Advice for consumers

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href="https://web.archive.org/web/20190812171932/https://www.ofcom.org.uk/postal-services">Postal services</a></li> <li>Advice for consumers</li> </ol> </div>  <div class="row"> <div class="large-8 columns"> <div class="header-container"> <h1 class="page-title">Advice for consumers</h1>  </div> <hr> <h2>Complaints</h2><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98929"> <a href="#accordion__target-98929">How do I complain about my postal service?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98929"> <p><strong>Although it is our role to regulate the postal industry, we are unable to investigate individual complaints about postal operators. </strong></p><p>All postal operators must have in place a complaints procedure. See below for more details.<hr/><h2>Royal Mail</h2><p>If you have a complaint about Royal Mail, please contact the company directly:</p><p>Royal Mail Customer Service Centre, FREEPOST ROYAL MAIL CUSTOMER SERVICES.</p><p>Tel: 03457 740 740 (textphone 0846 000606)</p><p><a href="https://web.archive.org/web/20190812171932/http://www2.royalmail.com/customer-service" target="_blank" rel="external"><u>Royal Mail Customer Services</u></a></p><p>Royal Mail's complaints procedure can be found on the <a href="https://web.archive.org/web/20190812171932/https://www.royalmail.com/sites/default/files/complaint-handling-process-english--21-10-2015.pdf" rel="external"><u>Royal Mail website</u></a>.</p><p>If your complaint cannot be resolved, you can ask the <a href="https://web.archive.org/web/20190812171932/https://www.cedr.com/postrs" target="_blank" rel="external"><u>Independent Postal Redress scheme</u></a> (POSTRS) to investigate your case. POSTRS is the alternative dispute resolution (ADR) body for postal matters. More information is available  on <a href="https://web.archive.org/web/20190812171932/https://www.ofcom.org.uk/phones-telecoms-and-internet/how-to-report-a-complaint/dispute-resolution"><u>our ADR page</u></a>.</p><p>The scheme can only investigate complaints about certain Royal Mail postal services.</p><p>If your complaint isn't covered by ADR, and you remain dissatisfied with Royal Mail's response, you should seek independent legal advice.</p><p>For independent advice or guidance, you can contact the Citizens Advice consumer service. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. You can contact the Citizens Advice consumer service by telephone on 03454 04 05 06 or via <a href="https://web.archive.org/web/20190812171932/http://www.adviceguide.org.uk/" rel="external"><u>its website</u></a>.</p><h2>Other postal operators</h2><p>If your complaint is about an operator other than Royal Mail, please contact the manager responsible for complaints within the company.</p><p>If you remain dissatisfied with the regulated operators' response to your complaint, you should seek independent legal advice.</p><p>For independent advice or guidance, you can contact the Citizens Advice consumer service. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. You can contact the Citizens Advice consumer service by telephone on 03454 04 05 06 or via <a href="https://web.archive.org/web/20190812171932/http://www.adviceguide.org.uk/" rel="external"><u>its website</u></a>.</p><h2>Post Office Limited</h2><p>We don't regulate Post Office Limited. If you have a complaint about Post Office Limited, you should contact the manager responsible for complaints within the company.</p><p>Post Office customer services - 08457 22 33 44</p><p>For independent advice or guidance, you can contact the Citizens Advice consumer service. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. You can contact the Citizens Advice consumer service by telephone on 03454 04 05 06 or via <a href="https://web.archive.org/web/20190812171932/http://www.adviceguide.org.uk/" rel="external"><u>its website</u></a>.</p> </div> </div> </div><h2>Problems</h2><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98935"> <a href="#accordion__target-98935">What do I do if mail arrives damaged or has not arrived at all?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98935"> <p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">You will need to contact Royal Mail’s Customer Services department, either by telephone, writing or via Royal Mail’s website.</strong></p><p style="border: 0px currentcolor; border-image: none;">Royal Mail's retail compensation arrangements entitle customers to a certain amount of compensation for retail mail (e.g. stamped or metered mail including Special Delivery Guaranteed and Signed For) that is lost, damaged or delayed, as follows:</p><p style="border: 0px currentcolor; border-image: none;">* For items posted with Royal Mail which have no intrinsic value or where a claimant cannot provide proof of posting, there will be compensation for loss, damage and delay of a minimum of six First Class standard letter stamps.