Complaints

Contact us through the support chat in your account, or email us at hello@parcelpartner.co.uk. Please include:

• your name and the email address on your account;
• the label's reference or tracking number, if it's about a label;
• what went wrong, and what you would like us to do.

• We confirm we have your complaint within 2 working days.
• A member of our team looks into it and sends you a full reply within 14 days.
• If we need longer, for example while Royal Mail investigates a lost parcel, we tell you why and when you can expect our reply.

Reply to our response and ask for a review. Someone senior who wasn't involved will look at your complaint again and send you our final response within 14 days.

Royal Mail carries and delivers parcels sent with our labels. If a parcel is late, lost or damaged, complain to us rather than to Royal Mail: we will take it up with Royal Mail and make any claim for you. Claim time limits are in our terms and conditions.

If you're a consumer and our final response doesn't settle it:

• Citizens Advice gives free, independent advice on consumer problems: call 0808 223 1133 or visit citizensadvice.org.uk.
• We don't currently use an alternative dispute resolution scheme.
• You can make a claim through the small claims court. In England and Wales you can start one online at gov.uk/make-court-claim-for-money.
• If you paid by card, your card provider may be able to help.

Complaints about how we use personal data can also go to the Information Commissioner's Office, as our privacy notice explains.