Citipost – Do you have an issue with our Mail Services?

We're committed to providing you with an efficient and courteous service, but it's inevitable that things go wrong occasionally. Let us know when this happens so that we can put matters right as soon as possible.

Equally, if you have any suggestions about how we might improve our service generally, we will be happy to listen. Should you have an issue with Citipost about your experience of our mail services, please be assured your complaint is important to us and will be treated carefully and fairly.

To raise a concern with our team, please contact us via:
Letter: Citipost Ltd
Customer Issues
16 Gunnery Terrace,
Cornwallis Road,
Royal Arsenal,
London,
SE18 6SW

Email: sales@citipost.co.uk
Phone: +44 (0)208 301 8500
Fax: +44 (0)208 854 5309

How we will handle your issue:
When your issue is received by Citipost, we will confirm that we have received it and you will be contacted within two working days to inform you we are investigating your concerns and provide a reference number.

Our team will undertake a thorough investigation and will tell you how long we expect the investigation to take, as we may be required to contact other parties such as Royal Mail.

We will provide regular updates on the investigation progress and if it is taking longer than the time we told you. Once our investigation is complete, we will contact you to explain our findings and the action we will take.

If you are not satisfied with the response, you will be able to refer your complaint to an independent redress scheme. We will send details of the redress scheme to you if you are not happy with our findings.

Our key duties to you:

• All your information will be treated as private and confidential
  
• Your issue will be dealt with on an individual basis and we endeavour to resolve your concern as quickly and efficiently as we can using the necessary resources
  
• Our aim is to keep you updated during the concern process and give a response that is clear to understand
  
• All communication from us will use the unique reference number given to you for your logged issue
  
• Citipost will always work with the Postal Services Commission, Consumer Direct and Consumer Focus to ensure we are meeting our legal requirements when handling complaints

Independent Advice:
For independent guidance on logging your issue, you can contact Consumer Direct - the government service for clear, practical and impartial consumer advice: Tel: 08454 04 05 06 www.consumerdirect.gov.uk