<br/>* For items posted with Royal Mail using First or Second Class standard services, which are lost or damaged, that have an intrinsic value, with proof of posting and proof of value (such as an invoice or receipt), customers will be entitled to a postage refund plus compensation for actual loss up to the value of the item, or £20, whichever is the lowest</p><p style="border: 0px currentcolor; border-image: none;">* For items posted with Royal Mail using Signed For services, which are lost or damaged, that have an intrinsic value, with proof of posting and proof of value (such as an invoice or receipt), customers will be entitled to a postage refund plus compensation for actual loss up to the value of the item, or £50 , whichever is the lowest</p><p>* For items posted with Royal Mail using Special Delivery services, which are lost or damaged, that have an intrinsic value, with proof of posting and proof of value (such as an invoice or receipt), customers will be entitled to a postage refund plus the compensation for actual loss up to the value of the item, or the value associated with the Special Delivery product purchased, whichever is the lowest</p><p>* Compensation for delayed retail mail will become payable 3 working days after the due delivery date<br/>* £5 and £10 payments for delay and substantial delay for Special Delivery (not posted on account)<br/>* Redirected retail mail is eligible for compensation for delay<br/>* Users of the Articles for the Blind service can claim compensation for loss, damage and delay<br/> <br/>With regards to lost items, mail is not considered to be lost until 15 working days after the date of posting.</p><p style="border: 0px currentcolor; border-image: none;">Further details are available on <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www.royalmail.com/portal/rm/jump1?catId=69800720&mediaId=69800733">Royal Mail’s website</a>.</p><p style="border: 0px currentcolor; border-image: none;">You can submit a compensation claim by contacting Royal Mail's customer services at:   <br/> <br/>* Royal Mail Customer Service Centre <br/>FREEPOST<br/>PO Box 740 <br/>Glasgow <br/>G22 6WW<br/>* Royal Mail call centre: 03457 740 740 <br/>* Royal Mail email:</p> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98939"> <a href="#accordion__target-98939">I am not happy with the time that my mail is delivered, what can I do about it?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98939"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">Royal Mail determines its own collection and delivery times.  Collection and delivery times are not regulated by Ofcom.</strong></p><p style="border: 0px currentcolor; border-image: none;">However, Royal Mail is required to notify Ofcom of any changes to its latest delivery times and to publish the changes on its website.  <br/> <br/>Royal Mail aims to complete deliveries by 3pm in urban areas and by 4pm in rural areas.</p><p style="border: 0px currentcolor; border-image: none;">Deliveries are scheduled to be completed by these times and Royal Mail endeavours to maintain this every working day, but daily volume variations, transport disruptions and operating issues mean that there may be some occasions when these times are not met.</p><p style="border: 0px currentcolor; border-image: none;">If your deliveries are consistently later than the specified times you should address your complaint to Royal Mail at:<br/> <br/>* Royal Mail Customer Service Centre <br/>FREEPOST<br/>PO Box 740 <br/>Glasgow   G22 6WW<br/>* Tel: 03457 740 740 <br/>* Email: <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/mailto:contactus@royalmail.com">contactus@royalmail.com</a></p><p style="border: 0px currentcolor; border-image: none;">If it is necessary for you to receive mail at a particular time of day, Royal Mail offers some additional services, <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www.royalmail.com/portal/rm/content1?catId=15500181&mediaId=15500186">details of which can be found here</a>.</p></div> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98941"> <a href="#accordion__target-98941">How do I reduce the amount of ‘junk’ mail I get through my door?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98941"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">There are opt-out schemes available to help reduce the amount of unwanted mail you receive as follows:</strong></p><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">Addressed mail:</strong></p><p style="border: 0px currentcolor; border-image: none;">For mail that is addressed, you will need to contact the Mailing Preference Service to remove your address from mailing lists:</p><p style="border: 0px currentcolor; border-image: none;">* Address: Mailing Preference Service, DMA House, 70 Margaret Street, London, W1W 8SS.<br/>* Telephone: 020 7291 3310<br/>* Email: <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/mailto:mps@dma.org.uk">mps@dma.org.uk</a><br/>Please note that it can take up to four months for your address to be removed from some mailing lists.</p><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">Unaddressed mail / leaflets:</strong></p><p style="border: 0px currentcolor; border-image: none;">If you wish to stop unaddressed mail or leaflets that are delivered by Royal Mail to your home then you will need to send your name and address to:</p><p style="border: 0px currentcolor; border-image: none;">Freepost RSTR-YCYS-TGLJ <br/>Royal Mail Door-to-door opt-outs <br/>Kingsmead House <br/>Oxpens Road <br/>OXFORD <br/>OX1 1AA</p><p style="border: 0px currentcolor; border-image: none;">Alternatively, email your name and address to <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/mailto:optout@royalmail.com">optout@royalmail.com</a></p><p style="border: 0px currentcolor; border-image: none;">Royal Mail will  then send an opt-out form to your address, which you must sign and return to verify that those resident at the address have requested the ‘opt out’. Once you’ve returned this form, Royal Mail should stop delivering unaddressed items to your address within 6 weeks.