Royal Mail Redirection

Annando

We moved to a new address 3 weeks ago and set up a mail redirection through Royal Mail. We are having problems with the redirection as the post is still going to the old address, just 2 miles up the road so we go and collect it, but I am fuming as we paid £141 (3x£47) for the post redirection.

I have already complained twice to Royal Mail about it and they always come back saying that there is no problem, but still the post keeps going to the old address. Today I had a very unhelpful guy from customer relations asking me what type of mail I was getting at the old address, so I listed the mail: mail from a catalog co, letter from a friend and mail from abroad.

According to him any mail that comes from abroad is NOT TO BE REDIRECTED, and still according to him it is in their Terms and Conditions...

As much as I try I can't see where it says that they do not redirect mail that comes from abroad:

https://www.royalmail.com/delivery/inbound-mail/redirections/faqs#9

http://www.royalmail.com/sites/default/files/SocialRedirection_terms.pdf

There is a mention about Parcelforce Worldwide but that is their courier service and does not apply to normal letters sent from abroad via a normal postal service.

So just to be sure I called them back and spoke again to someone who was very helpful to begin with, saying that she was pretty sure they did redirection of mail that came from abroad... But who, after looking at an internal info website came back quite defensive saying that in fact they did not do redirection of mail that came from abroad.

When I asked where I could find this information online she just said that it was on their internal website and I couldn't have access to it. When I said that it wasn't on their T&C regarding redirection or their FAQ she just replied that they could not include everything online :eek:, only the most popular items, and that I should have called and asked the question before I set up the redirection.

I have had redirections in the past and never had any problem getting my mail (either from the UK or abroad) sent to my new address. Since my last redirection 18 months ago the prices have gone up by more than 20% while the service reliability is beyond appalling, not to mention their dreadful customer service!

And if they don't redirect mail from abroad, it still doesn't explain why the other UK based mail that is not being redirected. :mad:

Anyone had the same sort of thing with Royal Mail?

Tina20

So she says that mail from abroad isnt redirected, but the customer has no way of knowing this before buying the product?? What a load of bull poop!!

If that were the case I could sell anything at any price, produce no product and say 'oh your don't get the product, it's in the t&c's which only I can see. You should have phoned to check I was giving you the product after payment'

Crazy

Annando

I went to the main Royal Mail depot today, the one that serves our area and spoke to the operations manager.

He was quite apologetic and recognised that there was a problem. He explained that the postie at my previous address is the one that should be redirecting the mail but obviously he isn't. So he said he would speak to him and his line manager. Should there be anymore problems to speak to him directly.

When I asked about redirection of mail coming from abroad he said whoever I spoke to on the phone had no idea what they were talking about. He said that once the mail is supposed to be delivered to address A it is considered to be UK mail and they make no distinction of where it has come from, so they are paid to deliver it regardless of it's origin and so it is redirected to address B.

And he encouraged me to log a formal complaint because the answers I was given over the phone were not only false but misleading.

Off to write the complaint, now do I really trust Royal Mail to deliver a complaint letter to itself?