Royal Mail Review

Overall Rating

Here is a summary of my experiences with Royal Mail services over the last twelve months.

December 2007: Successfully purchased stamps online using my credit card.

January 2008: Twice attempted to set up Redirection online. Credit card used previous month refused. Eventually set up by post.

June-July 2008: Two 'signed for' items left at my address. On neither occasion was I or any other person asked to provide a signature, the items were just posted though the letterbox with other normal mail items.

July 2008: Two items were sent to the address of a redirection that expired on 5 December 2007. These were returned from that address. One of these items required a signature, but it was left propped up and unprotected against my front door. The tracking history for the item on the Royal Mail website showed that it was delivered on 18 July, the day after it was actually delivered. Later viewing of the tracking history revealed that a signature had been recorded for the item. It was not my signature nor that of any of my neighbours. Was any law broken here?

September 2008: Attempted to set up Redirection online. (To overseas address). Credit card refused again. Contacted Experian, who do checks for Royal Mail. They confirmed there was no problem with my data or credit standing.

Attempt to complain online. This fails, as complaints form will only accept postcodes in UK format, despite requiring both 'existing' and 'new' address. Complain via email.

Filled in Redirection form and took it to local Post Office branch. Entered data on form to start 25 September and end 5 December. Counter person at branch insisted on entering '3 months' on form, nullifying my end date of 5 December. Redirection Service confirmation letter arrives with end date of 25 December, so had to contact them to get it changed to 5 December.

October: Redirection Service confirm correct end date in writing.

November 2008: Receive Direct Marketing material, sent by Royal Mail Redirection Services themselves. I am opted out, via the Mailing Prefernce Service

12 December 2008: Discover that items are still being redirected - the redirection service ended 5 December. Contact Customer Service who promise to contact local sorting office.

3 days later - check with local sorting office. They have received no new instructions from the Redirection Centre or Customer Services. In all some 20 items are wrongly redirected, the final item arriving late December.

7 January 2009: Successfully purchase several items online with my credit card and my debit card. Attempt to set up Redirection online. Both cards declined. Report this yet again. Awaiting response as yet.

8 January 2009: Fill in Redirection form and take it to Post Office branch. Pay successfully with credit card that was refused online the previous day. Requested direction to start 17 January. Form says need 5 days to set up, plus 1 day to be allowed for postage. Counter person refuses to give me the stamped receipt on last page of form.

12 January 2009: Post parcels at local Post Office branch. Value in excess of redirection just entered. Pay successfully by same credit card.

14 January 2009: Receive notification dated 13 January that redirection cannot start until 19 January. Apparently form took 4 days to get to them. Call Redirection Centre and explain problem, querying the fact that they were able to send me notification of delay that arrived one day later, but apparently not able to send local sorting office notification of set up that would also have arrived the same day. Received unsympathetic response from two female staff, claiming information on the form is wrong and that up to 15 days should be allowed for post to get to them! Try third member of Redirection Centre staff who admits that there are widespread problems with redirection service. QED.

February 2009: Receive more Direct Marketing material, again sent by Royal Mail Redirection Services. I think they could be fined for this.

February 2009: Elevate my complaints to The Postal Review Panel, noting the above history. They don't seem very dynamic. We are still communicating.

I must admit to having received compensation from Royal Mail for these various problems over the past year. This has amounted to six 1st Class stamps, and recently The Postal Review Panel sent me £25.

I am tired of receiving cut-and-paste apologies from Royal Mail. Royal Mail hold a privileged position, and they are abusing that position. My experience leads me to believe there are problems with quality and focus across all services, incorrect paper form design with spelling errors, local sorting office organisation and delivery services, Post Office branch staff training and Customer Service empathy.

That doesn't leave much.

I would like them to get it right, but don't think they can.