Consumer Information

• Guidance on Complaints
• Complaints Departments
• Trading Standards
• CICRA Complaints Contact

The majority of postal service customers buy standard products that are subject to standard terms and conditions. If you are unhappy with the service you have / are receiving and wish to make a complaint, you should take the following steps:

Register your complaint with the service provider

In the first place you should ask your service provider to try to resolve the complaint. Both Guernsey Post Ltd and Jersey Post Ltd have codes of practice in place which set out the procedures for handling complaints, including time limits for resolution. 

Jersey Post Ltd Customer Charter
Guernsey Post Ltd Customer Charter

Nothing in this scheme is intended to prevent a customer from seeking resolution through the courts.

For information on Guernsey Post's complaints procedure click here

You can make a complaint by email to ts@commerce.gov.gg or in writing to:

The Consumer Advisor
Trading Standards Service
PO Box 459, Raymond Falla House
Longue Rue, St Martins
Guernsey
GY1 6AF


For postal users in Jersey who wish to make a complaint, contact Jersey Post's Customer Services Dept at customerservices@jerseypost.com or write to:

Customer Services
Jersey Post Limited
Postal Headquarters
Jersey
JE1 1AA

Guernsey Unresolved Complaints
If a complaint made in Guernsey remains unresolved, either because you are dissatisfied with the outcome, or the target time in the code of practice has not been met, you can take the matter to the Trading Standards Service at the Department of Commerce and Employment who will act as an impartial body and attempt to find a fair outcome for all the parties involved.

If either party is dissatisfied with the outcome of their complaint to the TSS then they can ask that the matter be referred to the OUR. The TSS will submit a report to the OUR, the complainant and the service provider and the OUR will progress the complaint in whatever manner it considers appropriate.