IMPORTANT: Cyber Security Update

You will be aware that Royal Mail is experiencing severe service disruption to our international export services following a cyber incident last week. We are temporarily unable to despatch export items including letters and parcels to overseas destinations and have asked customers temporarily to stop submitting any export items into the network while we work hard to resolve the issue.  The incident has impacted the customs clearance system which produces despatch notes for outgoing export mail. Our import operations continue to perform a full service, with some minor delays. Parcelforce Worldwide export services are still operating to all international destinations though customers should expect delays of one to two days.

We take our responsibility to protect customers’ and suppliers’ data very seriously acting quickly to isolate and contain the issue. At this stage of the investigation we have no evidence of any impact on connected partners or anything to suggest that suppliers’ systems are at risk. We have engaged with the relevant security agencies and have notified the ICO purely as a precautionary measure, but to be clear, we have no evidence of any data loss at this stage.

Royal Mail would like to reassure our Wholesale customers that the cyber incident has no impact on the use of the Royal Mail DocketHUB and Royal Mail EMHS systems. The Royal Mail DocketHUB and Royal Mail EMHS systems are hosted on third party infrastructure and are outside of the Royal Mail domain. As such Royal Mail Wholesale can confirm the following domains are outside of the current affected cyber incident:

We also want to apologise that your invoice due between 11th January ??" 16th January was delayed due to a technical issue.  Your payments were not impacted. If you use e-invoicing you will have now received the relevant invoice, if you receive a paper invoice this is on its way to you. We’ve made changes to avoid this happening again and we apologise for any inconvenience this has caused. You can check your invoices on the e-invoicing portal.

We will keep you updated on this matter.