Royal Mail cares about the security and safety of our customers and their mail. You can report any crime, security incidents or suspicions to Royal Mail’s security team using our web portal. Royal Mail’s Security team will use the information submitted via this form to help us to protect our customers and their mail. In line with GDPR, any personal data submitted will be held only for as long as is required and where relevant and will be deleted thereafter.
Please note: the web portal is only for reporting security incidents or risks; if you have a query relating to the delivery or the collection of mail, or about a compensation claim, you can get help for service issues here: https://personal.help.royalmail.com/app/contact. We have a number of online forms you can use to let us know if you've witnessed something or have concerns about an incident or issue.
Missing mail
If an item of mail you're expecting hasn't arrived, or it was damaged or had some of the contents missing when it was delivered to you, completing our claim form will let us know there's been a problem. This information is relayed to our security team for analysis.
Please only use this portal to tell us about potential security incidents or risks that you have observed or have been informed of, relating to aspects of Royal Mail services, our customers or our people. This could include threats to the security of mail or suspicious behaviour.
Stamp fraud
If you suspect you've seen for sale or been sold counterfeit stamps please complete our online form.
Scam mail and emails
Scam mail can take the form of fake lotteries and prize draws, get-rich-quick schemes, bogus health cures, investment scams and pyramid schemes. Sometimes these can be sent to you if a scammer has got hold of your contact details fraudulently. If you think you or a family member is receiving scam mail, find out how to report it.
We regularly update our list of known scam emails - check this page to help you spot scam emails.
Using the Portal: crimes against Royal Mail or their members of staff
If you've witnessed or are aware of any of the following please complete our Report a crime against Royal Mail online form.:
- A postman or postwoman being assaulted
- A postbox or one of our trolleys or vans being stolen or vandalised
- Fraud against Royal Mail
- I believe someone is stealing mail
- I've found some mail
How to complete the portal form:
Through the portal you can report an Observation. An Observation can be a criminal incident that has taken place that concerns Royal Mail, such as a burglary of a Royal Mail premises or theft of a mail item. An Observation may also be something that you may have seen or heard that is not necessarily a crime but may be information that would be relevant to Royal Mail’s security team, such as a suspicious vehicle following one of our vans.
The first step is to enter in your personal details. These details may be used to contact you to obtain further information, if there is anything missing from your report that may help us to resolve your reported issue. Please enter your name, as well as an email address and phone number that we can contact you on, if necessary.
Alternatively, you can choose to remain anonymous. However, if there is insufficient information for us to act on and we are unable to contact you to obtain further information, then we may be unable to take any measures to resolve the issue.
You should enter the time and date that you observed the incident take place, or the time most relevant to your observation. We will automatically capture the time and date that you submitted your report.
You should then fill out the Summary box, explaining what it is that you want to report to us. Please provide as much relevant detail as possible to help us protect your mail and our staff.
You can also add any attachments that you think will be relevant. This might be a picture of an offender that you took.
A completed form should look something like this:
Royal Mail’s Security team will use the information submitted via this form to help us to protect our customers and their mail. In line with GDPR, any personal data submitted will be held only for as long as is required and where relevant and will be deleted thereafter.
Please note: this form is only for reporting security incidents or risks; if you have a query relating to the delivery or the collection of mail, or about a compensation claim, you can get help for service issues here: https://personal.help.royalmail.com/app/contact.
We have a number of online forms you can use to let us know if you've witnessed something or have concerns about an incident or issue.
Missing mail
If an item of mail you're expecting hasn't arrived, or it was damaged or had some of the contents missing when it was delivered to you, completing ourclaim formwill let us know there's been a problem.
Crimes against Royal Mail or their members of staff
If you've witnessed or are aware of any of the following:
- A postman or postwoman being assaulted
- A postbox or one of our trolleys or vans being stolen or vandalised
- Fraud against Royal Mail
- I believe someone is stealing mail
- I've found some mail
please complete our Report a crime against Royal Mail online form.
