Complaints about the Royal Mail are slightly different to more general consumer complaints.  For starters, the Royal Mail is not an independent private company.  Accordingly it has statutory protection against some kinds of complaint and moreover it has very formal complaints procedures.  Here are my top tips when dealing with Royal Mail complaints.
  • The Royal Mail website gives some very helpful guidelines – see link at www.royalmail.com
  • The Royal Mail has a Customer Charter the wording of which you can always throw back at them with a nice quotation when they fail to deliver proper service
  • They encourage you to complain online (which is easiest for them) but you can fill out a “Loss Damages or Delay” form which you can order online or pick up from a post office or obtain by calling Royal Mail on the telephone.
  • Bear in mind that the Royal Mail has duties of confidentiality to its customers so if you are complaining on behalf of someone else you will need to produce evidence of authority and identity
  • If you follow their procedure they prefer you to escalate the complaint by first going to a customer service adviser, then a customer service manager, failing that the Postal Review Panel and thereafter the Postal Redress Service.  If your complaint is serious you probably should exhaust that process first before doing anything else.  My experience is that it is very time consuming.
  • An alternative strategy is to grab their attention from the outset by writing the the Chairman Donald Brydon.  You will still get shoved into the same process but they may start you off with a senior customer service manager who pays extra special attention to your gripe.  My experience tells me that customer service personnel pay extra attention to cases that have gone to the top even though big companies hate to admit this.
  • As always keep a very clear and well documented record of your complaint.  This will always serve you well further down the line.  Some people think that effective complaining is all about being aggressive.  In fact the very opposite is often true – it is all about being calm and thorough.