What happens when you raise a complaint about a postman?

jsp_1983

Does anybody know? Our street has recently had mail being delivered to the wrong houses, dropped in the street and at least two of my eBay orders from China haven't arrived in the normal timeframe (either that, or UKBA has an extended backlog of mail).

In raising a complaint, the last thing I want to do, assuming Royal Mail is interested, is make the problem worse by p*ssing off the postman and having him dump mail or not deliver even more items to the right house.

Does anybody know what happens in the complaints process?

custardy

jsp_1983 wrote: »

Does anybody know? Our street has recently had mail being delivered to the wrong houses, dropped in the street and at least two of my eBay orders from China haven't arrived in the normal timeframe (either that, or UKBA has an extended backlog of mail).

In raising a complaint, the last thing I want to do, assuming Royal Mail is interested, is make the problem worse by p*ssing off the postman and having him dump mail or not deliver even more items to the right house.

Does anybody know what happens in the complaints process?

What do you want to know?
How to complain or what happens?

Oh FYI,Chinese New Year

http://www.royalmail.com/service-update/international

jsp_1983

I want to know what actually happens. I mean, how is it raised with the postman and what can be done to resolve the issue? It's probably not worth doing at all if he just gets a "try not to be so shoddy" comment from his line manager.

I would normally factor in Chinese new year, but these were sold and dispatched back in December and beginning of January, respectively. I would have expected them to have made it on to a boat well before Chinese new year.

mandi

Err exactly nothing in my experience .

You contact Royal Mail , the details are taken, you're told the matter will be addressed and no further correspondence will entered into .

The following day said postman does the same again .

LilElvis

All I know is that our fantastic postlady has a black mark in her personnel file because one of my neighbours lodged a complaint against her. It was spite because she refused to agree to their request to bring their parcels back for a second attempt at delivery if they weren't in rather than do what she was supposed to do, ie leave a card so that they could collect from the sorting office. If it's been your regular postman making mistakes then try to have a word with him first because everyone can make mistakes and, to me, this seems a nicer way of dealing with the matter without blighting his employment record. If things don't improve then go through the official complaints procedure, but at least you will know you gave the guy a chance to put things right first.

custardy

jsp_1983 wrote: »

I want to know what actually happens. I mean, how is it raised with the postman and what can be done to resolve the issue? It's probably not worth doing at all if he just gets a "try not to be so shoddy" comment from his line manager.

I would normally factor in Chinese new year, but these were sold and dispatched back in December and beginning of January, respectively. I would have expected them to have made it on to a boat well before Chinese new year.

Well you have different levels

If you file a complaint via customer services.
that goes via the CRT system which should be replied to within 48 hours.
A lot of how its handled is down to the postie and manager.
if its a 1st complaint then you would expect a postie to be spoken to.
You need to ensure you supply dates so as to narrow it down.
The most you would do in a first instance is speak to the postie.
Items that haven't arrived dont really merit a response at that level. The DO either has it or the dont. obviously multiple complaints flag up.

jsp_1983

It's not so much the missing parcels alone, but the wrongly delivered mail on multiple occasions and the dropped mail in the street as well that makes me think that there's an issue. If he's not doing his job right in the first place, it makes me wonder what's happening with parcels. Otherwise, I'd put it down to something like UKBA having their fun and games with holding up mail.

It sounds like it's probably not worth raising, though, if the postman just gets spoken to. Especially if specific dates are going to be asked for (honestly, who keeps those in the first instance?). Thanks for clarifying, though!

custardy

jsp_1983 wrote: »

It's not so much the missing parcels alone, but the wrongly delivered mail on multiple occasions and the dropped mail in the street as well that makes me think that there's an issue. If he's not doing his job right in the first place, it makes me wonder what's happening with parcels. Otherwise, I'd put it down to something like UKBA having their fun and games with holding up mail.

It sounds like it's probably not worth raising, though, if the postman just gets spoken to. Especially if specific dates are going to be asked for (honestly, who keeps those in the first instance?). Thanks for clarifying, though!

Well what would you expect to happen?
someone phones up,makes an allegation(as that's what it is surely?)
written warning?

swingaloo

jsp_1983 wrote: »

Especially if specific dates are going to be asked for (honestly, who keeps those in the first instance?). Thanks for clarifying, though!

Then how exactly would they know which postie is making the mistakes. The mistakes may be happening when they are off and a newer postie not as familiar or competent may be delivering.

Surely you don't want he wrong person to get the blame?

mrcow

swingaloo wrote: »

Then how exactly would they know which postie is making the mistakes. The mistakes may be happening when they are off and a newer postie not as familiar or competent may be delivering.

Surely you don't want he wrong person to get the blame?

If post is getting dropped in the street, then it needs looking into.

The customer should give the best information that they can. But if a postal worker is doing this, they need to be put under scrutiny to find out what on Earth is going on.

OP - just raise the complaint. Let the postal services sort out what happens going forward. If it doesn't improve, then chase it up.

hollydays

As regards dropping post in the street, what exactly did you see?