Frequently Asked Questions

Who can complain? You can use POSTRS if you are a consumer or business who has an unresolved complaint against a member of POSTRS. Please note that you are a customer if you have sent or received mail.

How should I complain? You should first of all let the company know that you have a problem with them. The company then has to try and settle that problem with you, or to issue you with a deadlock letter which will refer you to us. If you come to us before going to the company then we will be unable to handle your complaint and will refer you to the company. If you have not yet complained to your company you should be able to find details on how to complain to them either on their website, in their Code of Practice, or in your terms and conditions.

How much does it cost to complain? The cost of taking an application through POSTRS is borne by the company, and the only cost to you is in preparing and submitting your case, for example, photocopying and postage

I see I can apply online, is that any different than applying by post? The only difference between applying online or by post is that it may be more convenient for you to apply online. This is especially the case if you wish to take your time completing the application form and if you have all of your evidence available in electronic format. Just because you apply online however, does not mean that you have to continue online, you can choose to use the post or telephone later on

How will I know what to send to POSTRS when I make an application? We will provide you with an application form which includes a check list to alert you to the type of information we require

How does POSTRS handle my complaint? We will act as a post box and collect information from you and the company. We will then appoint an independent adjudicator who will read the documentation and make a decision. If the adjudicator requires any additional information they may contact you by telephone, email, post or fax and the information will be copied by the adjudicator to the other party

What if I don’t like the decision made by POSTRS? If you are unhappy with the adjudicator's decision you may reject it. The adjudicator's decision only becomes binding if you accept it within six weeks of being told what the decision is. The decision cannot be appealed, only accepted or rejected by you - if you accept it the company has to take the required action

Who are IDRS Ltd? POSTRS is administered independently by, us, IDRS Ltd. We are a wholly owned subsidiary of the Chartered Institute of Arbitrators, the world's foremost membership body of ADR professionals, with over 11,000 members in more than 90 countries. As part of the CIArb we have more than 30 years experience of providing independent consumer redress services.

What if the company and I decide to settle the case? Either party has a right to enter into settlement negotiations at any time before the adjudicator makes a decision. Negotiations are private discussions between the parties and you should correspond directly with the company and not through us. If you do settle, we need the company to let us know in writing and we will call you to make sure that you have settled. The company must take the agreed action under the settlement, normally within four weeks of the date the company told us about the settlement. You and the company may agree a different period that would be reasonable in the circumstances, and the company must tell us that when they tell us about the settlement. If the company does not take the agreed action in time, we will open the case again (if you ask us to) and give the company seven days to respond to the claim.

How long will it take for POSTRS to settle my dispute? The target we have set is six weeks from receipt of the application to publication of the decision to the parties. A further six weeks is allowed for you to decide whether or not you wish to accept the decision. Research shows that most consumers who accept the decision (80% of consumers) do so within 10 days of receipt of the decision.

Will I see everything the company says about me? Yes. A key feature of POSTRS is that it is transparent and both parties see everything submitted by the other party and have the opportunity to comment upon it

The company you are complaining about is not a member. Where should I go next? If the company you have a complaint about is not a member of POSTRS then they may not be operating as a licensed postal operator. Or they may not yet have joined POSTRS

I have difficulty in completing forms. Will you help? Of course, our staff is available to assist in the completion of forms. Further assistance is available from the Citizens Advice Bureau and other consumer help groups, details of which are available from the Advice Now website

Is POSTRS registered under the Data Protection Act 1998? IDRS Ltd is registered under the Data Protection Act 1998.

Do you have any other useful links? Yes, the following websites may be of interest to you: