Royal Mail Group Ltd
The Royal Mail Group Ltd customer service line handles inquiries about mail delivery, tracking, redelivery, complaints, and general postal services. Available Monday to Friday from 08:00 to 18:00 and Saturday from 09:00 to 13:00, this line often experiences long wait times, especially during peak periods or after major service disruptions. Callers are advised to have tracking numbers, reference numbers, or account details ready to expedite service. Automated menus are used for initial triage, and persistence may be required to reach a human agent. Calling early in the morning is recommended to avoid long hold times.
Updated 4 Nov 2025
Expected outcomes
- Track a parcel
- File a complaint
- Request redelivery
- Inquire about delivery times
- Report a missing package
- Update account details
Call preparation
Assemble everything before you dial. These requirements are verified by our call analysts and updated as organizations change their scripts.
- Tracking number
- Reference number
- Account details
- Personal identification
- Issue details
- Relevant addresses
Known issues
Customers frequently report long hold times when calling Royal Mail customer service, particularly during peak periods or after major disruptions. To mitigate this, it is recommended to call early in the morning. Automated phone menus can also make it challenging to reach a human representative. Persistence and selecting specific menu options may improve the chances of speaking to an agent. Having all necessary details, such as tracking numbers and reference numbers, ready before calling can help streamline the process and reduce frustration.
