Royal Mail - Redirection - Consumer and Special Circumstances

1 Definitions

1.1 The words defined in the form, and those set

out below, apply to these Terms and Conditions

(terms) unless the context otherwise requires:

additional persons means the people other than

you whose mail you apply to have redirected;

agreement means an agreement to provide

a Redirection on the terms of the form and

these terms;

application means an application made for

a Redirection;

form means the relevant form requesting

a Redirection, whether in paper format or

available online;

new address means the address to which mail

is to be redirected, as detailed in an application;

old address means the address in the United

Kingdom from which mail is to be redirected, as

detailed in an application;

Redirection means our service described in

these terms for mail to be redirected from one

address to another address;

Redirection term means the length of time for

which we agree to provide a Redirection;

Special Circumstances Redirection means

a Redirection further to an application made in

any of the circumstances set out in clause 4;

Consumer Redirection means a Redirection

that is not a Special Circumstances Redirection;

w e, us, our and ours means Royal Mail Group Limited,

a company registered in England and

Wales (company number: 4138203) whose

registered office is at 185 Farringdon Road,

London, EC1A 1AA, the Royal Mail Group VAT registration

number being GB243170002;

working day means any day other than

Saturday or Sunday or any bank holiday or other national

holiday in any part of the United

Kingdom; and

you, yourself and your means (i) in relation to

a Consumer Redirection, the person who signs

the paper form or, where the application is

made online or by telephone, the person who

makes the application; and (ii) in relation to a

Special Circumstances Redirection, the person

who signs the form.

2 Our agreement with you

2.1 Our agreement is with you alone and you must:

2.1.1 comply with each of the provisions of

the agreement;

IMPORTANT

These Terms and Conditions, together with the relevant Redirection application form, govern our

Consumer Redirection Service and our Special Circumstances Redirection Service.

Please read these Terms and Conditions carefully before you make an application for either of these

Redirection services. If you do not understand any point, or have any questions, please call our

Customer Services Team on 03457 777 888.

Your attention is drawn to clauses 10, 11, 12 and 20 of these Terms and Conditions, which set out the limits

to the Redirection service; your liability and our liability in connection with our Consumer Redirection Service

and our Special Circumstances Redirection Service; and how we use personal data provided in your application.

If you are applying for a Special Circumstances Redirection, your attention is also drawn to clause

4 of these Terms and Conditions.

Delivery times are not guaranteed under our Consumer Redirection Service or our Special

Circumstances Redirection Service. This includes any items sent by Royal Mail Special Delivery.

This does not affect your statutory rights.

Please retain for your reference

Terms and Conditions for the Royal Mail

Consumer Redirection Service and Special

Circumstances Redirection Service

Royal Mail and the Cruciform are registered trade marks of Royal Mail Group Ltd, registered in England and Wales

with number 4138203, registered office: 185 Farringdon Road, London, EC1A 1AA.

4 Applications in special

circumstances

4.1 We will only accept an application relating to

mail addressed to a deceased person if the

application is for a Special Circumstances

Redirection and is made by (in order of priority:

4.1.1 the person holding the Grant of Probate

in respect of the deceased person;

4.1.2 the person holding Letters of

Administration in respect of the

deceased person;

4.1.3 an executor named in the deceased

person’s will; or

4.1.4 the holder of a certified copy of the

deceased person’s death certificate.

4.2 Where a person (the donor) has given a Power

of Attorney to another person (the attorney), we

will accept an application relating to the donor’s

mail from the donor themselves or the attorney

and our agreement will be with the person

who signs the form. If the application is by the

attorney, it must be for a Special Circumstances

Redirection..

4.3 Applications for Special Circumstances

Redirections must be made using our

Special Circumstances Redirection form

and be accompanied by the following

identification evidence:

4.3.1 for the person whose mail is to be

redirected, either:

(a) in the case of a deceased person,

the original or an office copy of their

death certificate; or

(b) in the case of a donor of a Power of

Attorney, and where the application is

made by their attorney, a certified copy

of that Power of Attorney.