</p><p style="border: 0px currentcolor; border-image: none;">The opt-out will last for a period of two years from the date Royal Mail received your opt-out form. If you wish to continue your opt-out after the two-year period you can do so by completing a new opt-out form which can be obtained by contacting Royal Mail via email at <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/mailto:optout@royalmail.com">optout@royalmail.com</a> or via telephone on 01865 796964, or at the address above.</p></div> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98943"> <a href="#accordion__target-98943">What do I do if Royal Mail refuses to deliver to my address?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98943"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">As part of its  universal service obligation, Royal Mail must provide a delivery to every address in the UK, every working day.</strong></p><p style="border: 0px currentcolor; border-image: none;">However, for some addresses, it is not possible for Royal Mail to deliver mail right up to the door.  If that is the case, Royal Mail must give a good reason for making an "exception" to its universal service obligation.</p><p style="border: 0px currentcolor; border-image: none;">If you are an "excepted" addressee, and are not happy with the decision or alternative mail delivery arrangements Royal Mail has made, in the first instance you will need to formally appeal this decision with the Royal Mail Delivery Office Sector Manager.</p><p style="border: 0px currentcolor; border-image: none;">You will need to make sure you submit this appeal to Royal Mail within 3 months of their decision to suspend your delivery service.</p><p style="border: 0px currentcolor; border-image: none;">If you are not happy with the outcome of your appeal you can appeal again for your case to be referred to the Area General Manager. If you are unhappy with this second decision you need to appeal again within one month of the Area General Manager’s decision and at this stage your case will be referred to Ofcom for an independent investigation.</p><p style="border: 0px currentcolor; border-image: none;">Further information on how to appeal can be found on <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www2.royalmail.com/customer-service/universal-service">Royal Mail’s website</a>.</p></div> </div> </div> </div><h2>Deliveries and charges</h2><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98927"> <a href="#accordion__target-98927">What is the difference between Royal Mail’s Signed For and Special Delivery Guaranteed?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98927"> <p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">Special Delivery Guaranteed is Royal Mail’s urgent and insured product, with guaranteed delivery by either 9am or 1pm the next day.</strong></p><p style="border: 0px currentcolor; border-image: none;">It includes an online tracking system and electronic proof of delivery and compensation up to £500 or the value of the item, whichever is the lower. If you need something delivered by the next day (with a few geographical exceptions) this is the service to use.</p><p style="border: 0px currentcolor; border-image: none;">The ‘Signed For’ service provides proof of posting, signature on delivery to the address (not necessarily the addressee) and online confirmation of delivery of your item. It includes a maximum of £50 in compensation. If you want the peace of mind of knowing that your item has been delivered to the address but not the addressee, this is the service to use, but please note that this service does not include a guaranteed delivery time and should not be used for valuable items.</p> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98933"> <a href="#accordion__target-98933">How can I redirect my mail if I move house?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98933"> <p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">Royal Mail’s Redirection service allows customers to have mail redirected from their old private address to a new address.  There is also a redirections service if you are moving business premises.</strong></p><p style="border: 0px currentcolor; border-image: none;">Customers can apply for a redirection at their local post office or by contacting Royal Mail’s Redirection Centre on 03457 777 888. Or visit <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www.royalmail.com/redirection">www.royalmail.com/redirection</a></p><p style="border: 0px currentcolor; border-image: none;">This service is not available for all customers, nor does it cover some types of mail. For example:</p><ul><li>Mail for people not included in the application.</li><li>Parcelforce Worldwide products.</li><li>Mail addressed to boarding houses, hotels, colleges or other multi-occupied premises.</li><li>Mail for people who didn't live at the previous address. Redirecting without proper authority is a criminal offence.</li><li>Personal mail from a business address to a private address.</li><li>Mail from one PO Box to another in the same delivery office.