Updated 14 May 2026
Postal Redress Service (POSTRS) UK: complete guide
Quick answer
The Postal Redress Service (POSTRS) is the UK's independent ombudsman for postal complaints. It handles disputes against Royal Mail, Parcelforce, Evri, DPD, Yodel and other Ofcom-regulated postal operators. It is free for consumers and can be used after the carrier issues a deadlock letter or 8 weeks pass without resolution.
What POSTRS covers
POSTRS (the Postal Redress Service) handles complaints about postal operators that signed up to its scheme. Most major UK couriers — Royal Mail, Parcelforce, Evri, DPD, Yodel, and others — are members.
POSTRS is approved by Ofcom under section 107 of the Postal Services Act 2011 and provides free, independent dispute resolution for consumers and small businesses.
When you can use POSTRS
- 1You've raised a formal complaint with the courier (not the retailer).
- 2The courier has issued a 'deadlock letter' (their final response saying they won't change their position), OR
- 38 weeks have passed since you complained and the courier hasn't resolved it.
- 4Your complaint is within POSTRS's remit — typically lost, damaged, or delayed parcels where you were the sender or had a direct contract.
When POSTRS is the wrong route
For most online shoppers, your contract is with the retailer, not the courier — so POSTRS is usually not the right route. The retailer is liable under Section 29 of the Consumer Rights Act 2015. Claim from the retailer first; POSTRS is for cases where you (as the sender) have a direct contract with the courier.
Where POSTRS does help shoppers: if you sent a return parcel at your own cost using a courier you booked yourself, and the courier lost it, POSTRS may apply.
How to file a POSTRS complaint
- 1Complete the courier's internal complaints process first. Keep all reference numbers and emails.
- 2Wait for a deadlock letter or 8 weeks (whichever comes first).
- 3Visit the POSTRS website and complete the online complaint form.
- 4Attach the deadlock letter or evidence of the 8-week wait.
- 5Provide all evidence: tracking, photos, retailer correspondence, payment records.
- 6POSTRS investigates free of charge and issues a binding decision (binding on the courier, not on you — you can reject and pursue court if you prefer).
POSTRS vs Section 75 vs chargeback
POSTRS is for postal-specific disputes where you have a direct contract with the courier. It's free, independent, and binding.
Section 75 and chargeback are for retailer disputes where you paid by card. They go via your bank, not the courier.
If you ordered online and the parcel went missing, Section 75 / chargeback against the retailer is usually the right route. POSTRS is for when you're the sender.
Frequently asked questions
Does POSTRS cost anything?
No. POSTRS is free for consumers and small businesses.
What is a 'deadlock letter'?
A deadlock letter is the courier's final response saying they will not change their position. It signals you've exhausted their internal complaints process.
Is the POSTRS decision binding?
POSTRS decisions are binding on the courier (member firms agree to comply). They're not binding on the consumer — you can reject and go to court if you prefer.
How long does a POSTRS investigation take?
Typically 6–12 weeks, depending on case complexity and how quickly the courier responds.
Can I use POSTRS as a buyer of goods?
Usually not, because your contract is with the retailer, not the courier. POSTRS is for cases where you (as sender) had a direct courier contract — e.g. a return at your own cost.