4.3.2 for you (if you are applying to redirect

another person’s mail), the evidence

listed on the form.

4.4 It is possible to include other persons in

the application for a Special Circumstances

Redirection, provided:

4.4.1 their old address and new address are

the same as those of the person whose

details are set out in section 2 of the Special

Circumstances Redirection form; and

4.4.2 we are supplied with the same

identification evidence for those other

persons as if they had applied for a

Consumer Redirection. For each of those

other persons set out in section 2 of the

Special Circumstances Redirection form,

an individual fee will need to be paid.

4.5 We may accept an application relating to mail

addressed to a bankrupt person made by the

appointed Trustee in Bankruptcy and/or the

Official Receiver, provided that we are given

confirmation of the appointment and any

supporting information we ask for.

4.6 We will set up and provide a Special

Circumstances Redirection if required to do so

by a Court order.

4.7 We may set up and provide a Special

Circumstances Redirection in other limited

situations (e.g. where someone has been

granted deputyship). Please call our Customer

Services Team on 03457 777 888 to find out

more.

5 Payment

5.1 You agree to pay our current charges for the

Redirection and any extension to it. Current

charges are available from www.royalmail.

com/redirection or on request from our

Customer Services Team. Where applicable

the charges include VAT.

5.2 As part of our security measures, where you

pay for the Redirection by telephone the Credit

or Debit card used must be registered at the old

address, or to such other person or address as

we may require. This restriction does not apply in

relation to any extension to the Redirection term.

Where you pay for a new Redirection online, the

Credit or Debit card can be registered at the old

or new address. Any refund will be made to the

Credit or Debit card used to make payment.

6 Online applications

6.1 The online form is available for completion

on at www.royalmail.com (the Website).

The Website is operated by us.

6.2 The steps you need to take to make an

application using the online form can be found

at www.royalmail.com/redirection.

6.3 After you submit the online form, you will

receive an e-mail from us acknowledging that

we have received your application.

6.4 We will also confirm our receipt of the online

form by sending a confirmation notice in

accordance with clause 6.1.

6.5 We will not file a copy of our agreement with you.

7 Confirming the Redirection

7.1 Upon receiving an application, we will send

a letter to the old address, addressed to you,

2.1.2 co-operate with us in all matters relating

to the Redirection we provide for you;

and

2.1.3 give us, as soon as possible, any

additional and up to date information

we may reasonably require.

2.2 If you are applying to redirect the mail of any

person other than yourself you must ensure you

have that other person’s express consent to do

so or you are otherwise authorised to request

the redirection of their mail (including where the

other person is under 16 years of age and you

are his or her parent or guardian). By making

an application you confirm that you have this

consent from all other persons whose mail

you are applying to redirect or otherwise have

authorisation to request the redirection of their

mail, and that you and where appropriate mail

of persons you are redirecting mail for must

understand how we may use your and their data

as described in clause 20 .

2.3 Each agreement takes effect from the time we

accept the relevant application and received

payment of our charges for the Redirection.

We accept the application when we send a

confirmation letter.

2.4 Each agreement ends on the date when the

Redirection to which it relates ends, as stated

in the application for that Redirection, or when

we notify you that the Redirection has been

cancelled or has been ended by us in accordance

with clause 15.

3 The application

3.1 We will not set up a Redirection unless we

are satisfied as to your identity and authority

to make an application. A list of the items

we will accept as evidence of this is listed on

the application form and at www.royalmail.

com/redirection. Unless stated otherwise,

identification evidence must be provided both

for you and any other person specified in the

application who has a different last name to

yours.

3.2 You may only apply for a Redirection (or

extend a Redirection) if you are at least 18

years old. You (and anyone specified in the

application with a different last name to

yours) must have been resident at the old

address in the 6 months preceding the date

of your application. Fraudulently applying for

a Redirection without proper authority may

be a criminal offence, which could result in

prosecution.

