SmartStamp update

I would like to provide a further update about the technical difficulties some of our SmartStamp customers are continuing to experience on www.royalmail.com.

We said on Thursday 8th December that we would contact those customers whose payment cards have been debited twice once we had reviewed customer records. We will be in contact and are working to credit their accounts in full over the weekend. We will also be making an additional payment of £25 as a gesture of goodwill.

As we said on Thursday, we know that other problems are occurring for users of the SmartStamp and Online Postage applications. For example, some customers have not been able to see the result of a top up to their pre-pay account. To help those customers, we have a dedicated helpline to deal with any individual issues and resolve them as quickly as possible. The helpline telephone number for SmartStamp and Online Postage customers is 0845 600 1334. This will be open between 9am and 2pm today and 9am and 1pm on Sunday 11th December.

For all other customers, our normal helpline should be used. The telephone number 08457 740 740.

I would like to sincerely apologise to you for the disruption at this key time of the year for our customers. We do really appreciate the level of inconvenience this is causing many of our SmartStamp and Online Postage customers. Capgemini, who manage the website on Royal Mail’s behalf, are working hard to return the website to normal. All other applications on the Royal Mail website, apart from Pricefinder, are operating normally.

We will keep updating you about our progress as we strive to restore services to normal.

Gary Simpson

Chief Customer Officer - Royal Mail