Resolving complaints

We work hard to provide customers with a reliable and consistent service at all times. We also strive to be more open and responsive to our customers’ needs.

While Royal Mail manages the largest programme of transformation in the UK, our customers, rightly, expect us to keep our basic service promises – collecting and delivering on time and meeting and anticipating customers’ needs. We work hard to provide customers with a reliable and consistent service at all times. And we strive to be more open and responsive to our customers’ needs. Improving our performance in quality of service and improved customer satisfaction is key to the sustainability of our business.

 


Targets for quality of service

Our corporate scorecard allows us to set high targets for our quality of service and customer satisfaction rates. In addition, we have key performance indicators with targets to focus on addressing and reducing customer complaints. These targets are directly linked to performance bonuses to ensure that customer complaint levels are regularly checked and addressed throughout the year.

 


Addressing customer complaints

We are also working hard to reduce the number of complaints we receive. We are focused on addressing the root cause of customer complaints and we are working with our customers to identify the top five areas that account for around 70 per cent of all customer complaints – Redirections, misdeliveries, “Something for You” cards, Redeliveries and proof of delivery. We have already introduced a range of measures to address these key areas.

 


Transparent about customer complaints

If customers are unhappy with their experience, they can register a complaint with us. We then do everything we can to resolve the issue swiftly and amicably. There is a detailed process in place for dealing with customer complaints. The process is transparent and we publish the details each year in our annual report.