3.3 We can refuse an application where we have

a reason for doing so. Reasons why we may

refuse an application include:

3.3.1 failure to provide documents required

by us to verify your identity and address,

or the identity or address of any other

relevant person;

3.3.2 we have reason to believe that the

documents you have provided to us are

not genuine;

3.3.3 we believe that you or any other relevant

person is not resident at the old address;

3.3.4 we suspect that any other relevant

person has not given their consent to

the Redirection or you do not have the

authority to make the application on his

or her behalf; or

3.3.5 the Redirection would be

operationally impracticable.

3.4 If we choose not to accept an application, or

if we are unable to implement the Redirection,

we will tell you in writing and refund any charges

we have received.

3.5 You must tell us immediately if any of

the information you gave us in your

application changes.

3.6 If we receive any objection to your application,

even if it is after we have accepted your

application, we are obliged to investigate the

matter to protect those named in it and the

residents of the affected addresses. Whilst

investigations take place mail which you

have applied to redirect may be held for up to

10 working days until enquiries are complete.

We may ask you to provide original documents

to prove you , or other people whose mail you

have applied to redirect live at the old address.

If you cannot do this, we may cancel, or refuse

to start, your Redirection.

3.7 If any objection concerns a dispute as to who is

entitled to apply for a Redirection, we will hold

mail from when we receive the objection for

up to 10 working days to enable the parties in

dispute to resolve the matter or to obtain a Court

order that confirms the identity of the person

entitled to make the application. If no resolution

can be reached within the 10 working days we

may cancel, or refuse to start, the Redirection,

or remove affected people from it, in which case

the mail will be delivered as addressed.

3.8 If we receive information relating to the misuse

of the Redirection service, or of fraudulent

activity, from the police or other official

bodies, we may cancel, or refuse to start, the

Redirection.

3.9 We do not have to provide the Redirection if we

consider it unsafe or unreasonable for you to

expect us to do so.

acknowledging receipt and acceptance of the

application (a confirmation notice). If you apply

online you will receive the confirmation by email.

7.2 If you (or any other relevant person) have already

moved from or are no longer at the old address,

or if you have requested that your Redirection

takes effect within 5 working days of the date of

your application, we will send the confirmation

notice to the new address.

7.3 As a security measure, we will also send

a letter to the old address to inform “The

Occupier” of the Redirection.

8 Duration of the Redirection term

8.1 Subject to the rights to cancel and end the

Redirection in clauses 13 and 15, the Redirection

will start on the later of:

8.1.1 5 working days from the date we

accept the application (unless we agree

otherwise); and

8.1.2 the date specified in the application.

8.2 We will stop providing the Redirection at the end

of period specified in the confirmation notice and

then deliver all mail as addressed.

8.3 The maximum Redirection term is four years,

including any extensions. This is reduced to

6 months for a Redirection where the old

address is a PO Box.

9 Extensions to the Redirection term

9.1 If you require the Redirection to be supplied

for longer than the period specified on your

application, you should make an extension

application online (at www.royalmail.com/

renewal), by post or by telephone (by calling

our Customer Service Team). We must receive

your extension application at least 5 working

days before the end of the current Redirection

term to ensure an uninterrupted service.

Renewals cannot be made at a Post Office®

branch. Redirections can be extended up to the

maximum period of four years.

9.2 You cannot extend a Redirection more than

6 months after it has expired. You will need to

complete a new application if this happens.

9.3 There is a charge for extending the duration

of the Redirection. The charges are variable.

Current prices are available from our Customer

Services team, Post Office

branches and at

www.royalmail.com/redirection. We will

confirm the price to you at the time you request

an extension.

10 Limitations on the Redirection

service and timing of deliveries

10.1 The Redirection service is not available in the

following circumstances:

10.1.1 where the old address is outside of the

United Kingdom.

10.1.2 where the old address is a British Forces

Post Office

address (but you may apply

where the new address is a British

Forces Post Office® address).

10.1.3 where the old address is a multi-occupied

address which is not separately rated for

council tax purposes and does not have a

unique delivery point (including boarding

houses, university halls of residence,

nursing homes, caravan sites, hospitals,

mail boxes and hotels).

