14,257 complaints about Royal Mail in one year (From Oxford Mail)

14,257 complaints about Royal Mail in one year

9:05am Wednesday 11th October 2006 in News By Giles Sheldrick

Royal Mail received 14,257 complaints from fed-up Oxfordshire customers last year - and paid out an average of £339 every day in compensation.

But the figures represent an improvement on 2004.

Royal Mail refused to disclose details of complaints relating specifically to Oxford city after a Freedom of Information Act request made by city councillor Stephen Tall.

He was told unpublished local performance data was 'commercially sensitive' because it could prejudice the interests of the company.

The company also claimed the release of performance data was subject to a 'public interest test', which the company said was satisfied through its reporting to Postwatch, the consumer watchdog.

But Royal Mail's website shows that of the 14,257 complaints made in the OX postcode area (Oxfordshire) in 2005/06, 5,778 (or 41 per cent) were upheld.

During that time £123,927 was paid out in comp- ensation.

However, the figures are an improvement on 2004/05 when 19,495 complaints were made and £183,004 was paid out.

Mr Tall, whose Headington ward includes the Lime Walk sorting office Royal Mail closed last year, said: "Any increase in complaints caused by the loss of the sorting office will be masked by looking across-the-board at OX postcode figures.

"I have received numerous complaints, anecdotally and in writing, from residents in my ward who believe the service Royal Mail provides has worsened since the closure of the Lime Walk sorting office.

"Complaints are, I realise, only one measure by which the fairness or otherwise of these assertions can be judged. However, it is a key measure, and one which should be made publicly available."

Mr Tall has asked the company to disclose Oxford city performance figures and is awaiting a response.

Royal Mail spokesman Richard Hall said: "Our customers in Oxford have been benefiting from record levels of service over the past year with 93.6 per cent of first class mail delivered the next day - above the target set by our regulator Postcom. While any complaint is of concern, these figures are relatively low when compared to the 350 million items of mail we deliver to 250,000 addresses across the OX postcode area each year.

"While performance levels have been high we are not complacent.

"Every complaint received helps to inform us of problem areas, and improve services for the future."

A spokesman for Post- watch, the independent postal service consumer watchdog, added: "Complaints are a good thing because in reality post isn't as good as it should be.

"There are always going to be problems given the size of the task, but that's not an excuse.

"People who pay for a first class service should get a first class service and where it doesn't happen customers should complain.

"Historically there have been problems in Oxford - it was the worst performing area - so there have been improvements. But there is still more to do."

Compensation varies, but if an item of ordinary first class mail is lost, Royal Mail pays up to £32. However items like money, jewellery, tickets and gift vouchers are excluded.

The company also compensate for delays - 12 first class stamps are given for items delayed by more than five days.