Royal Mail Claims & Compensation

Services eligible for Royal Mail Claims

• 1st and 2nd class stamped, metered, and VAT exempt account mail: Includes items sent using SmartStamp and online postage
• 1st and 2nd class Royal Mail Signed for mail: When used in conjunction with stamped, metered, and account products
• Articles for the Blind
• Royal Mail Special Delivery Guaranteed by 1pm: Not posted on account

Compensation for delay will not be payable;

1. where the item is not fully and correctly addressed in a manner which includes all the elements of the postal address (including the full postcode) written clearly on the front or on a label securely attached to the front of the cover or envelope, or the address is illegible, or the address is not fully visible,
2. where the event giving rise to the claim was caused by circumstances outside Royal Mail’s control, including exceptionally severe weather conditions, acts of terrorism and vandalism and acts of third parties with whom Royal Mail has no contractual relationship, but excluding the failure of the employees, sub-contractors or agents of Royal Mail, to provide services to or for Royal Mail as a result of industrial action by them,
3. where an item is posted in a manner that does not comply with the provisions of the scheme relevant to its conveyance under section 89 of the Act, or is identified as containing prohibited contents as defined in the provisions of that scheme,
4. where an item is undeliverable and/or has been returned to sender,n
5. where alternative delivery arrangements have been agreed with the customer, including, for example, through the use of services such as Safeplace, PO Box delivery, Mail Collect and Post Restante, and the delay is caused by the customer or by the nature of the arrangements,
6. where an item has been forwarded from the delivery address stated on the item other than by Royal Mail under its redirection service,
7. where postage payable for the item in question is unpaid or underpaid,
8. where the claim relates to an item posted with or handled by another postal operator or third party, other than when another postal operator or third party has posted the postal packet using a Royal Mail retail service, in which case that postal operator will be regarded as the sender of the postal packet for compensation purposes,
9. where the delay has arisen through the posting or receiving customer’s own act or omission, or
10. in such other circumstances as the regulator after consultation may agree.