10.1.4 where the old address is a Post Restante

address, or where the new address

is (i) a Post Restante address outside

the United Kingdom or (ii) a Royal Mail

delivery office or Post Office

10.1.5 where the old address is a

business address.

10.2 Redirections can only be provided from a single

old address to a single new address.

10.3 You accept that a Redirection may impact upon

delivery times. We will use our reasonable

endeavours to deliver redirected mail in

accordance with our usual timescales but this

is not guaranteed and delays may occur. We

will not be liable for any reasonable delay in

delivering redirected mail.

10.4 Guaranteed delivery dates, such as those

provided under the Royal Mail Special Delivery

service, do not apply to redirected mail. Royal

Mail Special Delivery and Signed For items will

still require a signature on delivery.

10.5 Jointly addressed mail (for example, mail

addressed to Mr and Mrs Smith) can only be

redirected where there is a Redirection in place

covering both names and redirecting mail

to the same new address. If there is no such

Redirection, we will deliver jointly addressed

mail as addressed.

10.6 We cannot redirect Royal Mail Special Delivery,

Parcels, Tracked or Signed For items to

addresses outside the United Kingdom.

10.7 We will not redirect:

10.7.1 items carried via our Tracked High

Volume service marked Restricted

Goods. We cannot redirect outside the

United Kingdom any item over 25mm

in thickness, or 100g in weight, that

appears to contain goods. Items below

this thickness and weight, and items

obviously only containing printed-

paper, can be redirected abroad. These

restrictions exist because:

(a) items containing goods sent to non-

EU destinations require a CN22 or CN23

customs declaration, which must be

completed and signed by the sender (not

us) at the time of posting;

(b) all countries, whether in the EU or

outside of the EU, have specific lists of

prohibitions and restrictions detailing

what can and cannot be sent to those

countries, so we cannot redirect items

abroad where we do not know their

contents; and

sizes differ from those allowable in our

domestic services.

10.8 Any items sent to the old address using any of the

services set out in clauses 10.6 or 10.7. while a

Redirection is in place and which are addressed

to people covered by that Redirection will be

returned to the sender (where the sender’s

address is present). If you (or any other relevant

person) expect items to be sent to the old address

using one of these services you (or they) should

tell the sender to use the new address, and you

agree to let those other persons know this.

10.9 We will only redirect items that are sent using

our postal services (not including Parcelforce

Worldwide for these purposes).

10.10 There are laws that prevent us from redirecting

certain items. There are also laws that require

us to return certain items to the sender and

we may need to inform the authorities of

this (for example, mail from government

departments related to benefits). Even if we

accept an application, any such items will not

be redirected to the new address.

10.11 We cannot redirect items classified as Tracked

Permitted Goods.

11 Our liability

11.1 We will only provide the Redirection for domestic

and private use. You agree not to (and ensure

the other relevant persons do not) use the

Redirection for any commercial or business

purpose, and we will not be responsible for:

11.1.1 any loss of profit, loss of business,

business interruption or loss of business

opportunity; or

11.1.2 any other loss or damage that results

from any use of a Redirection for

commercial or business purposes.

11.2 If we do not provide a Redirection as required by

our agreement because of our negligence, our

breach of our agreement or for any other reason

for which we are responsible in law (such as

our duty to provide the Redirection service with

reasonable care and skill), we will refund the

charges you have paid for the Redirection on a

pro rata daily basis for each working day when

we did not provide the Redirection as required by

our agreement, and that will be our only liability

to you (subject to clauses 11.4 and 11.5).

11.3 Subject to clauses 11.4 and 11.5, the total

amount we will be liable to pay under clause

11.2, or otherwise under or in connection with

out agreement, will not exceed the charges paid

for the Redirection.

11.4 We do not exclude or limit in any way our liability

that cannot by law be excluded or limited, such

as liability for death or personal injury caused

by our negligence or any liability for fraud or

fraudulent misrepresentation.

