or it’s faulty,          whether you are making a temporary
                                                                                                                               that is convenient for you.
item sent to one of 11,500 Post Office®   simply return it at one of the 11,500      move or relocating permanently.
                                                                                                                               It is a private and reliable delivery
branches, or 1,200 Royal Mail             Post Office® branches nationwide.          You can redirect to any UK or
                                                                                                                               solution for people who travel
Customer Service Points/Delivery          With our Tracked Returns service you       international address for periods
                                                                                                                               abroad regularly, buy goods online,
Offices nationwide so you can choose      can return items purchased online          of up to 3, 6 or 12 months.
                                                                                                                               frequently receive confidential or
a location that is convenient for you.    from many retailers for free. Simply       The law prevents us from redirecting      private mail and for people living in
Look for the Local Collect delivery       apply the label provided onto the item,    certain items such as mail relating to    shared accommodation.
option when shopping online.              or create and print your returns label     benefits, and there are restrictions on
                                                                                                                               Your mail is held at your local Delivery
For more information about our            online. Then simply take your item to      the types of mail we can redirect
                                                                                                                               Office until you are ready to pick it up.
Local Collect service visit               any Post Office® branch and ask for a      internationally, such as mail items
                                                                                                                               For an additional fee, we offer extra
royalmail.com/chooselocalcollect          Certicate of Posting. Your item will be    containing goods and items requiring
                                                                                                                               services such as having your PO Box®
                                          tracked on its way back to the retailer.   a signature (e.g. Special Delivery
                                                                                                                               mail delivered to your home address.
                                          Post Office® branches are now open         Guaranteed) overseas. Mail can also
                                                                                     be redirected for someone who has         To order an application form for a
                                          earlier and later than you may think
                                                                                     passed away or for whom you have          PO Box® visit royalmail.com/po-box
                                          and often on Sundays too.
                                          Visit postoffice/branchfinder to           power of attorney.
                                          search for your nearest branch and         For this service you will need to
                                          check opening times.                       fill out our ‘Special Circumstances’
                                          For more information about our             application form.
                                          returns services visit                     Full terms and conditions, prices,
                                          royalmail.com/returns
                                                                                      Royal Mail Keepsafe®                     while you’re gone and deliver it when
                                                                                      Going away? Don’t advertise your         you return.
                                                                                      holiday plans with a pile of mail        Keepsafe takes just five days to set
                                                                                      building up on the door mat.             up and helps prevent identity fraud.
                                                                                      We can hold onto your household or       For more details visit
                                                                                      business mail for up to two months       royalmail.com/keepsafe

22 | Our services                                                                                                                                           Our services | 23
Mailing Services                                                                          Special Stamps and Souvenirs
                                                                                          Each year we create a range of beautiful Special Stamp
MailshotMaker                                   Mail Made Easy                            issues to celebrate the nation’s great events and passions,
MailshotMaker is an online tool that            Talk to our experts                       from the biggest film releases, pop icons, anniversaries, Royal
helps you create and send professional          If you would like help in getting the     Weddings, wildlife, flowers and fauna. So whether you’re
mailshots.                                      maximum from mail - try Mail Made         looking for a thoughtful gift – or you’d like to add to your own
                                                Easy. You’ll partner with one of our
It’s easy to use, with templates and a
                                                trusted direct mail providers who’ll
                                                                                          collection – we have a magnificent range of options for all
photo library, along with hints and tips
to guide you through every step.                help you through your campaign -          ages and every interest.
You can create a mail pack from as              whether that’s finding the right target
little as 49p*.                                 audience, developing design and
                                                messaging to boost ROI, print and
There are three simple formats to               production or reporting on the results
choose from including an A4 letter, A5          – our experts are there to help you.
postcard and A5 self-mailer and you’ll
even get a free sample of your mailing          From professionally addressed mail to
before you commit.                              promotional door drops and high           Stamp Souvenirs                            2018 Stamps Yearpack
                                                quality catalogues, we can make the       Perfect as gifts or keepsakes, Stamp       A great way to buy all of the Special
Visit mailshotmaker.com to see how              whole process easy.
it can help grow your business.                                                           Souvenirs feature the Special Stamps       Stamps from 2018 in one go. This
                                                Phone us on 0800 014 2358 to learn        from each issue on specially designed      contains the entire 2018 Special Stamp
*Plus VAT at 20%. A4 letter format, 2nd Class   more or visit royalmail.com/easymail      envelopes. They also come complete         programme, all in stunning mint
postage, no minimum volume.                                                               with a special postmark with the date      condition. They come in a decorative,
                                                                                          of issue and an information card to tell   protective folder to keep all the stamps
                                                                                          you all about the subject. Visit           in perfect condition. A perfect gift or an
                                                                                          royalmail.com/stamps                       excellent way for you to collect.

