Royal Mail: Official Contacts and How to Report a Scam
Got a message or call about a Royal Mail parcel, a redelivery fee or a customs charge? Here is what Royal Mail officially publishes: its real contact numbers, the domains it uses, what it says it will never do, and where to report a scam.
Do this first
- Do not click the link or call the number in the message. Open the official Royal Mail website or app yourself and enter the tracking number there.
- Check the sender against the official domains and phone numbers below. Anything else is not from Royal Mail.
- If you already paid or typed in card details, call your bank's fraud line now.
- Report the message using the routes below, then tell the regulator if Royal Mail won't help.
Royal Mail in United Kingdom
royalmail.com- Customer service (Where's my item?):03457 740 740(Mon-Fri 08:00-18:30; Sat 08:00-15:00; Sun 09:00-14:00)
- Relay UK (deaf, hearing or speech impaired):18001 0345 266 0075
Official domains Royal Mail lists: royalmail.com, help.royalmail.com. A link or email address on any other domain is not from Royal Mail.
What Royal Mail says about scams: Royal Mail says it will only send email and SMS notifications if the sender requested them for a trackable service, and unless tracking notifications were requested at posting it will not email, text or phone about undeliverable mail; if it cannot deliver it leaves a 'Something for you', 'Sorry we missed you' or 'Fee to Pay' card. It would never request payment for an underpaid item by email or text. The only email/SMS payment request is a customs fee, which links to the Royal Mail Fee to Pay site and is also followed by a grey 'Fee to Pay' card. Detailed article: help.royalmail.com/personal/s/article/Scams-fraud-and-identity-theft-how-to-spot-and-report-an-issue
Report a scam or fraud: Emails: forward to [email protected] without clicking links or attachments. Texts: email a screenshot to [email protected] and forward the text to 7726 (free). Suspicious calls or websites: put the phone number or web address in an email to [email protected]. Scam mail (letters): use the online form royalmail.com/reporting-scam-mail with images of the item and original envelope; Citizens Advice consumer service 0808 223 1133.
Forward scam messages to: [email protected]
Complaint then independent redress (Ofcom guidance): Ofcom says to complain to Royal Mail first (03457 740 740 or Freepost); if unresolved, the Independent Postal Redress scheme (POSTRS) can investigate for certain Royal Mail services. Royal Mail's own page also describes a Complaints & claims contact route. (source)
- Royal Mail says it will never email about attempted delivery of mail items, and if an email asks you to call a number to collect held mail, do not call (it may be a premium-rate number).
- Royal Mail says the only SMS/email payment request is for a customs fee, with a link to the Royal Mail Fee to Pay site plus a grey card; it would not request payment for an underpaid item (surcharge) by email or text.
- Royal Mail says fraudsters may forge 'from' addresses like [email protected] and use its logo, so none of that proves a message is genuine.
If Royal Mail won’t help:
Ofcom (postal regulator); Citizens Advice consumer service: Ofcom does not handle scam texts; it explains the complaint route for postal service problems. Citizens Advice 0808 223 1133 and Scotland/Northern Ireland alternatives are on Ofcom's page.
Checked on Royal Mail’s own pages on 30 October 2026. Support routes change, so if something has moved, use the help section in the official app or website and tell us. See every company in Travel and Delivery Scam Help, and report the crime to the police via the cyber agencies directory.