FAQs

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Compensation

Does Royal Mail pay compensation for Access posting items?

Yes - Royal Mail Wholesale has a compensation scheme for delayed items. It will pay compensation based on the independently measured quality of service actual performance for Access mailing items, over a one year reference period (April to March). Because actual performance has always exceeded target, compensation payments have not been necessary since Access postings began in mid 2004. In relation to loss of, or damage to, any mailing item posted with Royal Mail under a Access Agreement, Royal Mail will, subject to satisfactory proof of hand over to Royal Mail being provided by the Access Contract Holder, pay compensation to the Contract Holder for such loss or damage up to the maximum amount of compensation which Royal Mail may pay under the Inland Letter Scheme. Currently this is 100 times the cost of a First Class Letter stamp.

Who do I contact if I have any reported losses or damage to Access items?

Please raise any service or operational issues, including queries and complaints, in the first instance with Downstream Access Central Control (DSACC).

Who can claim for compensation from Royal Mail Wholesale?

To be eligible to submit a claim for compensation, you will need to be a holder of an Access Agreement.

I have an Agency Customer Agreement with Royal Mail Wholesale - would I be able to apply directly to Royal Mail for compensation?

Yes and no. Your Agency Customer credit account would make you eligible for compensation on delayed items in accordance with Schedule 1 of your Agent’s Access Agreement services but claims for losses or damage would need to go through your Agent, as they would have the relevant documentation for proof of hand over.

If I am an Access Operator, can my posting customers claim for compensation directly from Royal Mail?

No - we do not accept claims from a poster who does not hold an Access Agreement in their own name, as they would be unable to provide the satisfactory proof of hand over documentation.

Can the addressee/recipient claim for compensation?

Should Royal Mail receive complaints from recipients (the addressee) of mailing items sent under an Access Agreement, the addressee will be advised to contact the originating sender (except where the issue concerns Royal Mail’s delivery procedures, e.g. mis-delivery, when Royal Mail will deal directly with the recipient).