Watchdogs have initiated an inquiry into another year of Royal Mail failing to meet its letter delivery targets. The postal company disclosed recently that only 75.7% of first-class mail was delivered the following working day, falling significantly short of its 93% goal. Additionally, just 90.2% of second-class mail reached recipients within three working days, well below the 98.5% target.
This resulted in numerous items such as greeting cards and crucial hospital appointments arriving late, causing frustration among households and businesses, especially with the rise in stamp prices. Ofcom, the regulator, criticized this failure as “unacceptable” and confirmed the launch of an investigation.
Royal Mail could potentially face another substantial fine, having already incurred penalties exceeding £37 million for previous delivery shortcomings, including £21 million in 2024/25. In response, Ofcom is pressuring Royal Mail to expedite its modernization efforts and expects immediate implementation of the improvement plan.
To alleviate the pressure on the company, Ofcom has permitted Royal Mail to alternate second-class letter deliveries on weekdays and has adjusted the future delivery targets downward. Despite signs of progress, Ofcom expressed disappointment over the prolonged delay in implementing delivery reforms, emphasizing the continued unsatisfactory service levels.
Ian Strawhorne, Ofcom’s enforcement director, emphasized the importance of a reliable postal service to the public and acknowledged customers’ frustrations due to Royal Mail’s persistent service inadequacies. While recognizing the company’s recent progress, Ofcom reiterated its commitment to holding Royal Mail accountable for its historical underperformance.
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