Common complaint themes
Although a wide range of issues are raised with the Postal Industry Ombudsman by complainants, there are a number of themes which often arise.
To help you find out more about the way in which we deal with these common themes, we have put together information about some of the complaint areas we deal with and how we might approach a complaint about them. We encourage you to read the relevant information before contacting us.
Note: Before contacting the PIO about your complaint, you should submit a complaint to the postal operator, and allow sufficient time for the operator to resolve the issues you raise. In exceptional circumstances we can consider a complaint that has not been raised with the postal operator. We generally consider that 10 working days is a reasonable time for a postal operator to respond to a complaint although it might be less in an urgent case. Complaints about items sent overseas can take over 60 days to resolve where enquiries have to be made with a foreign postal operator.