Royal Mail acquired greater than 1,000,000 complaints from house owners final 12 months, the best degree for a decade.

An evaluation of Royal Mail high quality service studies reveals that it investigated 1,135,441 shopper complaints within the 12 months to twenty-eight March 2021. This is a rise of practically 50% in contrast with the earlier 12 months.

The surge in complaints is revealed as the corporate is below hearth for delays in postal districts throughout the nation. The Observer final week revealed that more than 120 postal districts experienced delays over the Christmas and new 12 months interval. The regulator Ofcom has stated it’s intently monitoring the state of affairs and can take motion if mandatory.

In 2020-21, Royal Mail additionally missed lots of its key targets. It delivered about 75% of first-class letters the subsequent working day, in contrast with its goal of 93%. The value of a first-class stamp has risen 21% during the pandemic and is now 85p.

Royal Mail has a near-monopoly over letter deliveries to the entrance door and has confronted claims in parliament that it has prioritised parcels over letters as a result of it’s in fierce competitors with rival operators, together with Amazon. Royal Mail stated it warned clients that its service was prone to be disrupted by Covid-19 due to a rise in parcel volumes, social distancing necessities and workers absences.

Clients have complained of delays of as much as an hour when phoning Royal Mail customer support brokers to complain about lacking submit.

Lorna Scott Fox, 67, a author who lives in east London, stated her postal deliveries had stopped for about three weeks in December and she or he had nonetheless not taken down her Christmas playing cards as a result of they solely arrived this month.

She stated that when she phoned Royal Mail to complain, she confronted a wait of about 50 minutes to talk to a customer support agent. “The delays are dreadful, nevertheless it’s not shocking as a result of there should be a whole bunch of individuals ringing up. I nonetheless haven’t had any response to my grievance.”

Residents of East Dulwich
Residents of East Dulwich have launched a petition complaining about delays after the closure of a mail depot. {Photograph}: Ian Tuttle/Rex/Shutterstock

Residents in East Dulwich in south-east London have launched a petition complaining about delays after the closure of a mail depot. It says: “It might be straightforward responsible all this on Covid however the issues existed lengthy earlier than Covid and they’re prone to proceed lengthy into the long run until one thing is completed. We demand a plan of motion from Royal Mail to resolve this.”

Residents Recommendation stated the postal service wanted to enhance data to clients, together with the size of doubtless delays. Matthew Upton, director of coverage at Residents Recommendation, stated: “Royal Mail should do extra to scale back these delays and, if these points grow to be a long-term development, the regulator Ofcom should be able to take motion.”

The latest quality-of-service studies for Royal Mail present it’s nonetheless failing to hit regulated targets, however the firm stated its efficiency is enhancing.

An Ofcom spokesperson stated: “We all know how essential a dependable postal service is to clients, and we are able to take motion if Royal Mail fails to satisfy our annual targets.“We intently monitor its supply efficiency all year long, and have made it clear to the corporate that it should enhance because the impacts of the pandemic subside. We are going to assess Royal Mail’s compliance after it has reported on its total efficiency for the entire monetary 12 months.”Royal Mail bosses stated postal staff have accomplished an “extraordinary job” however the service has confronted a major enhance in workloads. It says its coverage is to deal with parcels and letters with “equal significance”.

A Royal Mail spokesperson stated: “The overwhelming majority of all mail is safely and appropriately delivered by our postmen and girls, with only one grievance for round each 10,000 gadgets of mail dealt with by Royal Mail in 2020-21.

“The place one thing goes mistaken, our purpose is to promptly take care of the issue and rectify it as quickly as doable. We’re the one UK supply firm that publishes an annual complaints report, in addition to a top quality of service report which is topic to among the most rigorous requirements of any main European nation.”


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