Royal Mail Ombudsman?

Elmobump

Does anyone on here know if there it someone that regulates the way Royal Mail work, and if so who are they and how to contact?

I've had to put in complaints about the way the local sorting office works and seem to get nowhere. From post missing, damaged, being left on the doorstep I've complained about it.

The one that broke the camels back is when I had a failed delivery and tried the redelivery system on the website instead of going down to the sorting office like I normally do. I wish I hadn't.

It wasn't sent on the right day, they tried delivering it on the day after: this happened two times, should have been Monday, got tried Tuesday, asked to redeliver Wed.s, after getting through to a very surly and abrupt manager on the phone at 6am (not a good time for making calls when you work night!) finally got it on Thursday.

I've complained, and complained, complained and in the end they said I'd have to write in (which I feel is a barrier in the procedure as it was off putting having to write it all down), only then to get a letter right at the end of their time limit for responding to be fobbed off with a sorry its been logged but here's a feeble excuse for why things went wrong. I asked for some sort of compensation for all the agro I have had to endure and they refused, there is no mention that they will be taking further action with the sorting office despite the amount of problems that have ensued all this time, again I just get fobbed off with saying that the complaints are not related to each other due to the time scale.

Of course they wont be in the time scale, the problems are either with the management or when the relief staff are involved.

Our usual two postmen, fantastic, can't fault them at all, I've even said to them if they get a talking to for these problems then to let me know as it isn't their fault but the sorting office is a shambles, so much so I am sick and tired of having to complain only to be fobbed off at each stage of complaint.

Sorry for the long post, but I am at a loss of what else I can do now.

Little help?

wealdroam

You have no doubt seen Royal Mail's Complaints Process?

Have you followed that through to the end?

Elmobump

I've had the letter from the resolution centre and sent an email to postal review (I'm fed up of calling them). Thing is considering all the other unhelpfulness at the rest of the stages I'm very pessimistic about the whole process and want to have info at hand for when they fail again...

Thank you for your help, that website is not easy for me to navigate.

wealdroam

Elmobump wrote: »

I've had the letter from the resolution centre and sent an email to postal review (I'm fed up of calling them). Thing is considering all the other unhelpfulness at the rest of the stages I'm very pessimistic about the whole process and want to have info at hand for when they fail again...

Thank you for your help, that website is not easy for me to navigate.

If the Postal Review Panal are looking at your case, then you need to wait for their 'verdict'.
If you are still unsatisfied, then from that webpage I linked to earlier...

if you are not satisfied after the Postal Review Panel has provided you with a final response then your case will be considered ‘deadlocked’, customer complaints in deadlock can be referred to the independent ombudsman.

The Postal Redress Service performs the ombudsman-like service, and those products services that they can 'arbitrate' over are detailed here.