Citizens Advice responds to Royal Mail's latest quality of service results

Tom MacInnes, Interim Director of Policy at Citizens Advice, commented on Royal Mail's latest quality of service results for Q1 2024-2025, noting that Royal Mail failed to meet its delivery targets for both First and Second class post between April and June 2024. MacInnes said: 

“Royal Mail has yet again failed to meet its delivery targets this quarter, with consumers now bearing the brunt of poor service for half a decade.

“The current review of Royal Mail’s Universal Service Obligation (USO) will be a touchstone moment for the future of our postal service. But we’ve seen very little commitment from either Royal Mail or Ofcom to tackle these persistent failings properly.

“Options currently on the table all pave the way for a slower and more expensive postal service, at the point millions of us are already feeling the impact of ongoing letter delays. Ofcom and the new government must spell out how the revised USO will deliver for the millions who rely on it, not just for Royal Mail’s bottom line.”

Additional information:

• Research found one in four don’t trust second class letters will reach their destination when they should, meaning people end up paying for a more expensive service than they might need.
• A 1st class stamp now costs nearly double what it did just 5 years ago. In 2019 - a 1st class stamp cost 70 pence, now it’s £1.35. If Royal Mail continues to hike prices at the current rate, 1st class stamps would be almost 200% more expensive in five years’ time - that’s £3.76 in 2029

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