At a glance
Countries served: UK
Claim window
- Loss
- Within 80 calendar days of posting (30 days for Tracked 24/Tracked 48).
- Damage Or Part Loss
- Within 80 calendar days of posting (30 days for Tracked 24/Tracked 48).
Compensation limits
- 1st Class
- Up to £20 for contents, plus postage refund
- 2nd Class
- Up to £20 for contents, plus postage refund
- Signed For
- Up to £20 for contents
- Tracked 24 48
- Up to £75 for contents
- Special Delivery Guaranteed By 1pm
- Up to £750 included; up to £2,500 with purchased extra compensation
- Special Delivery Guaranteed By 9am
- Up to £50 included; up to £2,500 with purchased extra compensation
Source 1 → · Source 2 → · Source 3 → · Source 4 → · verified 18 October 2026
How to make a claim
Online inland claim via Royal Mail's Claims Centre, or by post using the inland claims form; requires proof of posting and proof of value.
- Official claim form
- https://help.royalmail.com/personal/s/article/Royal-Mail-Claims-Centre-process-and-options (claims router — routes to the specific online claim form based on service used; business claims via https://help.royalmail.com/business/s/article/Business-Account-Claims-Centre)
- Claims email
- Not stated in our data — check Royal Mail's official page directly: https://help.royalmail.com/personal/s/
- Postal address
- Not stated in our data — check Royal Mail's official page directly: https://help.royalmail.com/personal/s/
Source 1 → · Source 2 → · verified 18 October 2026
Evidence to gather
- Order confirmation or receipt
- Tracking number and tracking history (a screenshot, with dates/status)
- Proof of the item's value
- Photos of the item and packaging, if it arrived damaged
- Any correspondence with the seller or Royal Mail so far
- Delivery Evidence Log template — a structured way to keep all of this in one place
What happens next
POSTRS (Postal Redress Service, run by CEDR, Ofcom-approved) — free, after Royal Mail issues a final response or after a reasonable wait with no resolution (6-8 week typical timeline once a complaint is accepted).
UK note: POSTRS (the Postal Redress Service) covers Royal Mail only. For a non-Royal-Mail UK carrier, the realistic escalation route is via the retailer who chose the carrier, or a card dispute (see below) — never assume ADR membership that isn't confirmed.
United Kingdom
Section 75 Consumer Credit Act 1974 (credit card, £100-£30,000 single item) or chargeback (any card, under the card scheme's own rules)
Consumer Credit Act 1974, s.75: the credit card issuer is jointly and severally liable with the supplier for breach of contract/misrepresentation, for a single item priced over £100 and not more than £30,000. For debit cards, or credit card purchases outside that range, the only route is a chargeback under Visa/Mastercard/Amex's own scheme rules (not a statutory right).
Financial Ombudsman Service (FOS) — Resolves disputes about how a FINANCIAL BUSINESS (e.g. the card issuer) handled a Section 75/chargeback claim — not a complaint about the retailer or carrier directly.
Common questions
What is the claim window for a Royal Mail parcel claim?
Within 80 calendar days of posting (30 days for Tracked 24/Tracked 48). Within 80 calendar days of posting (30 days for Tracked 24/Tracked 48).
Is there a compensation limit for a Royal Mail claim?
Up to £20 for contents, plus postage refund Up to £20 for contents, plus postage refund Up to £20 for contents Up to £75 for contents Up to £750 included; up to £2,500 with purchased extra compensation Up to £50 included; up to £2,500 with purchased extra compensation
How do I start a claim with Royal Mail?
Online inland claim via Royal Mail's Claims Centre, or by post using the inland claims form; requires proof of posting and proof of value.
What if Royal Mail doesn't resolve my claim?
POSTRS (Postal Redress Service, run by CEDR, Ofcom-approved) — free, after Royal Mail issues a final response or after a reasonable wait with no resolution (6-8 week typical timeline once a complaint is accepted).
Does POSTRS cover Royal Mail?
Yes. POSTRS (the Postal Redress Service, run by CEDR and Ofcom-approved) covers Royal Mail.
This is general information, not legal advice. Figures are sourced from Royal Mail's own published terms, linked above, and reviewed on the date shown.