ROYAL MAIL - REPLY

Dear Mr Henderson

 

Thank you for contacting Royal Mail.

 

I'm sorry to hear about residents in your area receiving mail for other addresses and I can understand that this would cause some concern.

 

Of the huge volumes of letters and packets we handle, very few encounter a problem along their way - but we take every single failure seriously, so I'm sorry that you've had cause to contact us.

 

I fully appreciate the risk to the security of your mail if our postmen and women do not deliver mail to the right address - and the obvious inconvenience this can cause. It's important that our customers have confidence in us to always deliver their mail securely and to a high standard, so I apologise again that we have let you down.

 

To deal with this problem, and based on the information you've provided, I have been able to take the following action:

 

• Logged and reported the full details of your complaint

• Passed these details to the manager of the Delivery Office.

 

The Delivery Office Manager has advised that TNT also deliver mail in this area but as a precaution in case these are items delivered by Royal Mail; he has put quality checks in place to ensure mail is delivered correctly.

 

I would have to advise that you inform the individuals who have contacted you to check the markings on any mail which they receive incorrectly. The envelopes will be clearly marked as delivered by Royal Mail or they will have TNT in bold letters. For items incorrectly delivered by Royal Mail it would be advisable for the individual to contact us themselves, providing us with the address of the incorrectly delivered mail and the date it was delivered. This information would assist the Delivery Manager in his investigations.

 

Once again, please accept my sincere apologies on behalf of Royal Mail for the problem you've had, and our thanks for taking the time to make us aware of this. Please be assured that we take letting our customers down seriously and will use this information to make further improvements.

 

I hope you have found this information useful and that this explanation resolves your enquiry and concludes this matter for you. However if you are unhappy with my response you can contact the Escalated Customer Resolution Team who will re-investigate your complaint. They can be contacted by emailing: customerresolution@your.royalmail.com. Alternatively you can write to: Escalated Customer Resolution Team, Royal Mail, PO Box 466, Plymouth, PL9 7HJ. If you do contact the team please can I ask you to quote your reference number 1-2552386569.

 

Regards

 

Denise Dickinson

Customer Service Advisor