Assistance and Aid for Postal Orders

Postal Orders have a variety of uses. They can be used to pay for goods and services, cashed in at a post office, deposited into a bank account, or given as a gift. However, before purchasing, it is important to confirm whether the intended recipient accepts them.

There are two types of Postal Orders: crossed and uncrossed. Uncrossed Postal Orders can be cashed in any branch and used to make online or mail order purchases. In contrast, crossed Postal Orders can only be paid into a recipient's bank account or savings account, or used to pay bills at a post office branch. They have added electronic lines to indicate they are crossed.

Crossed Postal Orders are more secure as only the intended recipient can benefit from them. If someone attempts to cash a crossed order at a post office, it will be rejected, and they'll be referred to their bank. If you wish to have a Postal Order crossed, request it from the branch at the time of purchase.

The recipient's name is not required when purchasing Postal Orders, and they may be issued blank. A branch may require identification to redeem the order, but this is not mandatory.

Postal Orders do not have insurance, and only uncrossed orders are as secure as cash. However, crossed orders must be paid into a bank account and thus offer greater security.

If a Postal Order cannot be used for its intended purpose, return it with the receipt to the branch of purchase for a refund.

Post Office Limited products are not covered by the Financial Ombudsman Service's compulsory jurisdiction, and the company has decided to withdraw from the voluntary Financial Ombudsman Service scheme. Post Office Travel Money service is also opting out but assures customers their complaints will be addressed promptly and in line with their values and social responsibilities. From November 30, Post Office Postal orders will withdraw from the scheme, and customers may no longer escalate their complaints to the Financial Ombudsman Service.

The Financial Ombudsman Service is ready to investigate complaints regarding Post Office Postal orders until November 30th. If you wish for an investigation and have not already submitted your complaint, contact us as soon as possible. We strive to resolve complaints in an amicable manner, but if you disagree with the outcome, our customer teams are available to assist you in challenging it. Your complaint and the original outcome will be reviewed by a separate appeals handler, who will make a fair decision. For information on how to check if your Postal Order has been encashed, when it was encashed, and how to redeem it, please refer to the contact address below. Postal Orders can be redeemed at Post Office branches within 12 months of their purchase date. If your Postal Order is more than 12 months old, you can follow the refund process to obtain repayment. A copy of the Postal Order should be kept for your records, and the original sent to the contact address. ID may be required for crossing or encashing a Postal Order. If a branch refuses to encash a Postal Order, it may be due to defacement, content alteration, a failed validation check, or lack of valid ID. Overcharging or short-changing complaints can be addressed by returning to the branch of purchase with the receipt. Postal Orders can only be paid for in cash as card payments are not accepted due to banks treating them as cash advances.

Why is there a fee for purchasing Postal Orders? Is it for insurance purposes? The administrative fee for the Postal Order service is necessary to cover production and sales costs. This is not an insurance fee.

Can I get a refund for a Postal Order I have purchased? You may return any Postal Order that is less than 12 months old to any Post Office branch for a full refund. If the order is over 12 months old, you may send the original Postal Order along with your personal contact information to the address provided under "Contact Us" below. Please keep a copy of the Postal Order for your records. We aim to respond within 35 days of receiving your request.

When can I expect to receive my refund? Please allow up to 35 days for the refund to be processed. If you have not received it within this time, please contact us at the address below.

What should I do if I have lost my Postal Order? If a lost Postal Order was purchased, please provide us with a copy of your receipt through mail. You will find our postal address in the next section. Please keep a copy of the receipt for your records. We aim to respond within 35 days.

What should I do if my Postal Order is lost in transit? If the Postal Order is lost in transit, please fill out a lost post form (P58) at any Post Office branch. Mail this along with a photocopy of your proof of purchase to Royal Mail at the address provided on the form. You must wait at least 15 days after mailing before doing this. Please keep a copy of your receipt for your records. We aim to respond within 35 days.

What should I do if my Postal Order is stolen? If the Postal Order is stolen, please report it to the police and obtain a Crime Reference Number. They will need to contact us with this number. If the order has not been cashed, please contact us using our contact form and we can issue a refund. If you wish to make a claim for the Postal Order, please send the original receipt and your contact details to the address provided under "Contact Us" below. Please keep a copy of the receipt for your records. We aim to respond within 35 days.

What should I do if my Postal Order is damaged? Depending on the condition, it may be possible to return it to a branch for a refund. If this is not possible, please contact our Postal Order Team in writing at the address below. Please include a copy of your receipt (keeping the original) and your contact details. We aim to respond within 35 days.

Where can I find the Postal Order number? The Postal Order number is located on the back of the Postal Order slip. It is a 20 digit number found under the barcode.