Customer Service and Complaints

Letterbox Distribution complaints

We can get things wrong from time-to-time, please let us know so that we can put them right for you.

How to make a complaint

If you’d like to submit a complaint about delivery, non-delivery, loss, damage or similar, follow these two simple steps:

For Door Drop – email your account handler within 7 days of the completion of the campaign.

For Postal –

STEP 1

Contact us in the following ways:

By post: 

Customer Services, Greatbatch Limited t/as Letterbox Distribution,

Unit 65,

Lancaster Road Industrial Estate,

Lancaster Road,

New Barnet,

Hertfordshire,

EN4 8AS

By email:

customerservices@letterboxdistribution.com

STEP 2

Naturally we want to resolve your problem immediately. However, if you’re not happy with the resolution of your complaint or if a conclusion has not been reached within eight weeks, you may refer your complaint to an independent redress scheme.

We’ll provide you with details of the redress scheme should you need them.

Complaints process

You must submit your complaint within 30 days of the incident date. We aim to investigate and resolve all complaints within 28 days of the date of first receiving them.

Our complaints service is for mail handled by Letterbox Distribution only. All of our mail can be identified by the indicia printed in the top right hand corner (see below) that carries our unique reference code, CL 137.

Need more advice?

The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues and can be contacted at any stage of the complaint process. Visit http://www.citizensadvice.org.uk or call the Citizens Advice consumer helpline on 03454 04 05 06.