POSTRS can deliver a free, binding decision against a courier — but only if you personally have a direct contract with them. Complain there about an online order that never arrived, and you're in the wrong place entirely.
Ofcom Regulates the Industry — POSTRS Handles Individual Disputes
Ofcom regulates postal and courier operators under the Postal Services Act 2011, requiring licensed operators like Royal Mail, Evri, DPD, and Yodel to maintain transparent complaint-handling processes. Ofcom itself, however, doesn't investigate individual complaints. That's the role of the Postal Redress Service (POSTRS), an alternative dispute resolution scheme run by the Centre for Effective Dispute Resolution (CEDR).
The Jurisdictional Line That Trips People Up
POSTRS only applies when you have a direct contract with the courier yourself — for example, you personally paid Evri to send a gift, or you paid for a return label directly. If you bought something online and it never arrived, your legal relationship is with the retailer, not the courier the retailer happened to use — your claim belongs against the retailer under the Consumer Rights Act 2015, or through a card chargeback/Section 75 claim, not through POSTRS.
Sending a complaint to POSTRS about a retailer's non-delivery is a common and understandable mistake, but it will generally be rejected on jurisdictional grounds rather than resolved on the merits — wasting time you could have spent pursuing the retailer directly.
The POSTRS Process, When It Does Apply
- File a formal complaint directly with the courier first — this internal step is required before POSTRS will consider your case.
- Obtain a "deadlock letter" from the courier confirming their final position, or wait 8 weeks without resolution — either triggers eligibility to escalate.
- Submit your application to POSTRS with your evidence: the deadlock letter (or proof of the 8-week wait), tracking information, and any prior correspondence.
- POSTRS investigates free of charge and issues a decision that's binding on the courier — but not binding on you, meaning you retain the option to pursue other routes (like court) if you're unhappy with the outcome.
Quick Self-Check Before You Complain Anywhere
Ask yourself one question first: did I personally pay the courier directly for this specific shipment, or did I buy something from a retailer who then chose to use a courier? The first scenario is POSTRS territory. The second is a retailer dispute under the Consumer Rights Act 2015, Section 75, or chargeback — not POSTRS.
Related Kibbo Tools
Sources
- Ofcom — Complain about postal services. ofcom.org.uk
- CEDR — Postal Redress Service (POSTRS). cedr.com