                                                                                                                                 Presentation Packs
                                                                                                                                 Each richly illustrated Presentation Pack
                                                                                                                                 contains all of the issue’s Special Stamps,
                                                                                                                                 together with a wealth of information
                                                                                                                                 provided by an acknowledged expert on
                                                                                                                                 the subject of the stamps. Available from
                                                                                                                                 selected Post Office® branches.

24 | Our services                                                                                                                                                 Our services | 25
Addressing your item                                                                                                   What you can and cannot send through the post
In order to deliver a parcel or letter, we need to have an accurate address complete                                   General Prohibitions and Restrictions      certain countries.
with postcode. Please ensure the address is written clearly and is laid out like the                                   There are certain items and                Prohibited and restricted items
diagram below. Remember to include a return address on the reverse of the parcel                                       substances that we cannot accept and       include, but are not limited to;
or letter, in case there are any issues when we try to deliver.                                                        must not be sent by customers. This is     aerosols, alcoholic beverages, all
                                                                                                                       to comply with national and                types of batteries, Christmas
UK Address                                                                                                             international regulations governing the    crackers, electronic items, lighters,
                                                               All lines of the address should be le                  carriage of mail, to protect the health,   liquids, matches, medicines, nail
                                                               justified with no punctuation separating                safety and wellbeing of our employees,     varnish, paints, perfumes and
                                                               the address elements.
                                                                                                                       customers and the general public.          perishables. You are responsible for
                    Mr R Smith                                Line 1: Addressee’s name                                                                            checking whether or not an item is
                    1 Chapel Hill                             Line 2: Name/number and street name
                                                                                                                       What are the prohibitions?                 prohibited or restricted. Information is
                    Heswall                                   Line 3: Locality name, if required
                                                                                                                       “Dangerous Goods” form the largest         available from the “Prohibited and
                                                                                                                       proportion of prohibited items and they    restricted items” leaflet in Post Office
                    BOURNEMOUTH                               Line 4: POST TOWN, please print in capitals
                                                              Line 5: POSTCODE, please print in capitals, in full,     are articles or substances which are       branches, which details some of the
                    BH1 1AA                                         and on a separate line                             capable of posing a risk to health,        more common prohibitions and
                                                              You do not need to include a county name provided
                                                              the POST TOWN and POSTCODE are used.                     safety, property or the environment.       restrictions. Up to date information is
                                                                                                                       Regulations prohibit the majority of       available from royalmail.com/
International Address                                                                                                  dangerous goods in the mail. We also       prohibitedandrestricted or
                                                                                                                       prohibit other items for legal reasons,    parcelforce.com/help-and-advice/
When sending an item internationally, the country name should be written in                                            or where in our opinion they may be        sending/prohibitions-and-
CAPITALS, in English, as the last line of the address.                                                                 harmful or dangerous to our                restrictions
                                                               Ideally, the destination address should contain:        customers or employees. All countries      If you send prohibited items or
                    Include an Airmail sticker
                    if being sent by Airmail                                                                           that you post to Internationally will      restricted items (and you do not
                                                               Line 1: Name of the person and/or organisation          have their own prohibitions and            comply with the relevant restricted
                    Sr. C. Fernandez                                 you are sending the package to                    restrictions, so you should check          requirements) we may deal with the
                    Av das A’Augsa Livres                      Line 2: Building number and street or road name         specific country restrictions before       goods as we see fit, including, but not
                    Monté Trigo                                Line 3: Place name                                      sending your parcel.                       limited to, disposing of the parcels
                                                               Line 4: Name of province, state, department
                    7220 Portel                                      and postal code (if appropriate)                  What are the restrictions?                 concerned (in whole or in part).
                                                                                                                                                                  Failure to comply with the regulations
                    PORTUGAL                                   Line 5: Name of the COUNTRY in capitals                 There are some items that can be
                                                               Lines should all start at the same point.                                                          could result in prosecution.
                                                               Do not centre or stagger them.                          carried only when specific
                                                                                                                       requirements are met. All restricted       Packaging and wrapping
Please include a return address on the letter or parcel – somewhere where it                                           items must be presented at a Post          There are certain items that need to be
can’t be confused with the destination address – so it can be returned to you if                                       Office branch so we can confirm your       packed more carefully before they are
there’s a problem delivering it. For parcels, it’s helpful to include the addressee’s                                  item meets these conditions.               sent through the post. Wrapping and
telephone number to assist in delivery.                                                                                If you are posting to international        packaging advice, both general and
                                                                                                                       destinations there may be other            item specific can be found at
N.B. Royal Mail has no liability to pay any compensation if the reason why an item could not be delivered is because
it does not contain a full and accurate address, including the postcode. For more details please refer to page 36.     specific items that are not accepted by    royalmail.com/wrapping

