Queries and Complaints Policy
Last updated January 2025
InPost's Customer Promise:
Here at InPost we’re passionate about getting your parcels where they need to be, at your convenience! Whether you Collect, Return or Send, we hope that you love our Services as much as we do.
That said, we understand that sometimes things don’t go to plan. We hope that you don’t need us, but our Customer Care Team is on hand to deal with your queries or complaints. All we ask is that you treat our Team with respect, and we’ll do what we can to put things right.
If for any reason you require specific accessibility adjustments to our process, please let our Customer Care Agents know ASAP. We’ll do our best to accommodate.
Why you might want to contact us:
Our Customer Care Team is ready to deal with any support you need with your Parcel. If you have a Parcel query, please check our Help Page to see if we have you covered. If not, we’re on standby to help! We’re also here to look into complaints and claims where your Parcel has been lost or damaged.
Finally, we’re also keen to hear your feedback. We’re always on the lookout to improve our Services.
When to contact us:
We’re the right port of call where you’ve ordered Services from us directly (for example via our App), or where you’re having an issue with our lockers or shops.
Where you have ordered our Services through a retailer or other third party, all queries and complaints should be raised with them directly. Their complaints process will apply. We will always remind you of this. Please remember that retailers may have their own time limits relating to receipt of complaints. We strongly encourage you to complain to retailers directly in the first instance to avoid any issues.
Unless exceptional circumstances apply, we will be unable to assist you further where you have ordered our services through a retailer or other third party.
Where you are the recipient of a parcel, we ask you to raise your query or complaint with the parcel sender in the first instance. We’ll still make a log of your issue and do what we can to help resolve the situation. However, the sender will be best placed to get the root of the problem.
How to contact us:
You can get in touch with us in a number of ways. The quickest way to get to the right people is by submitting one of our forms. We aim to acknowledge receipt of these and to kick off our investigation within 24 hours of submission.
- If you have a query or complaint, please complete our Contact Form
- If you want to make a claim for a lost or damaged parcel, please complete our Claim Form (see “Lost or Damaged Parcels” below)
You can also reach out by:
- giving us a call on 0330 335 0950. Calls are charged at your network's local rate. Our opening hours are: Mon - Fri: 7am - 10pm Sat - Sun: 8am – 8pm · sending an e-mail to [email protected]
- chatting to our virtual assistant on the InPost website
So that we can help you efficiently, please make sure that you provide all relevant information (see “What we Need from You” below). We aim to answer calls as soon as possible during opening hours and emails within 24 hours.
What we need from you:
So that we can resolve your contact in a speedy manner, please have the following information to hand when you get in touch:
- Your parcel tracking number.
- Your reference number if your query or complaint relates to an existing issue.
- How you ordered InPost’s Services (e.g. was this through a retailer partner, or InPost directly?)
- Your preferred contact information, including email address and phone number.
Depending on the nature of your query or complaint, we may require further information. For example, where you’re claiming for a damaged parcel we’ll also require photographic evidence of the item received.
What you can expect from us:
Where we have all the information which we need, we’ll aim to resolve your query or complaint within 5 business days. If further information is needed, this may take up to 30 days. Where a contact is exceptional, we may require 90 days to bring our process to a full conclusion. However, if this is the case, we will keep you regularly updated.
Complaints:
In some cases, you may want to contact us with a complaint. We classify complaints as an expression of dissatisfaction as to the Services you have received from InPost. You can make a complaint using any of the contact methods listed above.
We take complaints seriously and will try to resolve them as efficiently as possible. All complaints will be assessed in accordance with InPost’s Service Terms which are agreed at the point at which you order our Services.
Lost or damaged parcels:
If your complaint concerns a lost or damaged parcel, you can let us know via our Claim Form. We’ll acknowledge receipt with an email containing your reference number.
It’s really important that you do not change the subject line of the email containing your reference number. If you do, we may be unable to process your claim in the most efficient way.
All claims will be assessed in line with our Service Terms. As a reminder:
- Claims for damaged parcels must be submitted within 30 days of the delivery date.
- Claims relating to parcels which are designated “delivered” by InPost tracking (e.g. parcels designated delivered but which have not been received) must be submitted within 14 days of the delivery date.
- Claims for lost parcels can only be made up to 7 days after the parcel has been dropped-off at an InPost locker or shop.
- Provided you’re not sending a Prohibited Item or you failed to comply with our Parcel & Packaging Requirements, where a parcel has been lost or damaged due to our fault, we will compensate you for the parcel value, up to a maximum of £20.
The InPost Complaints Process:
Where we receive a complaint, we will aim to resolve it in accordance with our process set out below. Please note that some complaints may require additional investigation and external support to resolve. Where you’ve provided us with all the relevant information, we’ll do our best to resolve your complaint within the timeframes specified.
Step 1: Our Customer Care Agent will review your complaint and come back to you with a resolution.
Step 2: Where the complaint cannot be resolved, it will be escalated to the relevant Team Leader.
Step 3: In the rare event that your complaint is still not resolved at this point, escalation will be made to a Specialised Complaints Team.
Every member of our Customer Care Team, at every stage of the complaints process, is trained in InPost’s complaints resolution policy.
If we're unable to resolve your complaint:
We hope that following the InPost Complaints Process will get the right answer for us all. In the unlikely event that you’re still unhappy with our response following completion of the InPost Complaints Process, advice is available to you from:
Citizens Advice – if you’re in the UK (excluding Northern Ireland)
Consumer Council for Northern Ireland - if you’re in Northern Ireland