11.5 Nothing in this agreement affects your statutory

rights or other rights under a scheme or

contract for the delivery of a postal item. The

conveyance of a postal parcel, letter or any

other item under our postal services, which is

subject to a Redirection, is governed either by a

scheme made under the Post Office Act 1969,

the Postal Services Act 2000 or a contract with

us, and compensation for loss of, or damage

to, such an item, or if we deliver an item late,

is provided by that scheme or contract and

not by this agreement. You can find out more

about the schemes at www.royalmail.com/

termsandconditions Advice about your legal

rights is available from your local Citizens Advice

Bureau or Trading Standards office.

12 Your liability

12.1 You must pay to us our reasonable expenses

incurred as a result of defending any action

taken against us by or on behalf of any person

(or the estate of any deceased person), where

you were not authorised to make an application

on behalf of or concerning that person.

Such expenses will include our reasonable

legal costs incurred in defending any action,

negotiating any settlement and in paying any

amount awarded by a Court as a result of an

action brought by such a person or reasonably

agreed in settlement with such a person.

13 Cancelling the Redirection

13.1 You may cancel the Redirection at any time

before the Redirection has started and we will

refund the charges paid for the Redirection. This

right of cancellation is in addition to, and does

not affect, your statutory rights.

13.2 You also have a statutory right to cancel the

Redirection within 14 calendar days starting on

the day after we send you a confirmation notice

(the “Cancellation Period”).

13.3 To cancel the Redirection you must:

13.3.1 send your request in writing to: Cancel

my Redirection, Royal Mail Redirection

Centre, Trent House, Media Way, STOKE-

ON-TRENT, ST1 5ST. A Cancellation

Form is provided at Appendix 1;

13.3.2 call us on 03457 777888; or

13.3.3 if you applied online, visit

www.royalmail.com/contactus and

complete the appropriate webform.

For security purposes, your cancellation request

must be from the same email account that was used

to make your application (where relevant) and you

must provide your full name, date of birth, and the old

address and new address as given in the application,

and where you cancel in writing must be signed by the

same signature as given in your application. Please

note that it may take up to 5 working days from receipt

of your cancellation request for the Redirection to stop.

13.4 If you send your cancellation request:

13.4.1 within the Cancellation Period and

the Redirection has not started, we

will refund the charges paid for the

Redirection in full;

13.4.2 within the Cancellation Period and,

at your request, the Redirection has

started, we will refund the charges paid

for the Redirection less £10 to cover our

set-up and service delivery costs; or

13.4.3 after the Cancellation Period and, at your

request, the Redirection has started, we

will not provide a refund.

13.4.4 After the Cancellation Period and

the Redirection has not started, we

will refund the charges paid for the

Redirection in full .

13.5 We will issue refunds within 14 days following

receipt of your cancellation request.

14 Suspension of Redirection

14.1 We may agree to suspend the Redirection,

provided you give us 5 working days’ notice and

provided the Redirection has not started and

will not start within that 5 working days period.

If we agree to suspend the Redirection, the

Redirection term will not start until five working

days after you tell us in writing to start it.

14.2 We will only suspend a Redirection for up to

6 months from the date that the Redirection

was initially due to start. If at the end of this

period you have not informed us that you wish

the Redirection to begin within this period,

we will refund the charges paid to us for the

Redirection. If you subsequently wish to take out

a Redirection,

you will need to complete a new application.

15 Ending this agreement

15.1 We can end this agreement, or stop providing

the Redirection, by giving you at least 30 days’

warning by writing to the new address. If we

do so, we will make a pro rata refund of the

charges we have received in respect of the

unexpired period of the Redirection term.

15.2

e will end this agreement, and terminate the

Redirection immediately if:

15.2.1

e believe that you are not entitled to

the Redirection or authorised to apply

for it;

15.2.2

payment of our char

ges are dishonoured

or refused by the payor’s bank; or

15.2.3

e are required to do so as a result

of a Court order or any other legal or

regulatory decision or requirement.