26 | Our services                                                                                                                                                                             Our services | 27
Using our services                                                                 For countries subject to sanctions,
                                                                                   there are specific restrictions in place
                                                                                                                                 The list of designated individuals
                                                                                                                                 and organisations can be found at:

International sanctions                                                            on sending certain types of goods.
                                                                                   These are often goods that can be
                                                                                                                                 royalmail.com/international-
                                                                                                                                 sanctions
                                                                                   used for military or dual use purposes.       Please note that none of the above is
                                                                                   If you are posting items to any               intended as legal advice and is not be
Our customers send mail around the       Where can I find out more information?    sanctioned country you must make              seen as an exhaustive description of
world every day. However, a number       If you are sending mail from the United   sure you are allowed to send the item         the sanctions rules that may apply to
of countries and international           Kingdom, the UK Government’s              to that country.                              you, or the items you are posting.
organisations, including the United      dedicated sanctions website at            Individuals and organisations that are
Kingdom and the European Union,          gov.uk/sanctions-embargoes-and-
impose certain restrictions, also                                                  subject to sanctions
                                         restrictions provides useful
known as sanctions, on what you          information, including links to           The UK Government maintains a list of
can send to certain individuals,         relevant information, published by        individuals and organisations (for
organisations or countries.              the United Nations (UN) and the           example, banks or utility companies or
Sanctions can take many forms but        European Union (EU).                      terrorist organisations) that are
are generally aimed at preventing                                                  subject to sanctions, recognised by the
                                         The Government’s website includes         UK (which includes sanctions
certain goods, services, finance and     information on:
knowledge being supplied to                                                        originating from the EU and the UN).
particular recipients.                   Countries that are subject to sanctions   It is generally prohibited to have dealings
                                         Over recent years these countries have    with these ‘designated’ individuals and
Rules on sanctions                                                                 organisations, for example, sending
                                         included those listed below.
It is your responsibility to check                                                 money or goods to them.
                                         However, the list changes and you
whether the item you wish to post                                                  They are often individuals and
                                         should check a country’s status before
breaks any sanctions rules.                                                        organisations linked to, or based in,
                                         posting an item.
If you break the sanctions rules, we                                               the countries mentioned above.
                                         Afghanistan, Azerbaijan, Armenia,
can deal with your postal items in a                                               However, they may be based anywhere
                                         Belarus, Burma (Myanmar), China,
number of ways including disposing                                                 in the world, including the UK. You
                                         Democratic Republic of Congo, Egypt,
of them.                                                                           should seek specialist advice if you
                                         Eritrea, Republic of Guinea (Conakry),
You may also face investigation by the   Guinea-Bissau, Haiti, Iran, Iraq, Ivory   wish to post items to a designated
relevant authorities.                    Coast, North Korea, Lebanon, Liberia,     individual or organisation.
                                         Libya, Sierra Leone, Somalia, South
                                         Sudan, Sudan, Syria, Tunisia, Ukraine
                                         (Crimea/Sebastopol) and Zimbabwe.