</li><li>Mail from an overseas address to a UK address</li><li>Mail from a BFPO (British Forces Postal Office) address</li><li>Special Delivery and Recorded items to a redirection address abroad. We'll return these items to the sender</li><li>Social security and benefit mail. These items are returned to the sender as part of the Social Security Administration (Fraud) Act 1997</li></ul> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98945"> <a href="#accordion__target-98945">Why do I have to pay a handling charge on items I ordered from outside the UK?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98945"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">If you order goods worth £15 or more from outside the EU and you have not paid the Import VAT in advance, you will have to pay Import VAT on these goods when they arrive in the UK.</strong></p><p style="border: 0px currentcolor; border-image: none;">If the goods are worth more than £105, customs duty is also payable.</p><p style="border: 0px currentcolor; border-image: none;">However, whichever UK postal operator delivers your goods will pay these customs charges and will then charge you both the customs charges and a handling fee before you can claim your goods from them.</p><p style="border: 0px currentcolor; border-image: none;">For example, Royal Mail charges an £8 handling fee on top of the customs charges owed. See <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www2.royalmail.com/delivery/mail-advice/customs-information">Royal Mail’s website</a> for more information regarding customs charges on items ordered from abroad.</p></div> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98947"> <a href="#accordion__target-98947">What can I do about my mail if I will be away from home for a while?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98947"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">Keepsafe is a service whereby Royal Mail holds customers’ mail for up to 2 months at their local delivery office while customers are away from their home or business premises.</strong></p><p style="border: 0px currentcolor; border-image: none;">Royal Mail will deliver it once the Keepsafe ends. More details can be found <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www2.royalmail.com/delivery/inbound-mail/keepsafe">here</a> and <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www2.royalmail.com/delivery/inbound-mail/business-keepsafe">here</a>.</p><p style="border: 0px currentcolor; border-image: none;">There are some items which will still be delivered, for example;</p><ul><li>Royal Mail will not hold mail for people not on the Keepsafe form unless stated by the customer.</li><li>They will hold recorded delivery items for 1 week only and special delivery items for 3 weeks; after this time these items of mail will be returned to sender. Customers will be notified of these items via a ‘While you were out Card’ through their letterbox</li><li>Royal Mail will also not hold perishable items. Such items will be returned to sender.</li><li>If customers want to cancel their Keepsafe early, this must be done in writing; no money will be refunded in the event of early cancellation. Customers cannot pick their mail up from the Delivery Office.</li></ul></div> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98949"> <a href="#accordion__target-98949">How do I know whether my letter is classified as a ‘large’ letter?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98949"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;">A letter is an item which is:</p><p style="border: 0px currentcolor; border-image: none;">* Up to 240mm in length<br/>* Up to 165mm in width<br/>* Up to 5mm in thickness</p><p style="border: 0px currentcolor; border-image: none;">A ‘large’ letter is an item which is:</p><p style="border: 0px currentcolor; border-image: none;">* Up to 353mm in length<br/>* Up to 250mm in width<br/>* Up to 25mm in thickness</p><p style="border: 0px currentcolor; border-image: none;">If you have a large letter you must use a ‘large’ stamp. If you are unsure whether your item is a large letter, your post office will be able to help.</p></div> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98951"> <a href="#accordion__target-98951">Are there alternatives if I do not want my post delivered to my door?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98951"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;">P.O. Box is a service that allows you to collect your mail from your local Royal Mail delivery office, instead of having it delivered.</p><p style="border: 0px currentcolor; border-image: none;">More details can be <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www2.royalmail.com/delivery/inbound-mail/po-box">found here</a>.</p></div> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98953"> <a href="#accordion__target-98953">I have been charged £1 surcharge for underpaid postage – why?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98953"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">Historically, Royal Mail has tried various methods to obtain the correct amount of postage on letters which were improperly stamped, such as delivering with a franked reminder, or enclosing a card for the sender to return bearing more stamps to redress the difference in postage.</strong></p><p style="border: 0px currentcolor; border-image: none;">Unfortunately, neither solution was successful, which led to the introduction of the £1 surcharge in 2003.