Missing letters in France: what to do if your post has not arrived as expected

Despite France having one of the world’s best postal systems – and better than both the UK and the US according to a recent report – errors do happen and letters and parcels are sometimes not correctly delivered. 

This can be particularly frustrating when it comes to important letters such as bills or administrative documents, especially if they have not been sent through a Lettre Recommandée avec avis de réception (registered letter with proof of delivery) service. 

If you do not receive an expected letter or parcel, there are several steps you can take to ensure you both receive your letter and reduce the risk of the error being repeated.

Below, we look at the main steps.

Make simple checks 

The first thing to do is ensure that everything is set up for you to correctly receive your mail.

Ensure you are having letters sent to the correct address. A small typing error online can lead to parcels being sent to the wrong location, either within your commune or to a different place altogether.

In 2024, a new law led to widespread address change in rural areas and means you may need to update your address details with companies. 

You also need to check your letterbox is clearly marked with the correct name (the one appearing on the letter - if you have people with different last names at your home you can put multiple names on the letterbox), and is accessible. 

For registered letters, both senders and recipients will be able to track them through La Poste’s online tracking system, provided they have the tracking code.

This ensures you will be able to follow the letter, and if it is sent to the wrong location, you will be able to notify La Poste and get it correctly sent.

File a complaint 

However, if you have not received a letter that has been sent, the first step is to file a complaint. 

This can either be done in a physical La Poste location or via an online form (this is likely to be the quickest option). 

Select the ‘Un courrier non suivi’ (unregistered letter) option and answer certain questions. 

Confirm that you are the recipient and not sender of the letter, and fill in information about whether it was a letter or parcel, whether it was left outside or returned to the post office (you may receive a slip through your letterbox being informed of this), etc. 

You can then leave details for La Poste to contact you about the situation.

Contact the ombudsman 

If the situation is not resolved, or you are unsatisfied with La Poste’s efforts, you can contact the national ombudsman. 

The service is impartial and free, and similar to France’s other national mediateurs, it attempts to find a solution that works for both parties. 

Note you can also use the postal mediator for issues with other postal services in France.

You will need to have written an official complaint about your issue, sent between two months and one year ago (or less than two months ago if you have received a response). 

The ombudsman has three months from the filing of a complaint to attempt to reach a solution, and cannot access additional records other than those sent during the initial complaint file. 

This means it is important to include as much information as possible when making your complaint.

What if I receive someone else’s letter by mistake? 

If you receive someone’s letter or parcel the most important point, of course, is not to open it and if for a neighbour or someone in your street, hand it over to them. 

They should ensure they follow the above steps to make sure the issue does not repeat itself. 

If you do not know the person to whom the letter is addressed, you can return it to the sender.

To do this, write ‘NPAI’ (N'habite Pas à l'Adresse Indiquée - does not live at the address indicated) and put it back in a La Poste letterbox. 

If the problems persist, either for the same person or several letters being sent to you by mistake for different people, update your postal worker on their round so they can try to trace the issue.

Have you had issues receiving letters at your address in France? Was the postal service helpful? Do you agree that the system is good? Let us know via feedback@connexionfrance.com