28 | Our services                                                                                                                                            Our services | 29
Using our services                                                                                     Europe
                                                                                                       Albania                 Kyrgyzstan
Working out your international                                                                         Andorra
                                                                                                       Armenia
                                                                                                                               Latvia (EU)
                                                                                                                               Liechtenstein
postage prices                                                                                         Austria (EU)            Lithuania (EU)
                                                                                                       Azerbaijan              Luxembourg (EU)
To calculate the exact cost, please refer        Postal zones                                          Azores (EU)             Macedonia (Former Yugoslav Rep.of)
to the ‘Our prices’ leaflet, or visit            The map below shows our Europe and                    Balearic Islands (EU)   Madeira (EU)
royalmail.com/price-finder                       World zones. European destinations
                                                                                                       Belarus                 Malta (EU)
Where is it going?                               appear in the table opposite and World
                                                 zone 2 generally covers Australasian                  Belgium (EU)            Moldova
There are three postal zones: Europe,
                                                 destinations. The remaining countries                 Bosnia Herzegovina      Monaco (EU)
World zone 1 and World zone 2.
                                                 fall into World zone 1. For a full list of            Bulgaria (EU)           Montenegro
The postage price for your item will
                                                 country destinations by zone, please                  Canary Islands          Netherlands (EU)
be affected by the zone you are
                                                 go to
sending it to.                                                                                         Corsica (EU)            Norway (inc Spitzbergen)
                                                 royalmail.com/world-zones or ask
Please note that the Republic of Ireland         at your local Post Office® branch.                    Croatia (EU)            Poland (EU)
is an (EU) international destination and                                                               Cyprus (EU)             Portugal (EU
should be treated as such when
addressing your item and paying for                                                                    Czech Republic (EU)     Republic of Ireland (EU)
                                                 Key    UK    Europe    World zone 1    World zone 2
its postage.                                                                                           Denmark (EU)            Romania (EU)
                                                 Please note that Singapore is in World zone 2.
                                                                                                       Estonia (EU)            Russia
                                                                                                       Faroe Islands           San Marino
                                                                                                       Finland (EU)            Serbia
                                                                                                       France (EU)             Slovakia (EU)
                                                                                                       Georgia                 Slovenia (EU)
                                                                                                       Germany (EU)            Spain (EU)
                                                                                                       Gibraltar               Sweden (EU)
                                                                                                       Greece (EU)             Switzerland
                                                                                                       Greenland               Tajikistan
                                                                                                       Hungary (EU)            Turkey
                                                                                                       Iceland                 Turkmenistan
                                                                                                       Italy (EU)              Ukraine
                                                                                                       Kazakhstan              Uzbekistan
At the time of going to print we have provided information about mail to the EU based on the           Kosovo                  Vatican City State
Government’s current VAT and customs rules. Depending on the outcome of the UK leaving the EU,
these rules may be subject to change. Please keep up to date at royalmail.com

