Statement of Process

New Service Requests

If our current services do not meet your needs, Royal Mail Wholesale can work with you to create a new service or variations to the existing agreements.

We use an 8-Stage Gateway Approach to manage new service requests.

The first step is to contact Royal Mail Wholesale's Service Development team so your requirements can be discussed in more detail.

Preliminary discussions are beneficial to ensuring that the product specification we develop are in line with the service you envisage. When the request is ready to be formalised you need to complete an Access Request Form. For multiple requests, you need to complete a separate application form for each access product or service required. Joint development of the request form will assist the overall process.

All information provided to Royal Mail Wholesale as part of your application will be treated in strict commercial confidence. Once a contract is signed, Royal Mail must notify Ofcom and make the service available to the postal market generally.

The current New Service Request process was established in June 2019 following consultation with the Access industry. The 'Decision on Changes to the Access Service Request Process' document sets out Royal Mail’s approach to managing requests for new access services.

Requests to vary the Access Letters Contract

Under Clause 13.1 of the General Terms and Conditions of the Access Letters Contract, you may ask for a change to the contract by completing the Access Variation Form and send the completed form to our Access Contracts Manager.

Our Access Contract Variation Request process sets out the steps we take to handle requests from Access customers to vary the Access Letters Contract. 

All information provided to Royal Mail Wholesale as part of your request will be treated in strict commercial confidence.

If you have any queries about  new service development or variations or need help completing the Access Request Form or Access Variation Form please contact Royal Mail Wholesale's Service Development team.