15.3

Either you or w

e can end this agreement

immediately by giving notice to the other

if the other does not comply with any of its

responsibilities under this agreement and:

15.3.1

they cannot do anything to put the

matter right; or

15.3.2

they can put the matter right, but fail to

do so within 14 days of being ask

ed.

15.4

If either you or w

e end this agreement, we will

each keep the rights we have against one another

and which have already arisen regardless of the

fact that the agreement has ended.

15.5

Any clauses that ar

e expressly or by implication

intended to continue in force following the end

of this agreement shall do so. Without limiting

the preceding sentence, clauses 1, 11, 12,

15.5,19, 20 and 22 will survive and continue to

apply regardless of the end of this agreement.

16 Amending the Redirection

16.1 Only you may apply to amend the Redirection

provided that we receive written notice of the

amendment no later than 7 working days before

the start of the Redirection term. No amendment

to the old address or new address is possible.

A different old address and/or new address will

require another Redirection. We will confirm in

writing if we have accepted an amendment.

16.2

Due to the period of time w

e require to set up

the Redirection, you agree that any amendment

to the Redirection that is requested in the

7 working days before the start of the

Redir

ection term, or at any time thereafter, will

require the cancellation of the Redirection which

will be processed in accordance with clause 13.

In these circumstances you will need to apply

for a new Redirection and you will be required to

pay the charges for the new Redirection.

17 Changes to this agreement

17.1 We may amend these terms (including changes

to applicable charges) by giving you at least

30 days’ notice by publishing such changes on

our website (except as explained in clause 17.3).

We will only make changes for reasons below:

17.1.1

making these terms clear

er and more

favourable to you;

17.1.2

eflecting legitimate increases or

reductions in the cost of providing a

Redirection (any such increase shall not

be applied retrospectively);

17.1.3 providing for the introduction of

new systems, services, changes in

technology and products;

17.1.4

ectifying any mistakes that may be

discovered in due course; or

17.1.5

eflecting a change of applicable law

or regulation.

17.2

If w

e amend this agreement and you are not

happy with those changes, you can end this

agreement by writing to us and we will make a

pro rata refund to you of the charges we have

received in respect of the unexpired period of

the Redirection term.

17.3

Any amendment that is made to r

eflect a change

of applicable law or regulation may take effect

immediately or otherwise as we may specify.

18 Complaints

18.1 If you are unhappy with the service provided by

us we have an internal complaints process. You

can obtain details of our complaints procedure

at www.royalmail.com

18.2 If you are not satisfied with our final response

to your complaint, your case will be considered

deadlocked. In these circumstances, you may

be able to escalate your complaint to the Postal

Redress Service (POSTRS). This is an external,

independent Ombudsman style scheme.

18.3 POSTRS’s role is to resolve customer disputes.

POSTRS provide a free service and we are bound

by their findings. For further information please

refer to POSTRS’s website www.cedr.com/

postrs

19 Notices

19.1 Where notices or information are required to be

given to us in writing, you must send them to us by

post to Royal Mail Redirection Centre, Trent House,

Media Way, STOKE-ON-TRENT, ST1 5ST.

19.2 We will generally address any notices to be sent by

mail to you at the new address, marked for your

attention. However if we have reason to consider

another address or person as more appropriate,

we reserve the right to send any notice to that

address or person instead or in addition.

19.3 Unless otherwise stipulated in this agreement, we

will class any notice to have been given 2 working

days after the date it was correctly posted.

20 Data Protection and confidentiality

20.1 This clause 20 sets out the ways in which we

may use information provided in the application,

including information relating to the persons

named in it.

20.2 For further information about how we use

information relating to persons, and about your

rights, please see our Privacy Policy, which you

can find at www.royalmail.com (or, to obtain a

paper copy, please see the leaflet accompanying

the paper version of this form).