30 | Our services                                                                                                                                         Our services | 31
Using our services                                                               General Customs information
                                                                                 • All mail items, including those                 • A sk for the adhesive plastic
Customs declaration form                                                            addressed to EU countries, may be
                                                                                    examined by Customs
                                                                                                                                       envelope SP126 to attach the form
                                                                                                                                       to your package
                                                                                 • Mail containing only letters,                   • Depending on the value of the goods,
Do you need a Customs                                                               documents or other forms of                        you may need one or two copies of
declaration form?                                                                   correspondence do not require a                    Customs declarations. Please check
You DON’T need to complete a                                                        Customs declaration form                           at your Post Office® branch
Customs declaration form if                                                      • You must not send any item                      • Customs declaration forms are
you’re sending:                                                                     addressed to a country in which the                available from any Post Office®
• Letters, postcards and                                                           item is prohibited. Restrictions vary              branch or, if you prefer, you can
   documents alone                                                                  from country to country. You are                   download them from
• Small packets and packages                                                       responsible for checking whether an                royalmail.com/customs
   containing goods to countries                                                    item is prohibited. See
                                                                                    royalmail.com/countries-a-to-z                  Export licences
   marked ‘EU’ and listed under
   Europe on page 31                                                             • Goods up to the value of £270 – if              For some goods, you need an export
                                                                                    you do need a Customs declaration               licence from the Department for
You DO need to complete a Customs          VAT requirements for businesses          form, you should use the CN22                   Business before you are allowed to
declaration form if you’re sending:        For proof of export purposes, you        form. You’ll need to fill in all the            export them. To find out which goods
• Small packets and packages              should provide HM Revenue and                                                            are affected, just call 0207 215 4594.
                                                                                    details on the Customs declaration
   containing goods to countries not       Customs with proof of posting (you       and ensure that it is signed and                For more useful information on HM
   marked ‘EU’ and listed under the        can get this from any Post Office®       dated. The CN22 should be placed as             Revenue and Customs, have a look at
   Europe Zone on page 31                  branch). Alternatively, a Customs        close as possible to the top left hand          gov.uk You can also contact the HM
• Packages containing goods to the        Certificate of Posting form can          corner on the front of the item and             Revenue and Customs National Advice
   Channel Islands (even though the        be obtained by calling HM Revenue        you should also write or type your              Service on 0300 200 3700.
   postage rates to the Channel Islands    and Customs National Advice Service      name and address adjacent to it
   are the same as for the UK)             on 0300 200 3700 or visiting
                                                                                 • Goods worth more than £270 – in
                                           gov.uk These forms must
• If you are sending items to countries                                            this case you should use the CN23
                                           be signed and date stamped by a
   outside the EU or Channel Islands by                                             form. The CN23 form must include
                                           member of Post Office® staff at the
   the Printed Papers service, we                                                   details of postage and other fees                     Check if you need to fill in a
                                           time of posting.
   advise you to complete and sign a                                                such as insurance                                     Customs declaration form
   Customs declaration form. It’s
   compulsory if you are sending
   books to many destinations
Parcelforce Worldwide                                                            At the time of going to print we have provided
                                                                                 information about mail to the EU based on the
For up to date information on the                                                Government’s current VAT and customs rules.
documents required when sending                                                  Depending on the outcome of the UK leaving the
                                                                                 EU, these rules may be subject to change. Please
with Parcelforce Worldwide, please                                               keep up to date at royalmail.com
visit parcelforce.com/customs

32 | Our services                                                                                                                                               Our services | 33
Using our services                                                                                                  If something goes wrong
Service standards                                                                                                   Complaints, claims and compensation
                                                                                                                    If an item of mail you have posted with    Where compensation is excluded:
We are committed to delivering                             Where is it going?
                                                                                                                    Royal Mail is lost, damaged or delayed     • Incorrectly addressed mail items
you a great service. That’s why                            We aim to deliver daily to over 99.9%                    and you have met the conditions of
we consistently check our                                  of the 29 million addresses in the UK.                                                              • Where there is insufficient postage
                                                                                                                    posting, you may have a claim for
service standards.                                         However, there are a few addresses                       compensation. This section covers          • Where the packaging is inadequate
                                                           where we are unable to deliver due to                    what compensation is available and            for the contents
We will:
                                                           exceptional circumstances and where                      how you can make a claim for lost,         • Where valuables such as money*
• Measure our parcel and letter                           the safety of our staff may be at risk.                  damaged or delayed stamped and                or jewellery** are sent via a service
   delivery service independently,                         Our exceptions policy has been agreed                    franked items. There are different rules      other than Royal Mail Special
   locally and nationally                                  with our regulator.                                      for items sent by customers who have          Delivery Guaranteed
• Publish our parcel and letter                           Find out more at royalmail.com/uso                       a Royal Mail business account.             • Where the item is posted with
   delivery results for each of the                                                                                 For more information please visit             another postal operator
   121 postcode areas served by                            Postcode changes                                         royalmail.com/terms-and-
                                                                                                                                                               • In severe weather conditions
   Royal Mail nationwide                                   Our Postcode Address File (PAF) holds                    conditions
                                                           details of every address and postcode                                                               • Acts of terrorism or vandalism
• Respond to your enquiries and
   complaints in a timely and                              in the UK. On rare occasions, we are                      Please note Royal Mail is not             • Items with contents that are either
   professional manner                                     required to change postcodes.                             obliged to pay compensation or               prohibited or restricted where the
                                                           If this becomes necessary we will write                   provide a postage refund where               requirements for the acceptance of
• Provide the phone number
                                                           to you directly and advertise                             the terms of its services are not            those items have not been met
   and address of Customer
   Services on post boxes and                              the change in the local press.                            met, nor in circumstances                 Please note Royal Mail may change
   at Post Office® branches                                For more information on postcode                          beyond its control.                       compensation terms.
Find out more at                                           changes, download the PAF Code of
royalmail.com/standards                                    Practice from: royalmail.com/                            For more information on Royal Mail’s retail compensation policy for lost items
                                                           postcode-finder and refer to the                         please visit: royalmail.com/retail-compensation-policy-loss
                                                           ‘Need help’ section.
                                                                                                                    For more information on Royal Mail’s retail compensation policy for delay please
                                                                                                                    visit: royalmail.com/retail-compensation-policy-delay

