If you are dissatisfied with the postal service you have received or are currently receiving, follow these steps to address your concerns:
1. Register Your Complaint with the Service Provider
Start by contacting your service provider and following their complaints procedure. Most postal services, including Guernsey Post Ltd, offer standard products under standard terms and conditions, and they have established processes for addressing complaints.
Guernsey Post Ltd has a Code of Practice that outlines the procedures for handling complaints, including timeframes for resolution. For more information, refer to the Guernsey Post Ltd Customer Charter.
2. Contact Trading Standards (Guernsey)
If your complaint remains unresolved—for example, if you are dissatisfied with the outcome or if the resolution timeframe stated in the Customer Charter has not been met—you can escalate the issue to the Trading Standards Service. Trading Standards acts as an impartial mediator, aiming to achieve a fair resolution for all parties involved.
How to contact Trading Standards:
- Email: [email protected]
- Mail: Trading Standards
Raymond Falla House
Longue Rue
St Martin
Guernsey, GY4 6AF
If either you or the service provider disagrees with the outcome, Trading Standards can refer the matter to us. They will provide a report to all parties involved, including the complainant, the service provider, and us.
3. Submitting a Complaint to Us
If your service provider cannot resolve your complaint satisfactorily or if you are unhappy with the resolution provided by Trading Standards, you may submit your complaint to us for further review.
By following these steps, you can ensure your concerns are addressed systematically and fairly.