Claims Centre

Please Note due to the current coronavirus situation, we’ve made the following changes:

  • Special Delivery Guaranteed by 9am – We will no longer guarantee deliveries by 9.00am the next working day for items posted from Tuesday 31 March 2020 onwards. From this date we will instead guarantee deliveries by 12.00pm. As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 9.00am service that are delivered between 9.00am and 12.00pm, from that date.

  • Special Delivery Guaranteed by 1pm – We will no longer guarantee deliveries by 1.00pm the next working day for items posted from Tuesday 31 March 2020 onwards. From this date we will instead guarantee deliveries by 9.00pm. As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1.00pm service that are delivered between 1.00pm and 9.00pm, from that date.

    For items posted from Thursday 19 March 2020 up to and including Monday 30 March 2020 a guarantee will not be offered.  As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1.00pm service during this period.

  • We’re no longer asking recipients to sign for items delivered on or after Saturday 14 March 2020 until further notice. Due to the extraordinary nature of current events, we will not pay a postage fee refund for not capturing a signature. Similarly, we will not consider a claim for loss based on the lack of signature. We will still capture the recipient’s name and confirmation of delivery which can be viewed at www.royalmail.com/track-your-item. Find out more at www.royalmail.com/coronavirus.

We’re sorry there’s been a problem, to find out how you should claim please choose from the options below:

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:

Stamps    Franked    Online postage    At a Post Office

Parcelforce items    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:

Special Delivery items    Other items


Claiming for failure to obtain a signature

If we’ve delivered your item but didn’t obtain a signature find out how to claim a fee refund below:

Special Delivery items    Signed For items

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.


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


Our compensation policies provide full details of when you can claim

Items sent in the UK:

Items sent to another country:

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