                                                                                                                    For more information on Royal Mail’s retail compensation policy for damage and
If you’re sending money in the post, here’s how to make sure it arrives safely:
                                                                                                                    part loss please visit: royalmail.com/retail-compensation-policy-damage
If you need to send money or jewellery, you must use Special Delivery Guaranteed as this will enable you to claim
compensation in the unlikely event of loss or damage. Money should be packaged securely and should not be           For more information on Royal Mail’s available compensation for lost or
visible from the outside. Do not indicate anywhere on the packaging that money is enclosed. Coins should never be
sent in envelopes – our automated sorting machinery may damage envelopes containing coins, which can lead to        damaged International items posted using Stamps, Franking and VAT exempt
delay in delivery and increase the likelihood of the contents being lost.                                           account mail please visit: royalmail.com/international-compensation

34 | Our services                                                                                                                                                                           Our services | 35
If something goes wrong                                                                                               If something goes wrong
Making a claim                                                                                                        Complaints procedure (how to get in touch)
How much can you claim?                                       To support any claim we will require
                                                                                                                      Not happy with our service?               take longer to conclude, particularly
You can claim the actual cost of the                          both the evidence of posting and
                                                                                                                      This section relates to Royal Mail        if they concern lost post.
item to you, i.e. what it cost you to                         evidence of the cost to you such
                                                              as receipts, invoices, PayPal® records,                 products and services only. If you are    We aim to resolve enquiries relating
acquire, purchase or manufacture the
                                                              manufacturing costs, auctioneer’s                       unhappy with a product or service         to UK (inland) postal services,
item (or repair in the event of damage)
                                                              valuation and repair costs in the case                  provided by Royal Mail, you can get in    including getting our response to you,
– up to a maximum of its market value
                                                              of damage claims.                                       touch with our Customer Services          within 30 calendar days of receipt of
or up to the maximum compensation
                                                                                                                      team in a number of ways, including       your initial complaint and supply of all
payable for the service, whichever is
                                                                                                                      email, letter and telephone.              necessary information.
the lower of these.
                                                                                                                                                                Many straightforward claims will be
                                                                                                                      Our complaints handling procedure
                                                                                                                                                                resolved more quickly.
                                                                                                                      Royal Mail has a complaints handling
                                                                                                                                                                Claims relating to international postal
                                                                                                                      procedure which conforms to the
                                                                                                                                                                services often take in excess of three
                                                                                                                      postal industry guidelines laid down
                                                                                                                                                                months to resolve because
                                                                                                                      by our regulator.
                                                                                                                                                                international postal operators have up
                                                                                                                      You can obtain a copy of our              to three months in which to respond to
          How to make a claim                                                                                         complaints handling procedure by          a request for information.
                                                                                                                      visiting our website at
     Our online claim form makes claiming for loss, damaged or delayed items                                                                                    If your issue cannot be resolved under
                                                                                                                      royalmail.com/customer-services
     easy. Visit royalmail.com/claims and complete the easy-to-use form. This                                                                                   our complaints handling procedure,
                                                                                                                      or by contacting our Customer
     gives you the option to make multiple claims with minimal effort. You’ll also                                                                              Royal Mail is a member of the ‘Postal
                                                                                                                      Services team.
     find all the supporting information you need such as our loss, damage and                                                                                  Redress Service’ (‘POSTRS’). This is an
     delay compensation policies, or to find out more about our complaint                                             We will try to resolve your issue when    independent body to which you can
     handling standards.                                                                                              you initially contact our Customer        refer a complaint relating to certain
     Alternatively you can get in touch with our Customer Services Team by telephone however you’ll still need to     Services team.                            products and services if:
     send us your supporting claim evidence.                                                                          However, if you are not satisfied with    • Our complaints handling procedure
                                                                                                                      the response you receive, you can ask         has been exhausted without your
                                                                                                                      to have your complaint escalated.             issue being resolved to your
*
 The Royal Mail definition of money includes:
•	Coins and bank notes of any currency which are legal tender at the time of posting; • postal orders, cheques       Royal Mail has an internal review panel       satisfaction, or
   and dividend warrants uncrossed and payable to bearer; • unused postage and revenue stamps and National            which can take a fresh look at your       • Your issue is not resolved within the
   Insurance stamps; Exchequer bills, bills of exchange, promissory notes and credit notes; Bonds, bond coupons       complaint if you remain unhappy with
   and any other investment certificates; and • coupons, vouchers, tickets, tokens, cards, stamps and other                                                         time period set out in our
                                                                                                                      the outcome.
   documents that can be exchanged in whole or in part for money, goods or services.                                                                                complaints handling procedure
 The Royal Mail definition of jewellery includes:
**                                                                                                                    Royal Mail aims to acknowledge and
                                                                                                                                                                If your complaint reaches a stage
•	Any precious metal that has been manufactured in such a way as to add value to the raw material, including coins   resolve all problems as quickly as we
   used for ornament; • diamonds and precious stones; • watches – the cases of which are made wholly or mainly                                                  where access to POSTRS is an
   of precious metal; • similar articles with an intrinsic value other than the value of the workmanship.
                                                                                                                      can. However, some enquiries can

