Northern Mail Limited
Nelson Park
Nelson Way
CRAMLINGTON
Northumberland
NE23 1JY

Telephone: +44 (0) 845 388 7899
Fax: +44 (0) 1670 566 501

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The Postal Services (Consumer Complaints Handling Standards) Regulations 2008

If you have an issue relating to your experience of any of our mail services, you can contact us in the following ways:

Mail: Customer Support, Northern Mail Limited, Nelson Park, Nelson Way, Cramlington, Northumberland, NE23 1JY

E-mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Tel: 0845 388 7899

Fax: 01670 566 501

Our Undertaking to You:

Should you have an issue relating to your experience of any of our mail services, we undertake to ensure that your complaint is treated promptly and fairly.  When Northern Mail receives your communication, we will confirm to you that we have received it and you will be contacted within 2 business days where you will be given a reference number.

Any issues will be investigated by our Customer Support Team and in cases where we may have to contact other parties, we will tell you how long we expect this to take and will provide you with regular updates if it is likely to take longer than 7 days (or longer than the time originally informed).

As soon as any investigation has been completed, you will be contacted and our findings and any action that we will take, will be explained to you.

If you are not satisfied with the response, you will be able to refer your complaint to an independent redress scheme.  We will send details of the redress scheme to you if you are not happy with our findings.

Our policy is to ensure that:

1. Your complaint will be treated on an individual basis and in a prompt manner

2. Any information provided will be treated as private and confidential

3. We will keep you updated during our investigations and endeavour to resolve any issue promptly and as efficiently as possible

4. A URN (Unique Reference Number) will be used in all correspondence

5. We will work with the Postal Services Commission, Consumer Direct and Consumer Focus to ensure that all legal complaints handling requirments are met

If you need help in raising an issue, you can contact Consumer Direct who can provide independent, practical and impartial consumer advice.  T: 0845 404 0506  W: consumerdirect.gov.uk