</p><p style="border: 0px currentcolor; border-image: none;">Where an address is visible on an item of mail bearing insufficient postage, it is Royal Mail’s policy to inform the recipient that an item of mail is available for collection.</p><p style="border: 0px currentcolor; border-image: none;">This provides the customer with the choice of whether to collect the item of mail with the £1 surcharge or to refuse collection which will allow the item to be returned to the sender.</p><p style="border: 0px currentcolor; border-image: none;">Royal Mail says that the handling charge is necessary to cover the cost of assessing the item for the correct postage and diverting it from the normal stream of mail, so that the additional postage can be requested from the recipient.  It does not represent additional profit for Royal Mail.</p></div> </div> </div> </div><h2>Post offices & postboxes</h2><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98955"> <a href="#accordion__target-98955">How can I find my nearest post office?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98955"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;">You can use the Post Office’s online <a style="border: 0px currentcolor; border-image: none;" href="https://web.archive.org/web/20190812171932/http://www2.postoffice.co.uk/branch-finder">Branch Finder tool</a> by entering your postcode to find your nearest post office.</p><p style="border: 0px currentcolor; border-image: none;">You can also use this tool to find the nearest post office that offers specific services, such as processing driving licences or Parcelforce Express Services.</p><p style="border: 0px currentcolor; border-image: none;">Alternatively you can phone the Post Office general enquiry line on 0845 722 3344.</p></div> </div> </div> </div><div class="accordion"> <div class="accordion__item"> <div class="accordion-title " aria-expanded="false" aria-controls="collapsible-98957"> <a href="#accordion__target-98957">Why has the collection time on my local postbox changed?<span class="open" aria-hidden="true"></span></a> </div> <div class="accordion-content element-invisible" aria-hidden="true" id="collapsible-98957"> <div id="answer" style="border: 0px currentcolor; border-image: none;"><p style="border: 0px currentcolor; border-image: none;"><strong style="border: 0px currentcolor; border-image: none;">You should contact Royal Mail Customer Services on 03457 740 740, making a note of the postbox number which can be found on the bottom left hand corner of the collection plate (for example GU27 66).</strong></p><p style="border: 0px currentcolor; border-image: none;">If you ever find that the collection plate is missing from a postbox, make a note of the postbox location and advise Royal Mail that the plate is missing.</p></div> </div> </div> </div> </div> <div class="large-4 columns sidebar">  <div class="saved-pages-component"> <span> <button class="page-save" data-name="Advice for consumers" data-url="https://www.ofcom.org.uk/postal-services/advice" data-id="98923"><span>Add to Your Pages</span> <i class="fa fa-star" aria-hidden="true"></i></button> </span> </div> <div class="social-wrapper">  <div class="addthis_toolbox"> <div class="custom_images"> <ul class="no-bullet"> <li><a class="addthis_button_facebook"> <i aria-hidden="true" class="fa fa-facebook"></i><span class="visuallyhidden">Share on Facebook</span> </a></li> <li><a class="addthis_button_twitter"> <i aria-hidden="true" class="fa fa-twitter"></i><span class="visuallyhidden">Share on Twitter</span> </a></li> <li><a class="addthis_button_linkedin"> <i aria-hidden="true" class="fa fa-linkedin"></i> <span class="visuallyhidden">Share on LinkedIn</span> </a></li> </ul> </div> </div> </div> </div> </div> </div> </div> </main>   </div>   <section class="newsletter-signup"> <div class="row"> <div class="large-12"> <form class="newsletter-signup-form" id="sq-newsletter-signup">    <a class="submit-input newsletter-signup-form-link" href="https://web.archive.org/web/20190812171932/https://www.ofcom.org.uk/about-ofcom/latest/email-updates" alt="">Subscribe to update emails</a> </form> </div> </div> </section> <footer class="footer" role="contentinfo"> <h2 class="visuallyhidden">Footer</h2> <div class="row"><div class="medium-12 large-3 columns"> <section class="social"> <div class="social-wrapper"> <ul> <li><a href="https://web.archive.org/web/20190812171932/http://www.twitter.com/ofcom" title="Twitter"><i class="fa fa-twitter" aria-hidden="true"></i><span class="visuallyhidden">Twitter</span></a></li><li><a href="https://web.archive.org/web/20190812171932/http://www.facebook.com/ofcom" title="Facebook"><i class="fa fa-facebook" aria-hidden="true"></i><span class="visuallyhidden">Facebook</span></a></li><li><a href="https://web.archive.org/web/20190812171932/https://www.linkedin.com/company/ofcom" title="LinkedIn"><i class="fa fa-linkedin" aria-hidden="true"></i><span class="visuallyhidden">LinkedIn</span></a></li><li><a href="https://web.archive.org/web/20190812171932/http://www.youtube.co.uk/ofcom" title="Youtube"><i class="fa fa-youtube" aria-hidden="true"></i><span class="visuallyhidden">Youtube</span></a></li><li><a href="https://web.archive.org/web/20190812171932/https://www.instagram.com/ofcom.org.uk/" title="Instagram"><i class="fa fa-instagram" aria-hidden="true"></i><span class="visuallyhidden">Instagram</span></a></li> </ul> </div> </section> </div> <style type="text/css"> footer .social a:hover, footer .social a:focus { opacity: 1; 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