Providing our Redirection service

20.3 We will use all the information provided in the

application of each person whose mail is being

redirected to set-up and provide the Redirection

service for which you are applying and otherwise

to comply with these terms. In respect of

information about you, this is necessary for us

to perform our agreement; and in respect of

information about the other persons whose mail

you have applied to redirect, and considering the

confirmation you give us under clause 2.2 of these

terms, we have a legitimate interest in using that

information in the ways described to provide a

well-functioning postal service by redirecting

those persons’ mail to the new address.

Helping to prevent fraud

20.4 We may also use all the information provided

in the application of each person whose mail is

being redirected to pass details regarding the

provided in the application to produce analyses of

home moving, which may be of interest to other

organisations. You will not be identifiable from

what we share with those other organisations.

Special Circumstances Redirections

20.17 The details included on a Special Circumstances

Redirection form will not be used in the ways

described in clauses 20.6 to 20.16.

Confidentiality

20.18 The Redirection is not confidential. Any

undelivered item may be returned to the sender

bearing details of the new address.

20.19 We may also confirm the existence or not of a

Redirection to any third party which we consider

has a legitimate right to such information.

20.20 We are required by law to inform certain

authorities when a Redirection is in place,

including the Department for Work and

Pensions, other government departments and

local authorities.

20.21 The details included in the application may also

be used by us and shared with third parties when

we believe it is necessary to comply with the

law or protect our or another person’s rights,

property, or safety. For further information

about how we use personal data please see our

www.royalmail.com/ privacy-policy

21 Matters beyond our reasonable

control

21.1 We will not be responsible to you or any additional

person if we are not able to provide a Redirection

because of something beyond our reasonable

control (such as war, acts of terrorism, extreme

weather conditions, earthquakes, fire, floods,

traffic congestion, mechanical breakdown –

including of machinery, equipment, and vehicles

any public or private road being blocked, or

industrial action and the outcomes of it if this

prevents us from providing our usual service). We

will try to tell you promptly about any such events.

21.2 If we are not able to carry out our duties fully for

more than 4 weeks in a row because of something

beyond our reasonable control, you can end this

agreement by telling us in writing. Any notice

from you under this clause 21.2 must be sent to

us in writing by you or on your behalf. Where you

cancel under this clause 21.2 you will receive a

refund for the Redirection service for the period

from the date (we receive your cancellation) to the

end of the Redirection term.

22 General

22.1 A person who is not a party to this agreement

will not be able to enforce any term, provision,

right or benefit under or in connection with it.

22.2 Each of the provisions of this agreement

operates separately. If any Court or competent

authority finds any provision (or part of any

provision) to be invalid, illegal or unenforceable:

22.2.1 that provision (or part-provision) will,

to the extent required, be excluded from

forming part of this agreement; and

22.2.2 the remaining provisions will remain in

full force and effect.

22.3 Each of us acknowledges that we cannot

transfer the rights and duties under this

agreement without the consent of the other,

such consent not to be unreasonably withheld

or delayed. You will be responsible to us for any

action that person takes or fails to take. We can

use others to perform our duties and exercise

rights but we will be responsible for them.

22.4 To avoid any uncertainty about what you expect

from us and what we expect from you, this

agreement consists only of the form and these

terms and conditions. Please read the form and

these terms carefully. If you do not understand

any point, please contact our Customer Services

team for further information on: 03457 777 888.

If you are deaf or hard of hearing, we offer a

textphone service on 0345 600 0606. Calls may

be recorded, monitored and used for training

and compliance purposes. Alternatively, please

write to Royal Mail Redirection Centre, Trent

House, Media Way, STOKE- ON-TRENT, ST1 5ST.

Nothing in this clause or this agreement will

operate to limit or exclude any liability for fraud

or fraudulent misrepresentation.

22.5 This agreement is governed by the law of that

part of the United Kingdom in which the old

address is located. Any dispute regarding the

Redirection or arising out of or in connection

with this agreement or its formation will be

dealt with by the Courts of that part of the United

Kingdom in which the old address is located.

22.6 This agreement (comprising these terms and the

form) is only in the English language.

status of the Redirection to other organisations

to help prevent fraud and/or money laundering

(this may include identity verification for

fraud prevention and anti-money laundering

purposes), which we, and those other

organisations, have a legitimate interest in

helping to prevent.

