Post - Making a complaint

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:

1. Register your complaint with the service provider and follow its complaints procedure

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

2. Trading Standards (Guernsey)

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

You can make a complaint by email to Guernsey Trading Standards or in writing to Trading Standards, Raymond Falla House, Longue Rue, St Martin, Guernsey, GY4 6AF

If either party is dissatisfied with the outcome they can ask that the matter be referred to us. Trading Standards will submit a report to us, the complainant and the service provider.

3. Submitting a complaint to us

If your service provider has been unable to resolve your complaint to your satisfaction (and, in Guernsey you are dissatisfied with the outcome of Trading Standards' involvement) you can ask us to consider your complaint.

Before getting in contact, please read our Guidelines on on Making a Complaint and Investigation Procedures. These contain everything you need to know in order to submit a complaint.