Contact Us

For more information about our mail services, call 08452 30 50 50.

Click here to contact your local depot

Click here for online customer services

Click here to view customer reports

To raise a concern with our team you can contact us in the following ways:

Letter:            UK Mail Ltd. Customer Concerns, Express House, Wolseley Drive, Birmingham,  B8 2SQ
Email:             customerconcerns@ukmail.biz
Phone:           08452 30 50 50
Fax:               0121 335 1816

Should you need to raise a concern with UK Mail about your experience of our mail services, please be assured your complaint will be treated carefully and fairly.
When your concern is received by UK Mail we confirm to you that we have received it. You will be contacted within two working days to tell you that we are dealing with your concerns and given a reference number.

Your concerns will be investigated by our dedicated team (as this may require us to contact other parties such as Royal Mail, we will tell you how long we expect the investigation to take). We will seek to provide regular updates on the progress our investigation if it is taking longer than one week (or longer than the time we told you).

* Once our investigation is complete, we will contact you to explain our findings and the action we ill take

Our key responsibilities to you:

1. All concerns will be treated on a individual basis and in a timely fashion using the necessary resources.
2. We will treat all your information as private and confidential.
3. Our aim is to keep you updated during the concern process and give a response that is clear to understand.
4. In any communication from us we will use the unique reference number given to you when we started dealing with your concern.
5. We will endeavour to resolve your concern as quickly and efficiently as we can, whilst working within our concern procedure guidelines.
6. UK Mail will always work with the Postal Services Commission, Consumer Direct and Consumer Focus to ensure we are meeting our legal requirements when handling complaints.
   

For independent guidance on raising your concern, you can contact Consumer Direct - the government service for clear, practical and impartial consumer advice: 08454 04 05 06   www.consumerdirect.gov.uk

Vulnerable Concerns:

When we receive your concern, if we feel that it is not reasonable to expect you to be able to pursue the concern yourself, we will tell you about the service available to help you and give you the contact details for Consumer Direct.  This is a free service. You do not have to accept this assistance but it should help you.

Click here to read the full policy