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Claims and Complaints Procedures
Policy
We strive to acknowledge 99% of all complaints and compensation claims within two working days of their receipt.
Enquiries where items posted to a UK, Jersey or Isle of Man address are not delivered within the service standard period, or where the item is lost or received in a damaged state, will be investigated in accordance with Guernsey Post's procedures. The enquiry will be active for a maximum of one month. You will be advised of the results with compensation awarded in accordance with the service used if appropriate, usually no later than one working week from the date when the enquiry was closed.
Enquiries where items posted to a foreign address are not delivered within the service standard period, or where the item is lost or received in a damaged condition, will be investigated in accordance with Guernsey Post's procedures. The enquiry will be active for a maximum of two months. You will be advised of the results with compensation awarded in accordance with the service used if appropriate, usually no later than one working week from the date when the enquiry was closed.
Enquiries for compensation will be investigated if received within three months of the date of posting, with the exception of Special Delivery where enquiries can be made for delayed items up to 10 days only. Special Delivery items that are being sent back to the UK for return and repair, or high value items are open to inspection by Border Force in the UK and will therefore experience a delay as the recipient receiving the item will be contacted by them, in order to complete a C88A form and will need to comply with the terms & conditions to this form before the items are released.
If compensation has been paid for a missing item which is delivered at a later date or returned, you will be liable for the reimbursement to Guernsey Post Ltd for the compensation paid.
Because postal services of other countries are involved we cannot always resolve your problem within the 10 working days we would expect for domestic enquiries.
We monitor our management of enquiries and complaints very closely.
Enquiries can be made by the sender or the addressee by post or fax, by telephone, by e-mail or by completing the online Claim web form. Alternatively print off the pdf Claim form complete and return to Customer Services at Envoy House.
We may need to see damaged or delayed items and packaging so please keep them. You will also need your proof of posting (some services provide receipts with unique identifiers, for others a free certificate of posting can be requested at the time of posting) and to provide evidence of the value of the item when submitting a claim for loss or damage.
Complaints can be made by the sender or the addressee by post or fax, by telephone, by e-mail or by completing the online Customer Complaint web form shown below. Alternatively, please print off the pdf complaint form, complete and return to Customer Services at Envoy House.
To complete an enquiry form you will need to provide the following posting details:
- Who sent the item.
- To whom the item was addressed.
- A description of the item's contents.
- A description of the item's size, shape and wrapping.
- Where the item was posted.
- The date the item was posted.
- The postage cost and attached receipt.
- The service used.
- The letter/parcel reference number.
When a complaint remains unresolved, either because you are dissatisfied with the outcome, or the target time for resolution has been exceeded, you can choose to take the matter further.
To do so, an approach should be made to the Department of Commerce and Employment Trading Standards Service (contact details below). Trading Standards will act as an impartial body and will attempt to find a fair outcome for all parties if it identifies that we have not adequately resolved the matter. If Trading Standards believes we have acted reasonably you will be informed of this.
If the complaint still remains unresolved you can ask that the matter is referred to the Channel Island Competition and Regulatoty Authorities (CICRA), which, in turn, will receive a report from the Trading Standards Service. Both you and Guernsey Post will receive copies of the report. CICRA will progress the complaint in whatever manner it considers appropriate. Trading Standardswill periodically report to CICRA to provide details of complaints it has received under this procedure.
Nothing within this scheme or process is intended to prevent you as a customer from seeking resolution through the courts.
Contact details:
Consumer Adviser
Trading Standards Service
PO Box 459
GUERNSEY
GY1 6AF
Telephone: 01481 234567
Fax: 01481 235015
Email: tradingstands@gov.gg
Website: https://www.gov.gg/article/153039/Contact-Us---Trading-Standards
Destination of | Claim must be made within | Resolution period |
Bailiwick | 3 months | 10 working days |
Jersey, UK and Isle of Man | 3 months | 1 month and one week for payment |
International Signed, International Tracked, International Tracked & Signed | 3 months | 3 months and one week for payment |
International Parcels & Letter Rate items | 3 months | 2 months and one week for payment |
| Special Delivery - Loss or damage | 3 months | 1 month and one week for payment |
Special Delivery - Delayed (postage refund only) | 10 days | 2 weeks and one week for |
All claims must be supported with a receipt as proof of posting, whichever service is used.
