Complaints & Escalation Process

Reviewed: 29 January 2026

At a glance

We aim to resolve issues quickly and fairly.
Acknowledge within 2 working days, aim to resolve within 15 working days (or 30 if complex, with updates every 10 working days).
Clear three‑stage process: Frontline Resolution → Formal Complaint → Senior Review/Escalation.
For privacy concerns, you can also contact our DPO and, if unresolved, the ICO.
Alternative formats and representatives are welcome for accessibility.

Purpose

This Process explains how to raise a complaint, how we investigate and respond, how you can escalate if you’re unhappy, and your additional rights under UK law.

Scope

Applies to all complaints about UK Postbox services, billing, platform, handling and customer service.
Excludes: Emergency incidents (use security@ukpostbox.com), carrier‑only delays or failures beyond our control (we’ll assist with claims per Delivery & Shipping Policy), and disputes about other companies.
For data protection/privacy complaints, see section Privacy & data protection complaints (you can also use this process).

How to complain

Please provide as much detail as possible so we can investigate efficiently:

Your name, account email, and (if applicable) company name.
Account ID and relevant item IDs, dates/times, and any tracking numbers.
What happened, when, and what you’re seeking (e.g., fix, refund/credit, explanation).
Any supporting screenshots, documents or invoices.

Channels

Online form: https://www.ukpostbox.com/forms/complaints-form
Post: UK Postbox Limited, 13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, Dorset, BH16 6FH, United Kingdom
Urgent security/misuse: security@ukpostbox.com (we may triage to the security incident process)

Accessibility: If you need adjustments or wish to use a representative/advocate, tell us—see our Accessibility Policy.

What we’ll do (service standards)

Acknowledge your complaint within 2 working days. We will provide a unique complaint reference number when we acknowledge your complaint.case owner and investigate impartially—reviewing logs, scans, call notes, and carrier records as needed.
Provide a substantive response within 15 working days wherever possible. If we need more time, we will contact you before this deadline to explain why and provide a revised timeline.
For complex cases we will aim to resolve within 30 working days and provide updates every 10 working days.
Keep records so outcomes are auditable and used for service improvement.

Outcomes and remedies

If we get something wrong, we will put it right. Remedies may include:

Explanation and, where appropriate, apology;
Correction (e.g., account settings, address format, scan/handling rework);
Refund/credit in line with our T&Cs and Delivery & Shipping Policy;
Goodwill gesture where appropriate;
Process improvements to prevent recurrence.

Where carriers are responsible (loss/damage/delay in transit), we will assist with claims, subject to carrier rules and time limits.

Escalation path (three stages)

Stage 1 – Frontline Resolution

Handled by our support team. Many issues can be resolved within a few working days.

Stage 2 – Formal Complaint

If you’re not satisfied with Stage 1, ask for a Formal Complaint review. A senior agent or team lead will reinvestigate and issue a Final Response. Our Final Response will clearly state our position, explain our reasoning, and confirm your options if you remain dissatisfied.

Stage 3 – Senior Review/Escalation

If you remain unhappy, request Senior Review. A manager from Compliance/Operations will independently review the case, including the fairness of the outcome and adherence to policy.

We’ll signpost external options where appropriate (see section 8). You can move to the next stage if we miss a promised deadline.

Privacy & data protection complaints

If your complaint concerns personal data (e.g., access request, deletion, security), you may contact our Data Protection Officer (DPO) directly at dpo@ukpostbox.com. We will handle your request under UK GDPR and our Trust Centre policies.

If we cannot resolve your privacy concern, you have the right to contact the Information Commissioner’s Office (ICO):

ico.org.uk
Tel: 0303 123 1113
Address: Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

We encourage you to contact us first so we can try to resolve matters quickly.

Alternative dispute resolution (ADR) & legal rights

We are not required to use a particular ADR scheme, but we may agree to ADR for suitable disputes. Consumers retain statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013. This process does not affect your legal rights—you may seek independent advice or bring a claim in the courts as set out in our T&Cs.

Behaviour standards

We will treat you with courtesy and respect. We expect the same in return. We operate a zero‑tolerance policy toward abusive, threatening or discriminatory behaviour toward our staff; we may end calls/emails and, where necessary, restrict or close accounts (see AUP).

Evidence, confidentiality & retention

We may request and rely on evidence such as item photos, tracking scans, or platform logs.
Complaint files are handled confidentially and used only for handling the complaint and improving services.
We retain complaint records for at least 3 years (or longer if legally required), in line with our Data Retention & Deletion Policy.

Timelines linked to carriers (shipping claims)

For shipping claims, you must notify us within carrier time limits. Typical examples (may vary by carrier/destination):

Damage/shortage on delivery: report to the carrier immediately (before signing for delivery or within 24 hours of receipt) and to us within 7 calendar days with photos.
Loss/non‑delivery: report within 30 calendar days of shipment (or the carrier’s stated window).

We will help you submit claims but the carrier’s decision governs compensation.

Changes & review

We may update this Process to reflect legal or service changes. We will post the revised version with a new Reviewed date and, where material changes affect registered users, provide notice (e.g., email or in‑app). Continued use after the effective date constitutes acceptance.

UK Postbox Limited

13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, Dorset, BH16 6FH, United Kingdom

Support: support@ukpostbox.com

Security: security@ukpostbox.com

Legal notices: legal@ukpostbox.com

Data protection: dpo@ukpostbox.com

Complaints: complaints@ukpostbox.com

Accessibility: accessibility@ukpostbox.com

Website: www.ukpostbox.com

Registered in England and Wales Company Number: 06723381

MLR registration no: XLML00000192390

ICO registration no: ZA038907