Lost mail | Help and support (2024)

You can find help and support here for damaged, lost or delayed post.

Common damaged, lost or delayed post questions

If you have used a Royal Mail postage service, please visit the Royal Mail lost post compensation page for their policy for lost post.
To submit a claim via post you’ll need to get a P58 form from a branch and send it off to Royal Mail (their address is on the form) along with a photocopy of your proof of purchase. Please wait 15 days after posting before sending a P58.
If you have used a Royal Mail postage service, please visit their delayed post compensation page for more information about their policy on delayed post, including how long you need to wait before your post qualifies as delayed.
To submit a claim via post you’ll need to get a P58 form from a branch and send it off to Royal Mail (their address is on the form) along with a photocopy of your proof of purchase. Please wait 15 days after posting before sending a P58.
If you have used a Royal Mail postage service, please visit their damaged post compensation page for their policy on damaged post.
To submit a claim via post you’ll need to get a P58 form from a branch and send it off to Royal Mail (their address is on the form) along with a photocopy of your proof of purchase. Please wait 15 days after posting before sending a P58.
For Royal Mail’s policy on compensation for internationally-posted items, please visit their international compensation page.
To submit a claim via post you’ll need to get a P58 form from a branch and send it off to Royal Mail (their address is on the form) along with a photocopy of your proof of purchase. Please wait 15 days after posting before sending a P58.
If you want to make a claim for lost, damaged or delayed items and you’ve bought a Parcelforce Worldwide service, please visit their informational page first to ensure you are able to do so.You may need to submit a claim to ParcelForce Worldwide using their form. This form can be picked up in any Post Office branch. Find out more about submitting a claim via ParcelForce using their help page.
When you buy a Parcelforce Worldwide service, compensation is included as standard. It’s important to check that the compensation offered adequately covers the item you’re sending. If it doesn’t you may want to purchase additional compensation. You can do this at the point of purchase in your Post Office branch, either at a counter or using the self-service kiosk machines.

Contacting Royal Mail or Parcelforce Worldwide

Need help with one of the following? Please contact Royal Mail or Parcelforce Worldwide directly, depending on the service you used:

Parcel and letter deliveries
Lost or damaged items of mail
Redirecting your mail
Tracking an item

For Royal Mail personal customers

Please visit their support page at: Royal Mail personal customer help

For Royal Mail business customers

Visit the support page for businesses: Royal Mail business customer help

By textphone

Deaf or hard of hearing customers can contact Royal Mail on: 0345 600 0606*

Monday to Friday: 8am – 6pm
Saturday: 8am – 1pm
Closed Sundays and bank holidays

For help with Parcelforce Worldwide services

Parcelforce Worldwide customer support

Call charges: calls to 03 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider. Calls may be monitored or recorded for training and compliance purposes.