Home > Royal Mail Group > Issues with Letters, Parcels & Postage

Issues with Letters, Parcels & Postage

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We're sorry there's been a problem with your RMG parcel or letter, to find out how you should claim please choose from the options below:

Not received an item you bought online – who should you contact? Opens in new window

Claiming for lost or damaged items

How you claim depends on the service used, how and where the postage was paid for and/or where your item was posted:



Online postage

At a Post Office

Parcelforce items Opens in new window

Business Account

To UK from abroad


Claiming for delayed items

Delay compensation may be available based the service used and delivery date. Find out how to claim a fee refund below:

We will continue to accept, prioritise and deliver as many Special Delivery Guaranteed by 9am or 1pm items as resources allow during industrial action. We cannot however guarantee delivery next day for items sent during periods of industrial action.
We are therefore suspending the delivery guarantee for items posted on Wednesday 12 October, Thursday 13 October and Friday 14 October and items posted from Wednesday 19 October up to and including Wednesday 26 October.
Customers will not be able to claim for late delivery or consequential loss as a result of delay for items posted on these dates and which are not delivered on time.

Special Delivery items

Other items


Claiming for failure to obtain a signature

Please note, although we obtain a signature on delivery for International Signed and International Tracked & Signed items, these are not available to view online via Track your item. For more information see our terms and conditions.
You can still claim the fee refund if we’ve delivered a Royal Mail Signed For® item without confirming the item has been delivered at Make your claim here.

Claiming for damaged property

For damaged items of mail see the Claiming for lost or damaged items section above.

Who to contact if we've caused damage to your property.


Providing evidence for an existing claim

If we’ve been in touch to ask for evidence for an existing claim - proof of posting / proof of value / photos of damaged item etc - the quickest way to send it is by completing our online form. You’ll need your claim reference number, this will be in the letter / email we sent.

Provide evidence


Cancelling a claim

Sometimes claims can be resolved before we've completed our investigation. If that happens, let us know here:

Cancel my claim


Our compensation policies provide full details of when you can claim

Items sent to another country:

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