Helping to avoid incorrectly addressed mail

20.5 We may use all the information provided in the

application of each person whose mail is being

redirected [and who is at least 16 years old] to

inform organisations which have their contact

details that they are no longer at the old address,

but without supplying any of that information to

those other organisations. We have a legitimate

interest in using the information this way to

provide a well-functioning postal service by

helping avoid mail being sent to incorrect

addresses; and the other organisations which

we inform that a contact of theirs has changed

address have a legitimate interest in not sending

mail to incorrect addresses in order to avoid

wasting money and resources.

Address Update Service

20.6 At no extra cost, we may also share all the

information provided in the application of each

person whose mail is being redirected [and who is

at least 16 years old], including their address, email

address and telephone number, to businesses

which have their contact details so they can

update their records and keep in touch. Those

organisations have a legitimate interest (and a

legal obligation) in maintaining the accuracy and

usefulness of their contact lists, which may also

help to prevent fraud and reduce waste.

20.7 We will not share this information if you

indicate on the form, or when you apply for the

Redirection service by telephone, that you (or any

other person whose mail is being redirected) do

not want us to. You can also contact Customer

Services at any time to ask us not to share this

information and after then we will not do so.

Offers and discounts for movers

20.8 Provided you have consented, we may also

share the information about you provided in

the application (but not information about any

other person whose mail is being redirected),

including your address, email address and

telephone number, to organisations in the

retail, lifestyle, utility, telecommunications,

finance and insurance sectors, so they can send

you discounts, offers and information that are

relevant to home movers. We may combine your

information with other data, for example from

our Postcode Address File, when sharing it for

these purposes.

20.9 We have a legitimate interest in using the

information this way to create services to

assist organisations that also have a legitimate

interest in using postal marketing to people who

are more likely to be receptive, thus making

these products more cost-efficient.

20.10 We will screen all those discounts, offers and

information before they are sent, to ensure they

are relevant to home movers, and will also take

steps to ensure that you are only contacted by

any organisation a limited number of times.

20.11 We will not share this information if you indicate

on the application, or when you apply for the

Redirection service by telephone, that do not

want us to. You can also contact Customer

Services at any time to ask us not to share this

information and we will take action to remove

your details from this service.

20.12 We may also use the information about you

provided in the application to identify to other

organisations, after you have moved, that your

address has a new occupant, so they can send

the new occupants offers and information

relevant to home movers. You will not be

identifiable from what we share with those other

organisations.

Promoting Royal Mail services

20.13 We may use the old address, new address and

move date specified in the application:

20.13.1 prior to the move date , to contact

the current occupants of the new

address, on an unnamed basis, to

suggest that they also apply for a

Redirection, so they continue to

receive mail after their move; and

20.13.2 after the move date , to contact the

new occupants of the old address, on

an unnamed basis, to offer them home

mover discounts, offers and information

from us.

20.14 We would also like to keep in touch with you

about our products, services and offers that

might interest you, including extensions to the

Redirection term. By submitting an application

you acknowledge that we may contact you by

post, email and telephone to do this but if you do

not want to hear from us by any or all of these

means, please mark X in the relevant box(es) on

the form.

20.15 In all the above cases, we have a legitimate

interest in marketing our services.

Analytics

20.16 We may also use the information about you

PLEASE CUT HERE

APPENDIX 1

CANCELLATION FORM

This form is not for use by businesses.

(Please complete this form and return to the address below ONLY IF YOU WISH TO CANCEL this agreement).

Cancel my Redirection

To: Royal Mail Redirection Centre, Trent House, Media Way, STOKE-ON-TRENT, ST1 5ST.

I hereby give notice that I wish to cancel my agreement with Royal Mail for the Redirection Service.

Reference number:

Full name of applicant

: Date of birth

Old address

New address

Signature of applicant: Date:

*Information required for security purposes and must match information given in the original application.