Claims and Complaints Scheme

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 if applicable, in accordance with the service used, 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 if applicable, in accordance with the service used, 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, apart from 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 will be subject to inspection by Border Force in the UK and will therefore experience a delay: the recipient will be contacted by Border Force, in order to complete a C88A form and will need to comply with the terms & conditions of this form before the items are released.

If compensation has been paid for a missing item which is later delivered or returned, you will be liable to reimburse 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, telephone, or e-mail or by completing the online Claim Form. Alternatively, you can print off the pdf Claim Form, complete it and return to the following address:

Customer Services,
Envoy House,
La Vrangue,
St Peter Port,
Guernsey,
GY1 1AA.

We may need to see damaged or delayed items and packaging so please retain them. We will also require 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) as well as evidence of the value of the item when submitting a claim for loss or damage.

For the avoidance of doubt, we will not consider compensation claims and will have no liability for or in relation to lost or damaged postal items as follows:

• where we believe (following our inspection) that the loss or damage was caused by situations outside of our control including any Force Majeure Event and acts of third parties with whom we have no contractual relationship;
• where we believe (following our inspection) that the loss or damage is due to a latent or inherent defect or natural deterioration;
• where we believe that the loss or damage suffered did not solely result from postal item's transmission through the post. In particular, in respect of damage, where the cover and packaging does not appear to us to have suffered the damage consistent with the damage caused to the contents of the postal item;

Complaints can be made by the sender or the addressee by post, 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 Guernsey Competition & Regulatory Authority (GCRA), which, in turn, will receive a report from the Trading Standards Service. Both you and Guernsey Post will receive copies of the report. GCRA will progress the complaint in whatever manner it considers appropriate. Trading Standardswill periodically report to GCRA 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:

Fair Trading Officer
Trading Standards Service
PO Box 459
GUERNSEY
GY1 6AF

Telephone: 01481 220379
Fax: 01481 235015
Email: [email protected]
Website: https://www.gov.gg/article/153039/Contact-Us---Trading-Standards

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.