Royal Mail customer care number: how to reach the right team fast

The primary Royal Mail customer care number for personal (non‑business) customers in the UK is 03457 740 740. This line handles delivery problems, tracking queries, redeliveries, missing or damaged items, address changes, and general help with Royal Mail services. Calls to 03 numbers are charged at the same rate as 01/02 geographic numbers and are usually included in bundled minutes from mobiles and landlines.

Typical opening hours for the main customer care line are Monday to Friday 08:00–18:00 and Saturday 08:00–13:00 (closed Sundays and UK bank holidays). Expect shorter wait times when calling within the first hour of opening or late afternoon; mid‑morning on Mondays is usually the busiest period. If you’re outside the UK, dial +44 3457 740 740.

Key contact numbers and hours

Keep these contact routes handy so you can reach the right team without being transferred repeatedly. Where possible, use the exact service page online first (links below); it can save you time and you’ll still be able to escalate by phone with your reference details ready.

• Main customer care (personal customers): 03457 740 740 (Mon–Fri 08:00–18:00; Sat 08:00–13:00). From abroad: +44 3457 740 740. Textphone/Relay UK users: 0345 600 0606 or 18001 03457 740 740.
• Business customer service: 03457 950 950 (Mon–Fri 08:00–18:00). For account, OBA/eBilling, collections, and business mail products.
• Parcelforce Worldwide (part of Royal Mail Group): 0344 800 4466 (Mon–Fri business hours). Use this if your tracking number or label identifies Parcelforce (e.g., starts with “PB” or a Parcelforce format).
• Essential self‑serve links: Tracking (royalmail.com/track-your-item), Redelivery (royalmail.com/redelivery), Arrange a collection (royalmail.com/collection), Help centre and contact (royalmail.com/help), Claims and refunds (personal.help.royalmail.com/app/webforms/claim).

Call menu tips: when prompted, say “tracking,” “redelivery,” “missing item,” or “complaint” to reach the right queue faster. If you have a Special Delivery Guaranteed query, state “Special Delivery” so the system prioritises time‑critical shipments. For business callers, have your account number or OBA reference ready to avoid re‑routing.

What to have ready before you call

You’ll save a lot of time if you gather key details in advance. Royal Mail advisors will verify sender/recipient information and look up scans on their internal systems. Having paperwork to hand shortens calls and reduces the chance of a call‑back request.

• Tracking or reference number (example formats: AA123456789GB, RN987654321GB, or 13‑character barcodes on RM Tracked 24/48). If you posted at a Post Office, the receipt shows the reference.
• Posting and delivery details: posting date/time, postcode for sender and recipient, item description, and the service used (e.g., 1st Class, Signed For, Special Delivery, Tracked 24/48).
• Proof of value for claims: invoice, receipt, order confirmation, or bank statement; and photos if the item or packaging was damaged.
• For missed delivery/redelivery: the “Something for you” card number, safeplace instructions, preferred redelivery date, and any access notes (gates, concierge, buzzer).

If you’re calling on behalf of a marketplace order (e.g., eBay, Etsy, Vinted), have the order ID ready as well; advisors may ask for it to match internal reference data. For business callers, keep your contract or account number and recent OBA manifest IDs available so the team can search by shipment batch.

Self‑serve options that are faster than calling

Most parcel and letter queries can be solved in minutes online. Use the Royal Mail tracking page at https://www.royalmail.com/track-your-item to see the latest scans, delivery attempts, and any customs or address issues. If the item is at a local Delivery Office, you can book a free redelivery at https://www.royalmail.com/redelivery to the same address or to a neighbour. Collections from your address can be arranged at https://www.royalmail.com/collection, often for a small fee or included with certain services.

For addresses with frequent missed deliveries, consider setting a safeplace preference or using Royal Mail’s “Delivery to Neighbour” scheme in your account settings. Many common questions—such as “when is my item considered lost?”, “how do I make a claim?”, or “what customs documentation is needed?”—are answered with step‑by‑step guides in the Help Centre at https://www.royalmail.com/help. If you still need an advisor, use the contact form at https://personal.help.royalmail.com/app/contact, which generates a case reference you can quote on the phone.

