Royal Mail complaint

Just_landed

I have looked but cannot see board re the Royal Mail ( If was the Queen I would not want to be associated with the bandits.) Is there a professional body to over see the Royal Mail to complain to, when their complaints procedure does not address their customers issues :question:

custardy

well it helps if you post the problem,what steps you have done and whats been the response

Stephb1986_2

If you think it's bad how they treat their customers you should hear how they treat their staff!!

Steph xx

soolin

http://www.psc.gov.uk/

I think it is postcomm that you need.

Sunshine12

custardy wrote: »

well it helps if you post the problem,what steps you have done and whats been the response

Doesnt really make any difference in this instance does it? OP just wants to know where to make contact.

custardy

Sunshine12 wrote: »

Doesnt really make any difference in this instance does it? OP just wants to know where to make contact.

well it does if all they have done is moaned at a postie for example
if they then go to the regulator they will most likely be directed back to CS as they havent done anything.
googling royal mail regulator or complaint brings up any info the OP would need regarding the process,so this is why i ask what stages they have taken so far
furthermore i could probably give help/advice depending on the issue
you would be surprised how many complaints RM get that are not valid complaints or simply not knowing how things work

willa

Just_landed wrote: »

I have looked but cannot see board re the Royal Mail ( If was the Queen I would not want to be associated with the bandits.) Is there a professional body to over see the Royal Mail to complain to, when their complaints procedure does not address their customers issues :question:

Just read the first couple of posts here so far. Just been totally fobbed off by their 'customer service' as well. Loads of lip service, no action and possibly some porky pies from someone as well. 'No problems in your area'. Funny that's not what I was told nearer the ground. Basically, they lost my item after the 'we tried to deliver...' card had been put through my door and it isn't the first time.
I'm going to take it higher.

custardy

willa wrote: »

Just read the first couple of posts here so far. Just been totally fobbed off by their 'customer service' as well. Loads of lip service, no action and possibly some porky pies from someone as well. 'No problems in your area'. Funny that's not what I was told nearer the ground. Basically, they lost my item after the 'we tried to deliver...' card had been put through my door and it isn't the first time.
I'm going to take it higher.

what happens in delivery offices is not what is passed to the senior managers
there is a conference call every morning from the delivery offices to the sector managers and i can assure you its all smoke and mirrors

do you live in a flat?
do you know if it was a driver or foot delivery?
how long was on the back to leave before collection?

willa

custardy wrote: »

what happens in delivery offices is not what is passed to the senior managers
there is a conference call every morning from the delivery offices to the sector managers and i can assure you its all smoke and mirrors

do you live in a flat?
do you know if it was a driver or foot delivery?
how long was on the back to leave before collection?

Thanks custardy.
Yes, I live in a flat.
I think it was an on foot person.
On the back to leave before collection was 48 hrs. I had been on hols so actually went in about 5 days later and there was a notice up in the del office saying something like 'your card may say to leave 48hrs but it will probably be longer so please be patient'. (!)
Del manager sounded very fed up on phone, said they were getting 100 complaints a day yet different story from above when they replied to me. Stuff goes somewhere else before going back to del office and del office blame the other place, manager said he had put in his own complaint. Complete fob-off from 'customer service'.
I just wonder where all the mail is actually going or ending up.

custardy

"delivery manager fed up"
fed up but wont do anything to change the system!!
this is the pain of pouching off.postie finishes on the street and pouches off any mail/packets at a post office
RM wont pay posties or cut deliveries to allow them to return to the office.
in theory 48 hours should be plenty,however mail centres often have their own little systems and methods so why they get delayed i cant really say.but they do!!

worst i ever had was a packet for someone who lived right opposite the office. duty was covered in overtime and the office was closed.
so postie pouches off and it took over a week to come back.every day i would see this poor sod in the queue and have no packet.


with pouching off the packet is either
awaiting collection at the PO
misrouted en route to/from the mail centre
at the mail centre
unsorted/misfiled at the delivery office

willa

custardy wrote: »

"delivery manager fed up"
fed up but wont do anything to change the system!!
this is the pain of pouching off.postie finishes on the street and pouches off any mail/packets at a post office
RM wont pay posties or cut deliveries to allow them to return to the office.
in theory 48 hours should be plenty,however mail centres often have their own little systems and methods so why they get delayed i cant really say.but they do!!

worst i ever had was a packet for someone who lived right opposite the office. duty was covered in overtime and the office was closed.
so postie pouches off and it took over a week to come back.every day i would see this poor sod in the queue and have no packet.


with pouching off the packet is either
awaiting collection at the PO
misrouted en route to/from the mail centre
at the mail centre
unsorted/misfiled at the delivery office

I think I'm going to ring the delivery office again tomorrow.

I had one item from ebay last year. Or rather I didn't. Never arrived, no card or anything and I was watching the post for the item and in most of the time. Weeks later the seller contacted me to say item had been returned as I had failed to collect it from the delivery office!

Thanks for the inside info, very helpful.