Complaint procedure
In the event you are dissatisfied with the service you have received and you have not been able to reach a resolution via our customer service support team, you can make a formal complaint by email to contact@apostilleseal.co.uk. Please include a subject heading of ‘Customer Complaint’ and supply your full name and order number.
What happens next
We will acknowledge receipt of your complaint within 24 hours. An investigation will be carried out into the issues raised and a full response will normally be provided within 5 working days. Where the issue is particularly complex, it may take a little longer to respond fully. If this is likely, we will provide information on the action which we are taking and advise when you can expect a full response.
Undelivered items procedure
We understand that undelivered items can be very frustrating and time-consuming. Here are some useful links to go further if you wish to make a claim. Please note as per our Terms and Conditions (8.6 and 8.9) you agreed upon when you order our online service, no liability or compensation will be passed to us. In the event that an item is delayed, damaged, or is ‘lost in the post’ all replacement certificates must be paid for by the applicant.
– Citizen Advise
If you’re not happy with Royal Mail’s decision about compensation – Click here
– Postal Redress Service
The Postal Redress Service (POSTRS) is an independent organisation that can resolve disputes between postal operators and their customers when operators have not sorted out the complaints through their own procedures – click here
– Royal Mail Personal Contact Us form. Royal Mail help center https://personal.help.royalmail.com/
– Ombudsman – click here
Royal Mail
International Signed, International Tracked or International Tracked and Signed
(The below information is from Royal Mail website – for more info and UK delivery click here)
For delivery in Europe
- We aim to deliver within 3 – 5 working days.
- If the item hasn’t been delivered by the due date plus 20 working days the sender might be able to claim for compensation.
- Check eligibility on our Claims Centre. (Please note, early claims cannot be processed.)
- For delivery in the Rest of the World
We aim to deliver within 5 – 7 working days. We endeavour to meet our delivery aims, however for extremely remote locations (e.g. South Pacific Islands) this may not be possible - If the item hasn’t been delivered by the due date plus 25 working days the sender might be able to claim for compensation. Check eligibility on our Claims Centre. (Please note, early claims cannot be processed.)
Royal Mail claim procedure
What you need to provide?
- The minimum information we need or any claim is:
- Name and full address of the sender and intended recipient
- The amount of postage paid
Where the letter or parcel was posted - Item reference number (All trackable services)
- Description of the contents (not required for Inland delay claims)
For compensation of your item, you must also provide:
- Proof of posting e.g:
Post Office® receipt (certificate of posting) - Proof of value if claiming for the contents, eg.till receipt, bank statement, etc
- The damaged item and packaging (for damage or items received with some or all of the contents missing only)
Royal Mail – how to complete the claim form
