Complaints Procedure
Making a Complaint
Zip Mail aims to provide a reliable and consistently high quality service but we recognise that, even with the best will in the world, sometimes things can go wrong. We see this as an opportunity to put right what we can, learn from any mistakes that have been made, and make sure we do everything we reasonably can to prevent the same thing happening again.
If you are unhappy with the service you received from Zip Mail let us know as soon as possible, either by email at sales@zip-mail.co.uk
or via the contact form below, giving your full contact details and setting out all the information you can about the problem. If we need more information we will contact you.
We will acknowledge your complaint within 7 days and, as long as you have complained within 30 days of the incident, we will investigate and report back within one calendar month of your complaint.
Please note: this complaints service is only for mail handled and delivered by Zip Mail. This can be determined by looking for our name and logo in the top right hand corner of your mail.
Independent advice is available from Consumer Direct who can be contacted on www.citizensadvice.org.uk
Recipients of mail delivered by Zip Mail who are not happy with Zip Mail’s resolution of their complaint, or if a conclusion has not been reached within 8 weeks of the original complaint, may refer their complaint to an independent redress scheme. Details of the redress scheme will be provided for complaints which reach this stage.