We provide a certificate of posting, on request, at the time of posting. For any claim to be considered, proof of the cost of the item posted must also be submitted. No Guernsey Post services offer consequential loss insurance.
Enquiries of compensation will be investigated if received within three months of the date of posting, with the exception of Special Delivery where enquiries can be submitted up to 10 days for delays, with proof of receipt, with guarantee delivery date specified, from the date of posting.
Type of item sent | Not received | Damaged | Delayed |
Bailiwick/UK Letter/ Packets | Compensation will be awarded at only 10x the amount of the stamp e.g. £4.40 for a intra-Bailiwick letter and £5.90 for a UK letter, subject to proof of posting. | Compensation can be awarded, except for bulk postal flower, where no compensation is payable. Compensation will be awarded at only 10x the amount of the stamp e.g. £4.40 for a intra-Bailiwick letter and £5.90 for a UK letter, subject to proof of posting. | No compensation payable except for postal flowers where the cost of flowers (up to £50) is refunded if the item was addressed correctly but delivered after the fifth working day in the UK. |
Special Delivery | Up to £2,500 awarded + postage, subject to level of insurance purchased, proof of posting and cost of item. | Up to £2,500 awarded + postage. Postage subject to level of insurance purchased, proof of posting and cost of item. | Postage will be refunded if the delay has been caused by postal network failure, but will not be refunded if the delay is as a result of inspection of the parcel by HM Customs, weather conditions and Acts of God. The refund of postage for postal flowers will only be refunded if the flowers have not arrived within 3 working days. |
Local and UK Recorded Delivery | Up to £50 intra-Bailiwick or £50 for the UK + postage, subject to proof of posting and cost of item. | Up to £50 intra-Bailiwick or £50 for the UK, subject to proof of posting and cost of item. Plus postage. | No compensation available. |
Local and UK Parcel | Up to £500 awarded + postage, subject to level of insurance purchased, proof of posting and cost of item. (Standard product only provides £50 intra-Bailiwick or £50 insurance for the UK.) | Up to £250 awarded, subject to level of insurance purchased, proof of posting and cost of item. (Standard product only provides £50 intra-Bailiwick or £50 insurance for the UK.) Plus postage. | No compensation available. |
Global Priority Parcel (Europe and Rest of World) | Up to £250 awarded + postage, subject to level of insurance purchased, proof of posting and cost of item. (Standard product provides £50 insurance.) | Up to £250 awarded, subject to level of insurance purchased, proof of posting and cost of item. (Standard product provides £50 insurance.) | No compensation available. |
International Signed For | Up to £250 awarded + postage, subject to level of insurance purchased, proof of posting and cost of item. (Standard product provides £50 insurance.) | Up to £250 awarded, subject to level of insurance purchased, proof of posting and cost of item. (Standard product provides £50 insurance). | No compensation available. |
International Tracked | Up to £250 awarded + postage, subject to level of insurance purchased, proof of posting and cost of item. (Standard product provides £50 insurance.) | Up to £250 awarded, subject to level of insurance purchased, proof of posting and cost of item. (Standard product provides £50 insurance). | No compensation available. |
International Tracked & Signed | Up to £250 awarded + postage, subject to level of insurance purchased, proof of posting and cost of item. (Standard product provides £50 insurance.) | Up to £250 awarded, subject to level of insurance purchased, proof of posting and cost of item. (Standard product provides £50 insurance). | No compensation available. |
Fill in the claim form below for lost, delayed or damaged mail giving us as much information as possible.
Please refer to the timeframe, complaint and compensation information provided above before completing the online form below or downloading the claim form from the links provided.