Policy

We strive to acknowledge 99% of all complaints and compensation claims within two working days of their receipt.

Enquiries where items posted to a Jersey, Isle of Man or UK address are not delivered within the service standard period, or where the item is lost or received in a damaged state, will be investigated in accordance with Guernsey Post's procedures. The enquiry will be active for a maximum of one month. You will be advised of the results with compensation awarded in accordance with the service used if appropriate, usually no later than one working week from the date when the enquiry was closed.

Enquiries where items posted to a foreign address are not delivered within the service standard period, or where the item is lost or received in a damaged condition, will be investigated in accordance with Guernsey Post's procedures. The enquiry will be active for a maximum of two months. You will be advised of the results with compensation awarded in accordance with the service used if appropriate, usually no later than one working week from the date when the enquiry was closed.

Enquiries for compensation will be investigated if received within three months of the date of posting, with the exception of Special Delivery where enquiries can be made for delayed items up to 10 days only. Special Delivery items that are being sent back to the UK for return and repair, or high value items are open to inspection by Border Force in the UK and will therefore experience a delay as the recipient receiving the item will be contacted by them, in order to complete a C88A form and will need to comply with the terms & conditions to this form before the items are released.

If compensation has been paid for a missing item which is delivered at a later date or returned, you will be liable for the reimbursement to Guernsey Post Ltd for the compensation paid.

Because postal services of other countries are involved we cannot always resolve your problem within the 10 working days we would expect for domestic enquiries.

We monitor our management of enquiries and complaints very closely.

How to make an enquiry for lost, damaged or delayed items

Enquiries can be made by the sender or the addressee by post or fax, by telephone, by e-mail or by completing a Claim form.

We may need to see damaged or delayed items and packaging so please keep them. You will also need your proof of posting (some services provide receipts with unique identifiers, for others a free certificate of posting can be requested at the time of posting) and to provide evidence of the value of the item when submitting a claim for loss or damage.

To complete an enquiry form you will need to provide the following posting details:

• Who sent the item.
• To whom the item was addressed.
• A description of the item's contents.
• A description of the item's size, shape and wrapping.
• Where the item was posted.
• The date the item was posted.
• The postage cost and attached receipt.
• The service used.
• The letter/parcel reference number.

Enquiry timeframe summary

Destination of item mailed	Claim must be made within	Resolution period
Bailiwick	3 months	10 working days
Jersey, UK and Isle of Man	3 months	1 month and one  week for payment
International Signed For and Airsure	3 months	3 months and one week for payment
International Parcels & Letter Rate items	3 months	2 months and one week for payment
Special Delivery - Loss or damage	3 months	1 month and one week for payment
Special Delivery - Delayed (postage refund only)	10 days	2 weeks and one week for payment

 

How to make a complaint

Complaints can be made by the sender or the addressee by post or fax, by telephone, by e-mail or by completing a complaint form.

Unresolved complaints

When a complaint remains unresolved, either because you are dissatisfied with the outcome, or the target time for resolution has been exceeded, you can choose to take the matter further.

To do so, an approach should be made to the Trading Standards Service of the Commerce and Employment Department (contact details below). Trading Standards will act as an impartial body and will attempt to find a fair outcome for all parties if it identifies that we have not adequately resolved the matter. If Trading Standards believes we have acted reasonably you will be informed of this.

If the complaint still remains unresolved you can ask that the matter is referred to the Channel Islands Competition and Regulatory Authorities (CICRA), which, in turn, will receive a report from the Trading Standards Service. Both you and Guernsey Post will receive copies of the report. CICRA will progress the complaint in whatever manner it considers appropriate. The Trading Standards Service will periodically report to CICRA to provide details of complaints it has received under this procedure.

Nothing within this scheme or process is intended to prevent you as a customer from seeking resolution through the courts.

Contact details:
Consumer Adviser
Trading Standards Service
PO Box 459
GUERNSEY
GY1 6AF

Telephone:         01481 234567
Fax:                      01481 235015
Email:                 ts@commerce.gov.gg
Website:             www.gov.gg/tradingstandards