36 | Our services                                                                                                                                                                           Our services | 37
appropriate option, we will provide you
with full details of the service, so that   Notes
you can decide whether you wish to
refer your complaint.

       For free, independent,
  confidential and impartial advice on
  consumer issues visit
  adviceguide.org.uk or call the
  Citizens Advice® consumer
  helpline on 03454 040 506.
  Citizens Advice® is an independent
  organisation which can offer you
  free advice on how to complain.
  However, they cannot make a
  complaint or claim on your
  behalf,nor provide general advice
  on specific Royal Mail products
  and services.

38 | Our services                                   Our services | 39
Notes               Notes

40 | Our services           Our services | 41
Notes               To help you

                    Royal Mail can arrange for alternative                     To obtain a free copy call Customer
                    formats of this booklet to be sent to                      Services on 03457 740 740.
                    you in:                                                    If you are deaf or hearing impaired, we
                    • Large print                                              offer a Textphone service on
                    • Braille                                                  03456 000 606.
                    • Audio CD                                                 Alternatively, please visit our website
                                                                               royalmail.com which has been
                    • Audio cassette
                                                                               designed with all of our customers
                                                                               in mind.

                    Contact us
                    For more information on Royal Mail services visit royalmail.com

                    For more information on Parcelforce Worldwide services visit
                    parcelforce.com or call 03448 004 466

                    Correct at going to print on 8 February 2019

                    Although correct at the date this leaflet went to print (February 2019), postal fees, compensation arrangements
                    and other terms and conditions are subject to revision from time to time and services may be added or
                    withdrawn. Up-to-date information may be obtained by contacting Royal Mail Customer Services on 03457
                    740 740. All services referred to in this guide (with the exception of Royal Mail Special Delivery Guaranteed by
                    9am, Royal Mail Sameday and Consequential Loss, and all Parcelforce Worldwide services which are subject
                    to their own terms and conditions) are provided under Schemes made or deemed to be made by Royal Mail
                    Group Ltd, under section 89 of the Postal Services Act 2000, as amended by the Postal Services Act 2011. All
                    rights reserved. Post Office is a registered trade mark of Post Office Ltd. Royal Mail, the cruciform, Parcelforce
                    Worldwide, the Parcelforce Worldwide globe and all marks indicated with ® are registered trade marks of Royal
                    Mail Group Ltd. © Royal Mail Group Ltd 2019. All rights reserved. Royal Mail Group Ltd, registered in England
                    and Wales, number 4138203, registered office: 100 Victoria Embankment, London, EC4Y 0HQ.

42 | Our services                                                                                                     Our services | 43
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