{
  "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008",
  "json_url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008.json",
  "id": "uksi/2008/2355",
  "title": "The Postal Services (Consumer Complaints Handling Standards) Regulations 2008",
  "short_title": "Postal Services (Consumer Complaints Handling Standards) 2008",
  "long_title": "These Regulations require a licensed provider of postal services that provide licensed postal services to relevant consumers to have in place, publish and comply with a complaints handling procedure to handle consumer complaints from receipt through to completion. The complaints handling procedure must meet the requirements set out in regulation 3, which include a requirement that the procedure be transparent, simple and inexpensive, be in plain and intelligible language and must describe the process the licensed provider will follow to investigate and complete a complaint, and the likely timescale for that process.",
  "citation": "S.I. 2008/2355",
  "type": "uksi",
  "year": "2008",
  "number": "2355",
  "version": "current",
  "date": "2008-09-03",
  "revised": true,
  "valid_from": "2008-10-01",
  "extent": "E+W+S+N.I.",
  "unapplied_effects": 1,
  "provisions": [
    {
      "path": "introduction",
      "kind": "introduction",
      "number": null,
      "heading": "Introductory text",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/introduction",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": null
    },
    {
      "path": "part/I",
      "kind": "part",
      "number": "I",
      "heading": "General",
      "url": null,
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": null
    },
    {
      "path": "regulation/1",
      "kind": "regulation",
      "number": "1",
      "heading": "Citation and commencement",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-1",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/I"
    },
    {
      "path": "regulation/2",
      "kind": "regulation",
      "number": "2",
      "heading": "Interpretation",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-2",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/I"
    },
    {
      "path": "part/II",
      "kind": "part",
      "number": "II",
      "heading": "Standards for handling consumer complaints",
      "url": null,
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": null
    },
    {
      "path": "regulation/3",
      "kind": "regulation",
      "number": "3",
      "heading": "Regulated providers’ complaints handling procedure",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-3",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/II"
    },
    {
      "path": "regulation/4",
      "kind": "regulation",
      "number": "4",
      "heading": "Recording consumer complaints",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-4",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/II"
    },
    {
      "path": "regulation/5",
      "kind": "regulation",
      "number": "5",
      "heading": "Signposting consumers to the redress scheme if consumer complaints cannot be completed",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-5",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/II"
    },
    {
      "path": "regulation/6",
      "kind": "regulation",
      "number": "6",
      "heading": "Allocation and maintenance of adequate resources for complaints handling",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-6",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/II"
    },
    {
      "path": "regulation/7",
      "kind": "regulation",
      "number": "7",
      "heading": "Vulnerable consumers",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-7",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/II"
    },
    {
      "path": "part/III",
      "kind": "part",
      "number": "III",
      "heading": "Supply of information to consumers",
      "url": null,
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": null
    },
    {
      "path": "regulation/8",
      "kind": "regulation",
      "number": "8",
      "heading": "Information to be provided to consumers",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-8",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/III"
    },
    {
      "path": "regulation/9",
      "kind": "regulation",
      "number": "9",
      "heading": "Publication of information on consumer complaints",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/regulation-9",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": "part/III"
    },
    {
      "path": "signature",
      "kind": "signature",
      "number": null,
      "heading": "Signature",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/signature",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": null
    },
    {
      "path": "note",
      "kind": "note",
      "number": null,
      "heading": "Explanatory note",
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/note",
      "extent": "E+W+S+N.I.",
      "status": null,
      "parent": null
    }
  ],
  "has_text": true,
  "pdfs": [
    {
      "title": "Printed copy",
      "main": true,
      "language": null,
      "date": "2008-09-08",
      "size": null,
      "url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/pdf/uksi_20082355_en.pdf",
      "source_url": "https://www.legislation.gov.uk/uksi/2008/2355/pdfs/uksi_20082355_en.pdf"
    }
  ],
  "outstanding_effects": [
    {
      "type": "revoked",
      "affected_provisions": "Order",
      "affecting": "uksi/2011/2085",
      "affecting_title": "The Postal Services Act 2011 (Consequential Modifications and Amendments) Order 2011",
      "affecting_provisions": "Sch. 2"
    }
  ],
  "made_under": [
    {
      "id": "ukpga/2007/17",
      "title": "Consumers, Estate Agents and Redress Act 2007",
      "url": "https://openlegislation.uk/consumers-estate-agents-and-redress-act-2007",
      "provisions": [
        "section/43",
        "section/44",
        "section/46"
      ]
    }
  ],
  "changes_made_to": 10,
  "changes_made_to_url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/changes.json",
  "changes_made_by": 9,
  "changes_made_by_url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/changes/by-it.json",
  "instruments_made_under": 0,
  "instruments_made_under_url": "https://openlegislation.uk/postal-services-consumer-complaints-handling-standards-regulations-2008/instruments.json",
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/uksi/2008/2355",
    "retrieved_at": "2026-10-29T03:24:53.766269+00:00"
  },
  "licence": "Open Government Licence v3.0",
  "licence_url": "https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/",
  "attribution": "Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives."
}