letter writing help - Royal Mail complaint

Ivrytwr3

Mum in Law is having problems with Royal Mail and has asked me to pen a letter of complaint to them. However, i don't really do complaining! Can someone have a scan over this for me?

My main problem is i don't know how to end the letter! Am i asking them to do something about it, or just informing them of the problems? Also, this has caused a few problems with the family as the intended recipients were concerned that MIL had not sent cards intentionally, which isn't the case!

Oh and i know MIL should not be sending money through the post before you say anything!

Anyway:

Dear Sir/Madam,

Re: Customer complaint – xxxxxx

I am writing to complain reference postal problems I have recently had when items are mailed from the xxxxxxxxxxxx). These problems are:

a. During January 2010, I posted a sealed birthday card to my daughter-in-law, Dinnington, South Yorkshire, from Woodhall Spa Post Office. However, when my D-i-L opened the letter she found inside another letter addressed to someone in France!

My D-i-L took the letter to her local post office who informed her that the matter would be investigated; unfortunately 3 months later she has not had any correspondence from them.

b. During March 2010, I posted a 21st birthday card, including a 20 pound note from the Woodhall Spa branch (which was weighed and measured) to the Rockingham, South Yorkshire; the card has still not arrived.

c. Although I did not complain at the time approx 2 x years ago, a birthday card containing money was mailed to my son (again, Rockingham, South Yorks). The card did arrive; however, the cash did not.

I have always believed that Royal Mail was a service to be trusted, but not any more. It is unfortunate that your staff are opening mail, scrutinising its contents and being allowed to steal items entrusted to you.

custardy

you realise you will get a standard response to this letter regardless?
unless there is a continued pattern that can be nailed down to a certain area/duty then its very hard to catch thieves
going to a post office isnt much use,they have nothing to do with letters after it leaves their premises
by all means raise the issue but dont expect a massive investigation

Darksun

If you are sending money, you should use special delivery, as this is the only Royal Mail service that insures cash.

amersall

hi there,the letter is good, but i would scrap part of the last paragraph, leave the bit that you thought rm was a sercice to be trusted, but the last part is very accusatory. finish with if you could please look into this for me i would be grateful, or something along those lines, dont let this go, you expect a good service and you didnt get it

Ivrytwr3

No other thoughts/opinions?

I'll leave this post up overnight and mail the letter tomorrow!!

Debt_Free_Chick

I think the first rule about complaining is to be clear what you want the response to be. So .... when Royal Mail reply, what would you ideally like them to say/offer?

There is no "trail" left by items in the post (unless sent Track & Trace), so RM have no idea of finding out who, exactly, handled any of the items of post you list. So they can't investigate - or at least, they can't follow the trail that the letter took, as there is no trail.

I really think that this is simply "one of life's annoyances". Given the volume of items handled by RM every day, some are bound to go astray - I imagine it's something that happens to just about everyone from time to time.

However, if you feel strongly about complaining, then start with what you want RM to do and then build your letter around that.

I_luv_cats

My MP wrote to the Royal Mail and got nowhere. I heard nothing when I sent evidence to their HQ.

I lost a gift voucher from a slit open normal post envelope and again when it was sent by recorded mail and it was pushed through my letterbox, without signing for it and with the item missing!! I also lost a £5 note sent to me which didn't arrive and a £20 slit open envelope.

Never know the postal people these days, use to be a regular person and time. Have seen a person with a map crossing the street a few times with a puzzled look. Shame it has come to this!!!!

Lots of times my mail goes/comes from an identical address, different postcode

Ivrytwr3

Debt_Free_Chick wrote: »

I think the first rule about complaining is to be clear what you want the response to be. So .... when Royal Mail reply, what would you ideally like them to say/offer?

That's the thing, i don't know what she wants! What would be 'reasonable' to ask for? How would you word that?

solodanceparty

Ivrytwr3 wrote: »

That's the thing, i don't know what she wants! What would be 'reasonable' to ask for? How would you word that?

Don't get their backs up. Don't say how they're supposed to be someone. I hate when people tell me how to do my job. State your concenrs, state the facts. Leave it at that.

Ivrytwr3

I see what you're saying, but then how will Royal Mail know that we expect something, and by something i mean do we want:

an apology?

Compensation?

etc.....

I think it's fair to say what would be acceptable to resolve the situation. I personally would be satisfied with an apology, their assuarnce they will look into it and a book of stamps!

custardy

perhaps ask them to look into it and inform you of their findings
that way you are asking for a response,most you will get is the template response and stamps TBH