Our approach to stakeholder engagement

Royal Mail is a stakeholder-focused business. As provider of the Universal Service, we have the ability to deliver to over 30 million addresses, six-days-a-week. We are part of the UK’s social fabric.







The support of external stakeholders, including customers, local communities, businesses, suppliers, government, charities, the media, associations and NGOs, is integral to our success and the on-going sustainability of our business.

We are committed to being as open and transparent as possible about our business. We communicate proactively with stakeholders and offer a range of channels for them to engage with us. We seek to understand their perspectives about our business, and our products and services. We also seek their views about our role and responsibilities as a key part of the UK’s economic and social infrastructure. At the same time, we aim to help stakeholders gain a better understanding of our business, as well as our need to change.

Scope of this procedure

This stakeholder engagement procedure applies to external stakeholders who have an impact on, or are impacted by, Royal Mail’s UK operations.  It is led by Royal Mail’s Managing Director Corporate Affairs, Customer Experience, Marketing and Regulation. Heads of departments / business units are responsible for supporting the effective delivery of it, as appropriate. This procedure does not apply to day-to-day commercial and regulatory interactions.

We provide information about our stakeholder engagement in our annual Corporate Responsibility Report.

Objectives of our stakeholder engagement 

Our stakeholder engagement programme has the following objectives:

  • To earn and retain the trust and respect of our external stakeholders and protect our brand.
  • To demonstrate active and visible leadership in stakeholder engagement.
  • To help to provide positive outcomes for local communities.
  • To ensure that we continue to provide the Universal Service.

Stakeholder identification

  • We seek to develop an understanding of the Company’s stakeholders and their concerns, including those stakeholders who may be vulnerable because of their age, race, ethnicity, sexual orientation, gender, status in the community or any other factor.
  • We have a dedicated, regular and inclusive programme for engaging different stakeholder groups in a culturally appropriate manner through informal and formal events.
  • Stakeholders are prioritised by Group Communications according to the impact they could have on our business, or the extent to which they could be impacted by our business.

Guidance for identifying stakeholders

  • Royal Mail’s stakeholders include any legitimate individual, group, or association representing the communities we serve across the UK
  • These include Members of Parliament, representatives elected to devolved bodies, local authority councillors and officers, residents’ groups, and parish councils
  • Stakeholders representing larger numbers of people are prioritised; but every community is important to us and we will always engage constructively
  • If any manager or employee is unsure of how or whether to engage with a stakeholder, they should contact the Director of Public Affairs and Policy, David Gold, at david.gold@royalmail.com

Methods of engagement

We engage stakeholders at both Group and site level. We feed back outcomes of our engagement to the most senior levels and disseminate information across the Group to keep our people informed of stakeholders’ views and perceptions.

Methods of engagement include:

  • Face-to-face meetings
  • Targeted, in-depth research
  • Independent opinion surveys
  • Stakeholder panels and focus groups
  • Conversations by phone, email and letter
  • Interactions via social media sites such as Twitter
  • Memberships of consumer and industry groups and other external fora representing stakeholders’ interests.

At the local level, our people engage with customers and members of the community on a daily basis as part of the delivery and collection of mail items. We train our people in stakeholder engagement – particularly customer engagement – and encourage community engagement through local fundraising and volunteering. Local sites are also required to support engagement with local elected representatives and the media. Engagement activity is supported and recorded by Group Communications, who also provide guidance, tools and supporting documents.

Any stakeholder can contact the Public Affairs Team by writing to David Gold, 100 Victoria Embankment, London, EC4Y 0 HQ, via david.gold@royalmail.com, or calling 020 74498240.

Contact details for all of the Public Affairs and Media Team Members are available at http://www.royalmailgroup.com/financial-and-media/media-contacts

Guidance for Royal Mail Managers

If a stakeholder has disrupted your local operation or you have experienced difficulties with a stakeholder, please contact the Public Affairs Team using the contact details above. If there is immediate disruption to the operation or safety concerns, please contact the Group Security Helpdesk immediately on 0207 239 6655 or securityhelpdesk@royalmail.com.

Guidance for stakeholders

We are committed to ensuring that all stakeholders are able to engage with us. We have a number of schemes in place to facilitate this. These include offering information about our products and services in different languages and offering bespoke means of communication for blind and partially sighted people.  

We are committed to protecting stakeholders from scam mail. We provide information on our website. We proactively contact households believed to be receiving high volumes of scam mail. Impacted customers are able to contact a dedicated Royal Mail helpline, email or freepost address for more information if they have any concerns or wish to arrange a home visit from Royal Mail staff. More widely, we also encourage communities to report scam mail. We operate a freepost service for potential victims, or concerned carers or relatives, to bring it to our attention (click here for more information). 

Any stakeholder that needs additional guidance can contact the Public Affairs Team. Contact details are given above.

Complaints mechanism

We aim to offer an accessible mechanism to handle complaints on Company activity in a systematic way and ensure that stakeholders are made aware of it and how it works.  Stakeholders that identify particularly serious or recurring issues are fast-tracked to Group Communications. We provide named senior contacts on our website for each of our key stakeholder groups and publish the process for complaints on our Customer Support pages.

Information disclosure

We commit to disclosing full and accurate information, where this does not breach commercial confidentiality, and to disseminating Company information in a format that is accessible and understandable to stakeholders.