When an item is late, lost, or damaged: timeframes and compensation

For inland UK services (1st Class, 2nd Class, Royal Mail Tracked 24/48, and Signed For), Royal Mail considers an item “lost” if it hasn’t arrived 10 working days after the expected delivery date. For international services, the window is 25 working days. Claims generally need to be submitted within 80 calendar days of posting for inland items (international limits vary), so don’t wait once the loss window has passed.

Compensation depends on the service purchased and evidence provided. For standard stamped/franked services, compensation for loss is typically limited to a modest amount when proof of posting and proof of value are supplied. Premium services carry higher cover: Special Delivery Guaranteed includes built‑in compensation (commonly £500) with options to buy enhanced cover up to £2,500 at the time of posting. For damaged items, photographs of packaging and contents are essential; keep all packaging until the claim is concluded. Submit claims online at https://personal.help.royalmail.com/app/webforms/claim or via the Help Centre if your case is complex.

Refunds for delays are restricted. Time‑guaranteed services (e.g., Special Delivery Guaranteed) may qualify for a fee refund if the guaranteed delivery time was missed and the delay wasn’t due to an excluded cause (e.g., severe weather, incomplete address, or unavailability to receive). For standard services without a time guarantee, compensation focuses on loss or damage rather than delay. Always keep your posting receipt; Royal Mail cannot process many claims without the original proof of posting.

Accessibility, call charges, and language support

03 numbers (including 03457 740 740 and 03457 950 950) are charged at standard geographic rates and are typically included in bundled minutes on mobile and landline plans. If you’re calling from outside the UK, use +44 3457 740 740 and check your provider’s international call rates. If your plan has no inclusive minutes, confirm the per‑minute rate with your provider before calling; some pay‑as‑you‑go tariffs can be up to several pence per minute.

For hearing or speech impairments, use Relay UK by dialing 18001 followed by the Royal Mail number, or call the textphone line on 0345 600 0606. If you need assistance in a language other than English, advisors will try to help, but bringing a fluent speaker or using a relay service can speed up resolution; written channels (contact forms or webchat when available) are often more practical for non‑English speakers because you can attach supporting documents and screenshots.

Postal addresses and how to document a complaint

If you need to write to Royal Mail about a service issue, include full details: your contact information, posting/receiving addresses, the service used, tracking/reference numbers, dates, and a clear summary of the problem. Attach copies (not originals) of proof of posting, proof of value, and photographs for damage claims. Mark your letter “Complaint” and include a daytime phone number. A commonly used correspondence address for customer services is: Royal Mail Customer Services, PO Box 740, Plymouth, PL9 7YB, United Kingdom.

For most complaints and enquiries, using the online forms is faster and provides you with a reference number: start at https://www.royalmail.com/help or go directly to the claim form at https://personal.help.royalmail.com/app/webforms/claim. After submitting a case, you’ll receive an email acknowledgment—keep this reference handy when phoning. If you’re a business account holder, use your OBA portal and the business help route so your shipping data is visible to the advisor handling your case.

Pro tips to reach resolution on the first contact

Call with all references to hand and summarise your goal in a single sentence at the start (e.g., “I need a redelivery arranged to my office tomorrow,” or “I’d like to start a loss claim for a 1st Class item posted on 12 June to SW1A 1AA”). This helps the advisor choose the right workflow and reduces transfers. If you’ve already tried online steps, quote the case number or error message.

For time‑sensitive shipments (Special Delivery Guaranteed or items for legal deadlines), call as soon as the expected time is missed and check tracking again while on the call. If the parcel is at a Delivery Office, arranging same‑day pickup or next‑day redelivery early increases your chances of success. When possible, obtain the advisor’s name and your case reference before ending the call.

Does Royal Mail operate on 24/7?

Royal Mail Sameday – Courier services, 24/7, 365 days a year.

Who to contact if post is not delivered?

Please contact Royal Mail or Parcelforce Worldwide directly, depending on the service you used: Parcel and letter deliveries.

What do I do if my parcel is not delivered by Royal Mail?

Royal Mail Tracked Services
If the item hasn’t been delivered 7 working days after the due date, the sender might be able to claim compensation. Check eligibility on our claims centre. (Please note, early claims cannot be processed). If you’re the recipient, please contact the sender.

What happens if Royal Mail international post is not arrived?

Items sent using our International services:
We aim to deliver within 3 – 5 working days. If the item hasn’t been delivered by the due date plus 20 working days the sender might be able to claim for compensation. Check eligibility on our Claims Centre. (Please note, early claims cannot be processed.)