Royal Mail, the primary postal service in the UK, often encounters service disruptions and delays, particularly during peak periods, severe weather, or following industrial action. While the organisation endeavours to meet its published delivery aims, understanding what constitutes a delay and when you can take action is crucial for both senders and recipients.
Royal Mail operates several service levels, each with a defined delivery aim. It is important to note that these are aims and not guarantees, unless a guaranteed service like Special Delivery is used.
- 1st Class: Aim to deliver by the next working day. For the purpose of potential compensation, an item is only considered delayed and potentially eligible for a claim if it hasn’t arrived 10 working days after its due date.
- 2nd Class: Aim to deliver within two to three working days. Similar to 1st Class, a significant waiting period is required before an item is officially declared delayed for compensation purposes.
- Royal Mail Tracked Services (24® and 48®): Tracked 24® aims for the next working day, and Tracked 48® aims for 2-3 working days. Items on these services are considered delayed if not delivered 7 working days after the due date.
A ‘working day’ generally excludes Saturdays, Sundays, and Bank Holidays.
International deliveries are frequently subject to more volatile delays, especially due to external factors like customs processing, partner postal service disruptions, and, as highlighted recently, ongoing efforts to maintain services amidst global logistic challenges.
- International Tracked & Signed (Europe): Aim to deliver within 3 to 5 working days. A claim for delay can only be initiated if the item has not been delivered 20 working days after the due date.
- International Tracked & Signed (Rest of the World): Aim to deliver within 5 to 7 working days. The waiting period before a claim is generally 25 working days after the due date.
If you are the recipient of a delayed item, your first step should always be to contact the sender. Only the sender of the mail item has the contractual relationship with Royal Mail and is the one who can initiate the formal claims process.
- Check the Status: If the item was sent using a Tracked service, use the ‘Track your item’ service to view the latest status.
- Wait for the Eligibility Period: Do not attempt to claim too early. Royal Mail has strict waiting periods (e.g., 10, 20, or 25 working days after the due date) before an item is considered lost or significantly delayed enough for a claim to be processed.
- Sender Files the Claim: The sender must complete the claim form and provide proof of posting, the service used, and evidence of the item’s value if compensation is being sought for loss. The amount of compensation depends on the service used and the level of cover purchased.
It is advisable for both businesses and private senders to keep all proof of postage and receipts to ensure any necessary claim can be processed efficiently following the necessary waiting period.